Head Of Customer Experience Anz
vor 1 Tag
Social Pinpoint is a leading global digital engagement company that develops software to help organisations manage their entire community and stakeholder engagement process, from initial discovery to final delivery.Our products, Social Pinpoint and Consultation Manager, aim to provide governments and consultants throughout the United States, Canada, Australia, New Zealand, and Europe with the online tools they need to help their communities have their say on projects that impact them, and efficiently manage all ongoing interactions with stakeholders.Social Pinpoint has an opportunity for a seasoned Head of Customer Experience to join the team and help build strategy and oversight across the Customer Experience departments. To be considered for this role you must be based in Brisbane and eligible to work in Australia on a full-time basis.Flexible hybrid working arrangementAnnual Health & Wellness allowanceOne-off home office equipment allowanceUnlimited coffee tab at two local Newstead cafesFree onsite underground parkingAnnual regional company eventsAttractive commission structureThe Role:The Head of Customer Experience ANZ will be responsible for providing strategy and oversight across Customer Success, Support, and Implementation teams to provide best-in-class products, services, and support to our customers for both products in Australia and New Zealand. This is an exciting opportunity to shape the future of customer engagement in a fast-growing company with a strong commitment to innovation, customer satisfaction, and long-term relationships. Initially, the role will focus on securing the performance of the Consultation Manager team, with a goal to expanding to cover all CX activities in the medium term.Responsibilities:Spearhead and develop strategy, forecasting, resourcing, and opportunities across all customer experience functions.Lead and mentor the Customer Success Teams to develop high-performing Customer Success Managers.Reduce churn and drive new business by seeking to turn our existing customers into our greatest advocates.Strategise how to expand account revenue through referral sales and up-sell opportunities.Proactively monitor and work to improve upon account health and activity as it relates to product adoption, customer satisfaction, and overall health scores.Develop and implement operational practices to track performance of teams and individuals.Build, maintain, and optimise processes and policies within the customer experience function.Design data collection and feedback mechanisms to identify and understand customer needs.Stay informed about industry trends, best practices, and emerging technologies in the community and stakeholder engagement space, leveraging insights to enhance our customer success strategies.Work closely with product teams to share feedback and business cases for feature suggestions.Collaborate with the Sales team to identify opportunities for upselling, cross-selling, and expanding our footprint within existing accounts.Skills & Experience:8+ years of experience in customer experience: customer success, support, implementation or related fields.3+ years in a management role: managing a team of 8+ people.Proven track record of leading large-scale customer experience initiatives: across a regional or global scope.Extensive experience using CRM and CX Management platform: HubSpot and Gainsight (or equivalent) experience is a requirement.Experience working in the ANZ region: with a deep understanding of local market dynamics and customer behaviour.Experience in relevant industries: Gov, SaaS, Transport, or Mining industry highly advantageous.We look for these Personal Qualities:Collaboration and Teamwork: Successful outcomes are never achieved alone. You need to work well with others and be accountable for your work. We also expect you to communicate often, be honest and take initiative when appropriate. You will be working openly using modern collaborative platforms.Passion for Learning: You need to love what you do. We expect you to always be motivated, challenge yourself and continuously learn without having to push you into it. This will include learning things outside your area of expertise and making others around you better.Talent and Courage: We aim to produce great outcomes. When solving problems, we expect creativity and a focus on the end user. We want you to have tough conversations if things are not right and the courage to ask when you don't know.
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Head Of Customer Experience Anz
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Brisbane, Österreich At VollzeitAccount & Relationship Management (Sales)Full timeSocial Pinpoint is a leading global digital engagement company that develops software to help organisations manage their entire community and stakeholder engagement process, from initial discovery to final delivery.Our products, Social Pinpoint and Consultation Manager, aim to provide governments and...
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At | Head Of Customer Experience Anz | Brisbane
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