Quantiphi

While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth.

If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi!

As the Director of Customer Experience Program, you will work with cross-functional stakeholders to operationalize, optimize, scale and manage the processes and framework associated with our Customer Intimacy program - namely Customer Account Intelligence, Customer Feedback and Customer Engagement. 

Your primary focus will be to ensure alignment across cross-functional teams, including marketing, sales, and delivery, to achieve the respective goals set for each Customer Intimacy program pillar.

Key Responsibilities:

• Customer Experience Program Strategy, Development & Implementation.
• Develop and implement a comprehensive Intimacy Program aligned with Quantiphi's business objectives and core values.
• Define and execute the strategies to drive Customer Intimacy Program success.
• Lead the launch of customer onboarding processes and framework.
• Enabling account targeting and expansion through regular customer intelligence insights leveraging in-house ABM platforms.
• Automating feedback loops across marketing, delivery & Sales. Making sure customer feedback is collected at regular intervals/ milestones.
• Enhancing customer satisfaction and developing deep and long-lasting relationship with customers.
• Implementing tools such as Demandbase for intent insights and integrating with relevant platforms.
• Enhancing account intelligence within existing systems/accounts.
• Establish and optimize automated CSAT touchpoints across the customer journey.
• Compile and submit monthly/quarterly CSAT reports across all business units.
• Integrate CSAT results into a centralized dashboard.
• Conduct account expansion training sessions for relevant teams.
• Execute customer engagement campaigns to drive satisfaction & advocacy.
• Ensure the closure of action items identified through feedback loops.
• Track and manage the KPIs under each piller and drive actions with respective teams.

Cross-functional Alignment & Endorsement:

• Closely collaborate with marketing, sales, and delivery teams to ensure seamless alignment with Customer Intimacy Program vision and goals.
• Foster a culture of customer-centricity across the organization.

Operational Excellence:

• Oversee the operational aspects of the program, ensuring effective processes and workflows.
• Monitor and analyze key performance indicators to measure the success of customer experience initiatives.

Stakeholder Communication:

• Communicate program objectives, progress, and results to internal stakeholders, including executive leadership.

Continuous Improvement: 

• Drive continuous improvement initiatives based on customer feedback and industry best practices.
• Identify and implement innovative approaches to enhance the overall customer experience.
• Manage and lead customer intimacy program training sessions and workshops.

Reporting & Analytics:

• Manage and lead KPI reporting and alignment across functions to ensure CSAT, NPS and customer engagement KPIs.
• Manage and lead MBR, QBR & yearly Customer Intimacy Program reporting cadence.

Qualifications:

• 10 years as a customer experience or customer success program director is required
• Strong project management skills with a focus on operational excellence
• Excellent communication and collaboration abilities
• Strong senior stakeholder management skills
• Experience in customer-facing environments
• Experience in implementing and managing customer experience programs
• Familiarity with tools like Demandbase, Pipedrive/CRM, and CSAT measurement platforms.
• Bachelor’s degree in a relevant field; Master’s degree is a plus.
• Demonstrated ability to collaborate effectively with cross-functional teams.
• Strategic thinking and the ability to drive initiatives that contribute to overall business objectives.
• Outstanding written, verbal and project management skills.
• Collaborative and self-starter 
• Highly passionate about customer success and advocacy

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!