Are you looking for an opportunity to contribute to a high-energy, dynamic, and fast-paced organization? Are you interested in joining a team where you can contribute to building the fun, people-centric, culture and brand? Then you’re in the right place!
Litmos develops eLearning solutions for top-performing companies. An established leader in the market since 2007, Litmos solutions include an easy-to-use LMS platform, a comprehensive learning content library, services to support success, and integrations with top workflow tools. Thousands of companies trust Litmos to create, curate, and connect learning to employees, customers, and partners. The solutions are used by more than 30 million people in 150 countries, across 35 languages. Find more information at www.litmos.com.
As the Director of Customer Experience Operations, you will play a key role in scaling our customer experience organization, analyzing data to identify opportunities for improvement, and implementing best practices. Your insights and leadership will help shape our customer strategy and ensure that we deliver a world-class experience to our global customer base.
Key Responsibilities:
- Leadership & Strategy:
- Develop and execute a strategic vision for the Customer Experience Operations function to support customer retention and satisfaction.
- Partner with CX Leadership team to align operational goals with overall business objectives.
- Lead, mentor, and manage a team of Customer Experience Operations professionals to achieve performance goals.
- Process Optimization:
- Design, implement, and refine scalable processes and workflows to improve efficiency and effectiveness within the Customer Experience team.
- Continuously evaluate and optimize customer onboarding, training, and support processes to enhance the customer experience.
- Implement metrics and reporting systems to measure the effectiveness of Customer Experience initiatives.
- Data Analysis & Insights:
- Develop a best practice framework for reporting and dashboarding for measuring/managing the success business.
- Analyze customer data to identify trends, risks, and opportunities for growth and improvement.
- Develop and maintain customer health scores and dashboards to provide insights into customer satisfaction and retention.
- Create and manage customer experience metrics and KPIs, providing regular reports and insights to senior management.
- Technology & Tools:
- Oversee Gainsight administration and management
- Manage the selection, implementation, and management of Customer Success tools and technologies (e.g., PSA, customer feedback platforms, analytics tools).
- Ensure that Customer Experience teams are equipped with the necessary tools and training to deliver exceptional service.
- Collaboration & Communication:
- Work closely with cross-functional teams, including Sales, Sales Operations, Finance, Marketing, and Product to align on customer experience initiatives and share insights.
- Serve as a key liaison between the Customer Experience team and other departments to ensure a seamless customer journey.
- Develop and deliver regular updates and presentations to the executive team on Customer Experience Operations performance and initiatives.
- Customer Advocacy:
- Act as a voice of the customer within the company, advocating for customer needs and influencing product development and enhancements.
- Implement strategies to capture and act on customer feedback, ensuring continuous improvement in customer satisfaction.
Qualifications:
- Bachelor's degree in Business, Management, or a related field; MBA or relevant advanced degree preferred.
- 7+ years of experience in customer success, operations, or a related role within a SaaS environment, with at least 3 years in a leadership position.
- Proven track record of designing and implementing scalable customer success operations strategies.
- Strong analytical skills with the ability to translate data into actionable insights.
- Experience with CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
- Excellent leadership, communication, and interpersonal skills.
- Ability to thrive in a fast-paced, dynamic, and global environment.
- Strong project management skills, with a focus on results and execution.
- Passion for customer experience and commitment to delivering exceptional customer experiences.
- Ability to make a few leadership trips per year.
As a learning company we believe in the potential of everyone; if you don't have experience in all the details mentioned in this job post, then we still encourage you to apply and we'll get back to you as soon as we can.
We are an equal opportunity workplace employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.
Applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
What We Do
Litmos is an online training platform that makes the management and delivery of web & mobile training courses easy. Our platform is fully extensible with our powerful API and out-of-the-box connectors.
Litmos is one of the fastest growing learning technology providers in the world, supporting millions of users, in 130 countries in over 24 languages.
We pride ourselves on our customer centric approach and continual innovation in the marketplace. It is our mission to enable training to be deployed in minutes not months by any organization.
