Chief Customer Officer
- Define and execute a customer strategy across Professional Services, Customer Support, and Customer Success to ensure a seamless and exceptional customer experience
- Ability to identify process gaps and revise as needed to meet current and future customer needs while focusing on strategic trade-offs
- Build a culture of customer obsession throughout the organization, empowering teams to prioritize customer needs
- Oversee and optimize Professional Services to ensure effective and efficient project delivery, implementation, and customer training and onboarding
- Lead a world-class Customer Support team to deliver timely resolution of customer issues while implementing scalable support processes
- Oversee Customer Success initiatives to foster product adoption, prevent churn, capture price increases, execute on-time renewals, and deliver expansion opportunities across the customer base
- Develop and implement key performance metrics to track customer satisfaction, retention, and growth
- Ensure the customer organization focuses on retaining even small customers through process efficiency and targeted customer retention initiatives
- Leverage analytics to identify trends, improve service delivery, and enhance the customer journey
- Build and lead an efficient, high-performing, collaborative, and empowered customer organization
- Mentor and develop leaders within Professional Services, Customer Support, and Customer Success to achieve operational and strategic goals
- Ensure consistency and scalability of customer strategies across diverse international markets
- Adapt and innovate approaches to address regional customer needs and cultural differences
- Proven track record as a senior executive leading customer-focused functions in a high-growth, global software or technology company (10+ years with teams of 30+ employees)
- Passionate about understanding and delivering value to customers
- Inspirational leader with the ability to motivate and align cross-functional teams
- Adept at navigating complex challenges and delivering solutions that balance customer and business needs
- Comfortable operating in a multicultural, global business environment
- Proven experience driving customer success at scale with measurable results (revenue growth, churn reduction, etc..)
- Demonstrable experience with strategic thinking, operational execution, and a data-driven mindset
- Exceptional communication and relationship-building skills with both internal teams and external customers
- Strong analytical skills that enable leveraging data for decision making and continuous improvement
- Strong understanding of development technology as well as integration technology
- Restaurant software experience, bonus points for Crunchtime expertise
- Growing/scaling organizations
- Customer success background
- Great mission-driven team members from diverse backgrounds with a strong company culture
- Competitive pay
- Flexible PTO
- Paid company holidays
- Yearly team off-sites
- Medical, dental, and vision benefits (FSA, HSA & HRA options)
- Basic & Voluntary Life Insurance
- 401k employer match
- Wellness benefits
- Commuter benefits
- Work in an open environment on solutions that are reshaping the way businesses operate
- Fun team events
- Ability to have a big impact
- 10 weeks of paid parental leave
- Fitness reimbursement
- Learning & development funds
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