The client is seeking a (Senior) Director Customer Service & Experience to lead their service and support department, with a focus on providing excellent customer care post-software implementation and a smooth transition to their SaaS offering. Responsibilities include strategically managing service and support, optimizing processes for scalability and efficiency, improving customer experience by tailoring service offerings to customer needs, and managing escalations effectively. The successful candidate will also be responsible for overseeing the transformation of service processes to support the client's transition to a SaaS provider, coordinating reporting to senior management and shareholders, and leading and motivating their team.
The ideal candidate will have experience in leading service and support departments, with a strong focus on customer satisfaction and process optimization. They will be skilled in developing scalable processes, adapting service offerings to meet customer needs, and effectively managing escalations. Experience in overseeing a transition to a SaaS model is preferred, as well as strong leadership and team management skills. The candidate should also have experience in coordinating reporting to senior management and shareholders, and monitoring key performance indicators for the service department.
Overall, the (Senior) Director Customer Service & Experience will play a crucial role in ensuring the client's service and support department provides excellent customer care and supports the transition to a SaaS provider. They will be responsible for strategically managing service and support, optimizing processes, improving customer experience, overseeing the transformation to a SaaS model, coordinating reporting, and leading and motivating their team to success. The ideal candidate will have a strong background in customer service leadership, process optimization, and team management, with experience in transitioning to a SaaS model being a plus.