VP Customer Experience and Operations
Field Nation, Bangladesh
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 1, 2021
Last Date
Apr 1, 2021
Location(s)
Job Description
Why is this role important to Field Nation?The Customer Experience and Operations Leader serves as a strategic member of our executive team and will lead our Customer Success, Customer Support, and Solution Engineering teams. As part of the leadership team, you will be a part of setting the overall strategy, objectives and tone of the organization. The teams that will report to you will touch every aspect of the customer journey and in doing so will drive high customer engagement, satisfaction, adoption, and retention in every segment. This leadership position offers the opportunity to join a fast growing organization and enable our teams to continue growing and maturing in their functional areas while building out new capabilities for our customer facing teams. This position is located in Minneapolis, MN and reports to the Chief Executive Officer. What you'll do:
Why Field NationAt Field Nation, we are breaking the barriers to work and enabling the gig economy. We’re a tech company that offers a web-based marketplace solution for buyers and sellers of contract services to simply connect, work, and manage their business. We look for collaborators, innovators, and problem solvers to join us in our common purpose of changing the way work gets done. We were named a Top Workplace by the Star Tribune in 2017, 2018, 2019, and a Top 150 Workplace in 2020. We look to hire extraordinary people and provide them extraordinary benefits.
A snapshot of our perks and benefits for full-time employees:- Unlimited/Flexible paid time off- Annual vacation bonus yes, we’ll pay you a bonus to take paid time off!- Individualized growth and development plans to help you develop a deeper skillset and wider responsibility in your career- Exposure to and experience with cutting edge technologies to solve meaningful problems in an entrepreneurial, scaling startup environment- Company paid short-term and long-term disability and life insurance- Medical, dental, and vision benefits with HSA option (to include a competitive employer contribution)- Paid parental leave pay availa
- Hire, engage and retain A-players for our Customer Success, Customer Support and Solution Engineering teams in order to continue a high-performing culture
- Drive positive customer experiences that create customer surprise and delight; building on insights and the voice of the customer as derived from qualitative and quantitative customer health data
- Champion and leverage data sources such as the voice of customer, insights and analytics, and customer journey mapping, to fully understand our customers’ experience while focusing daily on delivering value to the company, solving customer experience problems and realistically developing new opportunities
- Partner with sales leaders, product amp; development leaders, and other stakeholders to champion the strategy, design, development, launch, and management of products and features that bring increasing value to our customers
- Act as a Customer Experience thought leader to keep us aligned with industry norms and engineering the organization to adapt to changing business conditions
- Responsible for overseeing all Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, upsell etc.)
- Oversee and partner with Level 1 amp; 2 Support Leadership Team in order to ensure customer issues get resolved promptly and with high degree of satisfaction
- Responsible for building out the pre-sales function, engaging the solution engineering team, and elevating our overall implementation program for new clients
- Develop a strategy for pre-sales function through a strong partnership with sales leadership and the sales organization
- Experience in an executive leadership position, ideally in customer experience or customer operations
- Proven experience creating processes that enable a CX team to scale and deliver tangible business benefit (customer health score amp; NPS improvements, churn reduction, product improvements)
- Previous experience leading the Customer Support, Customer Success, Implementation and Solutions Engineering business functions
- Experience in transactional marketplace platform highly preferred
- Experience in entrepreneurial, high growth environments is strongly preferred
- Demonstrable competency in strategic planning and business development
- Working knowledge of data analysis and performance/operations metrics
- Outstanding organizational and leadership abilities
- Excellent interpersonal and public speaking skills
- Aptitude in decision-making and problem solving
- Undergraduate Degree in Business or related field
- Extensive experience working with all levels of the organization
Why Field NationAt Field Nation, we are breaking the barriers to work and enabling the gig economy. We’re a tech company that offers a web-based marketplace solution for buyers and sellers of contract services to simply connect, work, and manage their business. We look for collaborators, innovators, and problem solvers to join us in our common purpose of changing the way work gets done. We were named a Top Workplace by the Star Tribune in 2017, 2018, 2019, and a Top 150 Workplace in 2020. We look to hire extraordinary people and provide them extraordinary benefits.
A snapshot of our perks and benefits for full-time employees:- Unlimited/Flexible paid time off- Annual vacation bonus yes, we’ll pay you a bonus to take paid time off!- Individualized growth and development plans to help you develop a deeper skillset and wider responsibility in your career- Exposure to and experience with cutting edge technologies to solve meaningful problems in an entrepreneurial, scaling startup environment- Company paid short-term and long-term disability and life insurance- Medical, dental, and vision benefits with HSA option (to include a competitive employer contribution)- Paid parental leave pay availa
Job Specification
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