Chief Customer Experience Director

Há 6 dias


Lisboa, Lisboa, Portugal Phiture Tempo inteiro

About Phiture

We're a global organization committed to delivering exceptional customer experiences. As we continue to grow, we're seeking an experienced leader to helm our Scaled Customer Success team in Lisbon. This is a unique opportunity for a visionary manager to shape the future of our organization and make a lasting impact.

Job Summary

We're looking for a seasoned professional with expertise in leading high-performing teams and driving customer success. As our Manager, you'll be responsible for overseeing a team of Customer Success Managers (CSMs) who focus on delivering outstanding customer experiences, adoption, optimization, and retention. Your key objectives will include team leadership, strategic planning, goal setting, and performance management.

Responsibilities

Your day-to-day responsibilities will include:
- Leading a team of 8+ direct reports and ensuring they have the necessary resources to excel
- Collaborating across cross-functional teams, including Sales, Renewals, Marketing, and Strategy
- Participating in Leadership meetings, strategic planning, and goal setting around 1:1 and 1:Many engagements
- Ownership of team performance and development
- Skilled at risk mitigation, value realization delivery, and mentoring and developing talent
- Ownership of forecasting, team pacing, performance management, and continuous team improvement
- Opportunities to lead with responsibilities across regions

Requirements

To succeed in this role, you'll need:
- 8+ years of total work experience
- 3+ years of experience in Customer Success
- 3+ years of hands-on experience with Zendesk or other CX tools
- Experience in 1:1 and 1:Many customer engagements both from a delivery and design perspective
- A strong track record of exceeding targets and top performance

What We Offer

We offer a competitive salary range of €80,000 - €120,000 per year, depending on experience, as well as opportunities for growth and professional development. If you're a motivated and results-driven individual looking to take your career to the next level, we encourage you to apply.



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