DirecTech Labs is hiring a Director of Customer Experience to join this fast growing startup at our Venice Beach Corporate Office. Join an incredible group of humans levering behavior science and AI that brings direct and social selling into the information age. We help our customers create more effective and compelling income opportunities for millions of people who will be automated out of work in the years to come. Learn more at www.directechlabs.com, and on our Youtube channel.
The Director of Customer Experience is part of the Product team and will create incredible experiences for our enterprise SaaS customers. Drawing on both experience and an insatiable hunger to learn and improve, this person will bring strong process and attention to detail to the team, setting up this growing tech startup with the systems we need to surprise and delight our customers.
A mix of project, sales, negotiation, relationship management and strategic thinking, this role will represent the front line of learning from and with our customers and also drive revenue through securing renewals and well-timed and executed upselling. Work with our internal team and customers to setup, launch, experiment and continuously improve the performance of our AI product, Distro.
Setup all the tools and processes needed to provide, measure and continuously improve customer experience. Not just for you but for those who will be added to the team later.
Build and manage the Customer Experience Team
Own large global enterprise accounts for this fully managed product:
Conduct day-long strategy on-boarding workshops with new customers.
Work with internal teammates in implementation to successfully onboard and launch new customers and new modules for existing customers.
Analyze and report on customer results via our dashboard and with the support of our data science team. Work strategically with customers to highlight important metrics, suggest and “build, measure, learn” new A/B tests using our internal portal.
Ensure that customers renew contracts.
Upsell new modules to existing customers.
Be responsible for all customer outcomes. Continuously measure and report on the metrics and emotional health of accounts anticipating issues in advance.
Build a deep, consultative, win-win relationship with customers. This technology and our techniques are new to them. Inspire them into a Lean mindset and be their caring advocate every step of the way.
Work with VP of Product on Lean customer development, understanding the customers experience, the roles and influence of stakeholders, how the product can improve, informing new features and priorities of the roadmap.
Strong experience managing SaaS Enterprise Customers with new technology they have yet to fully understand.
Previous experience setting up a Customer Experience department at a tech B2B SaaS company
Strategically Manage and Support every detail for multiple large enterprise SaaS Accounts.
Experience with Lean methodologies, especially Build/Measure/Learn, A/B testing and Customer Development.
You have strong analytical skills and a demonstrated ability to understand and educate customers on the principles of machine learning, predictive analytics, and rapid iteration, supporting them in grasping them confidently.
Great people and communication skills. You have strong empathy and emotional intelligence. You can connect with customers intellectually and emotionally in a way that moves and inspires them.
Ability to help people understand, feel confident in and report up to superiors on our product and its performance.
Must have intermediate working knowledge of Excel. Sorting, Filtering, Pivot tables, etc. You can make changes and updates to reports, forecasts, etc in most cases before you call an analyst for help.
You know you’re an “A” player and want to work with a supportive team of incredible humans dedicated to the continuous growth and success of each other and our customers.
You value integrity, strive to work smarter vs harder and are passionate for impactful work.