Vice President of Customer Experience
WHO WE ARE
We help global organizations of all sizes better connect with their customers to build value-driven, authentic relationships. And we strive to replicate the same at Jebbit - building and maintaining value-driven, authentic employee and team relationships that accelerate company and personal growth.
We’re a team of lifelong learners. We like being creative and logical. And we celebrate accomplishments, big or small. Come see for yourself!
WHAT WE DO
We put our team members, customers, partners, and users first - always! Businesses use Jebbit’s best-in-class software to capture zero-party data at scale via quizzes and digital experiences that consumers genuinely enjoy engaging with and, get genuine value from.
WHY WE DO IT
The market is here! Traditional data acquisition methods, like 3rd-party cookies and 2nd-party data marketplaces, will soon be a thing of the past. We believe that businesses that build their own proprietary sets of consumer-first, zero-party data will win in the end - and we know that our software will enable them to do just that.
OUR VALUES
Be an expert beginner, take initiative, do what scares you, and care for the whole person.
As a VP of Customer Experience at Jebbit, you will lead three vital functions of the Jebbit Customer Experience: Customer Support, Studio Services, and Customer Onboarding. Within this role, you’ll be given the autonomy to create, evolve and nurture the overarching strategy and execution for these three key teams. Specifically, you’ll own creation of team goals, oversight and reporting of key metrics, hiring and training of the growing team, management of the teams and their leaders, and ultimately the strategic direction of each function to evolve with the growing, changing Jebbit business.
What You'll Do:
- You’ll oversee the development of a world-class professional experience and thriving culture for your growing teams
- Direct the overarching strategy and growth of each post-sale function under your direction, from the Support Experience, to Customer Onboarding, to our Paid Services
- Directly manage and coach Support, Services, and Onboarding department leaders (Director-level) to help define and develop the strategic direction of each unit
- Collaborate with Jebbit Finance & People Ops to manage your team’s budget and hiring plans
- Lead hiring and training as your team scales with the Jebbit business
- Evolve the key processes within each unit to drive team efficiency, to improve the execution, and to set the team up to scale
- Guide the evolution of the teams’ operational infrastructure and maintain clean reporting of key metrics
- Create strategic goals to help benchmark performance and drive continuous improvement of the customer’s experience
- Work cross-functionally with Sales, Marketing, Partnerships, Product, and Engineering to ensure our post-sale Professional Services align with the holistic customer and prospect experience
- Own identifying and ultimately driving strategic initiatives key to the evolving needs and priorities within Professional Services
Who You Are:
- Experienced: You have at least 7-10 years of SaaS Services Experience (across some combination of Support, Onboarding and/or Professional Services)
- Leader: demonstrated experience leading and managing teams, including leadership of managers
- Domain Expertise: Ideally, looking for some level of MarTech experience OR experience within some combination of Customer Support, Professional Services or Customer Onboarding
- Marketing Savviness: High marketing strategy IQ and the ability to navigate large, complex marketing structures
- Problem Solver: Able to clearly identify a problem, propose a solution, and resolve the issue
- Autonomous: Someone who thrives when given the freedom to approach their goals by taking personal initiative
- People Person: You have strong interpersonal skills and strive to maintain relationships with your customers and colleagues. You have a strong presence in meetings, both internal and external
- Adaptable: Adaptability and resilience to thrive amidst the frequent changes of a rapidly growing business
If you feel you don’t meet 100% of the qualifications outlined above, we want you to apply! We believe in hiring people, not just skills. If you have a passion to learn and are excited about what we are doing, then we want to hear from you.
WHAT WE OFFER
- High growth potential & career development
- Flexibility to work from anywhere
- Premier health coverage (medical, dental, vision)
- Equity
- 401K
- Flexible vacation
- Mental health & well-being benefits
- Parental leave (12-weeks, in conjunction with any Federal, State, National income replacement programs)
Jebbit is all about Culture Add, not Culture Fit. We know we serve our customers better when we involve as many different perspectives in our problem solving process as we can. Our team is made stronger by what makes you unique, so we hope you’ll bring your whole self to the job.
Jebbit is an equal opportunity employer and values diversity amongst our team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
