Chief Customer Officer

vor 4 Wochen

Melbourne, Österreich Tideri Jobbörse Vollzeit

Rosterfy is a global leading, end-to-end enterprise volunteer engagement platform powering over 100 million volunteer hours.
We exist to connect communities to events and causes they are passionate about.

Used by over 3 million volunteers across 26 different countries, our SaaS platform powers mass volunteer programs across the globe for Not-for-Profits, local government, sporting federations, and major events.
Our all-in-one solution helps our customers to recruit, retain, reward, and train their volunteers, whilst also ensuring compliance.

Headquartered in Melbourne, Australia, with offices in Sydney, London, Dallas, Denver, and New York, our vibrant, inclusive, and passionate global team is driven to unite the world around volunteering.

Why you want to work with us
Rapid Growth: Rosterfy is a rapidly expanding company, doubling in size every year.
Backed by top investors, Rosterfy is on a rocket ship trajectory, set for incredible growth and success.

Global Impact: We are reshaping volunteering globally and have an ambitious goal to redefine what it means to be a volunteer.
Work with us, and be certain that you will make an impact.

Well-liked: With 4.5 stars on Capterra, and winners of various awards, we are well-liked by customers and recognized for our exceptional service and innovative solutions.

Awesome customers: We've been the volunteer management platform for 7 consecutive Super Bowls, Lifeline, and Oxfam amongst many other happy customers across 35 countries.

Competitive salary: We offer a competitive salary commensurate with experience and qualifications, along with comprehensive benefits.

Key Responsibilities
Drive the "voice of the customer" within and across the organisation collaborating with Product, Sales, Marketing, and other teams to represent customers' needs and feedback, driving product and process improvements and enhancements to meet customer expectations.
Develop and execute Rosterfy's customer success vision, strategy, and goals, aligning them with the overall business objectives.
Own and drive the entire customer lifecycle journey, including onboarding, adoption, expansion, and renewal, by establishing best practices and processes to maximise customer success and satisfaction.
Lead Customer Success, Support and Delivery, and related customer engagement functions and corresponding teams, providing clear direction, mentorship, and support to ensure high performance and collaboration.
Foster a customer-centric culture across the organisation, promoting customer success as a top priority.
Proficiency in analysing customer data, feedback, and metrics to derive insights and make data-driven decisions, particularly with regard to customer adoption and other on-platform data.
Develop and maintain strong relationships with key customers, ensuring their success and satisfaction with our products or services.
Accountable for key customer metrics which may include churn, NRR, expansion, adoption, advocacy, satisfaction, services margins, and others.
Customer Success and Support:
Work with the Head of Customer Success to define and implement best practices for customer onboarding, adoption, and retention, ensuring customers achieve their desired outcomes.
Establish metrics and key performance indicators (KPIs) to measure and track customer success, proactively identifying and addressing any challenges or roadblocks.
Map expansion opportunities across the customer base, and identify "total attainable expansion" at scale across all accounts.
Work closely with Sales to execute expansion and cross-sell opportunities.
Accountable for the end-to-end contract renewal process with customers of all sizes at scale.
Accountable for improvements in customer training (including new features) at scale using a suite of digital tools.
Accountable for customer technical support, ticketing process, and SLA compliance.
Collaborate with cross-functional teams, including Sales, Product, and Marketing, to drive customer satisfaction and expansion opportunities.
Participate in M&A diligence and ultimate onboarding of acquired targets' customer bases.
Oversight and ownership of other critical, global customer engagement functions and teams required to ensure strong customer relationships and drive customer outcomes.
Oversee customer support operations to ensure timely and effective resolution of customer inquiries, issues, and escalations.
Develop and optimise customer support processes, systems, and resources to enhance service levels and customer satisfaction.
Professional Services / Delivery
Work with the Head of Delivery to direct the Professional Services team & Partners in delivering exceptional implementation, consulting, and training services to customers.
Attract and hold implementation partners accountable to delivery to time, budget, and quality.
Develop and refine service offerings, methodologies, and delivery frameworks to drive customer success and value realisation (i.e.
speed and quality of customer onboarding).
Build and develop a commercial framework for customer onboarding, and "productising" Rosterfy's delivery where possible.
Collaborate with Sales, Account Management & Implementation Partners to identify and pursue upsell and cross-sell opportunities for Professional Services.
Ensure high-quality project execution, resource management, and profitability of Professional Services engagements.
Team Management
Strong leadership skills and the ability to drive a customer-focused culture, set strategic objectives, and foster collaboration.
Ability to reach across multiple functions at both senior and junior employee levels to establish consistent processes and drive outcomes.
Qualifications / Experience
10-15+ years in SaaS customer-centric and customer experience leadership roles.
Proven track record of success in a similar leadership role within a global B2B SaaS company, ideally as a Chief Customer Officer or equivalent.
Strong understanding of the SaaS business model in an enterprise-class product offering, including the software customer lifecycle management and related customer success methodologies.
Extensive experience and strong focus on driving customer success, satisfaction, and retention, with a deep understanding of customer lifecycle management.
Strong customer support background, focusing on delivering exceptional customer experiences and building customer loyalty.
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