Chief Customer Officer at PCS Software, Inc.

Houston, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Jan, 26

Salary

0.0

Posted On

23 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Customer Success, Customer Support, Analytics, Leadership, Strategic Planning, Team Development, Performance Metrics, Relationship Management, Service Design, Data Analysis, Problem Solving, Communication, Collaboration, Adaptability, Operational Management

Industry

Software Development

Description

Description Chief Customer Officer As the Chief Customer Officer, you play a key role in PCS Software, Inc.’s growth and long-term success by driving a holistic strategy and programs to support both business growth and the customer experience. You will lead the customer success and support teams across the organization while creating a persistent customer-first mindset. You will also oversee the customer lifecycle, ensuring positive a customer experience (CX) and effectively demonstrating the value proposition through the establishment and measurement of metrics for defining the relationship with customers and value to the business. How You Will Make An Impact Increase customer and employee understanding, designing, and delivering positive CX, prioritizing a customer's viewpoint in decision-making processes and keeping track of key performance indicators. Influence and align business areas' including marketing, sales, support, PMO, product, engineering, and customer success teams and management on how to deliver the greatest value to customers. Influence enterprise-wide agreement on partnership with leaders, drive accountability through enterprise-wide data and metrics. Oversee Salesforce Center of Excellence (COE), Enterprise Insights & Analytics, Customer Experience, PMO, Professional Services, and PCS University teams to ensure integrity of customer journeys, customer interactions, customer segmentation, customer attitudes and behaviors and evolving preferences to ensure a smooth flow of actionable information and insights between the enterprise and business divisions. Set and implement effective plans and projects for achieving the department’s goal; Act as leaders and managers of their teams; Work as business partners with their peers and business areas; Adapt to changing priorities and conditions as needed. What Will Make You Stand Out Ability to work in a dynamic environment and serve as an advisor to senior operating executives. Success working within a matrixed organizational structure and in building effective relationships with peers, direct reports, and management Develops people to meet both their career goals and the organization’s goals; Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. Strong performance orientation and drive for results Strong analytical skills, with the ability to grasp complexities and perceive relationships among business and financial issues Alternative Job Titles For This Position May Include: Chief Customer Service and Success Executive | Customer Care Executive | Vice President of Customer Experience | Vice President of Customer Service and Support LEVEL: Executive Salary: Full-time, salary exempt employee EDUCATION: Bachelor's required, but MBA or Master's strongly preferred MANAGE PEOPLE: Yes - will need experience managing direct groups of up to 10 and indirectly up to 30 REPORTS TO: CEO JOB FAMILY: Customer Support & Service JOB FUNCTION: Customer Service JOB FOCUS: Customer Service Company Background PCS Software, Inc. is an AI platform for the transportation logistics marketspace providing the trucking industry’s most effective transportation management platform (TMP) to improve fleet management and delivery systems and increase profits for our customers. Through innovation and invention, our software individualizes work routines, consolidates workflows, and streamlines management controls to improve accountability, transparency, and eliminate costly and redundant manual processes. Trucking companies and freight brokers trust PCS to optimize their dispatch, accounting, and fleet operations. TL, LTL, Intermodal, and freight brokerage services use our TMP to automate operations, easily access information, and reduce inefficiencies to maximize sales and revenue. Founded in 1997 and located in Houston, Texas, PCS Software is the leading developer of hosted software solutions designed specifically for the ground transportation industry. Why Join PCS? PCS Software, Inc. is the perfect combination of a fun work environment that rewards your demanding work with amazing opportunities for career growth and personal development. If you want to be the newest member of a vibrant group of energized technology leaders in an innovative and entrepreneurial environment, then apply online today to start building solutions that customers will love to use and join a company that truly rewards your challenging work and values your talented contributions. PCS Software, Inc. is also considered one of the best places to work because of our competitive compensation plans, comprehensive benefits plan with options for up to 100% company paid medical, dental, and vision premiums for you and your dependents, 401k with a 4% match, generous PTO package, optional term life insurance and disability insurance available, a truly creative and fun working environment, paid training and development opportunities, employee recognition programs, and amazing opportunities for career growth and personal development, not to mention a chance to work with some of the best coworkers you will ever meet! Work Authorization No calls or agencies please. PCS Software, Inc. will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship is provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire. This job description provides many examples of the types of responsibilities required but is in not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed which are not specifically described in this document. PCS Software, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. We thank all respondents for their interest in PCS Software, Inc. However, only those selected for an interview will be contacted. Requirements The Experience You Will Bring Bachelor’s Degree (or equivalent experience) with a minimum of 15 years of experience in Operations, Customer Service, Support, Analytics, Professional Services, or Business Operations. Proven experience leading the development and execution of customer experience strategy that aligns with enterprise and division business objectives and the ongoing coordination of a cohesive, results-oriented team. Capable of creating and articulating a compelling vision that energizes, engages and motivates high-performing teams in a fast-paced environment Strategic mindset and growth orientation, with the ability to consider a range of factors and provide a fresh perspective when solving problems and making decisions Ability to plan, organize, staff, train and manage all customer service, support, success, experience, PMO, and business operations functions to achieve the Company’s objectives. Competencies/Skills Customer Interaction Customer Support Policies, Standards and Procedures Inquiry Research/Response Service Design Service Desk Management Service Integration and Management Service Management Service Operations Service Request Management Process Strategy Development Customer Service Help Desk Software Managerial Responsibilities Staffing Pay Decisions Training- Knowledge Evaluation Supervision Budget Process- Policies

Responsibilities

The Chief Customer Officer will drive a holistic strategy to support business growth and enhance customer experience. This role involves leading customer success and support teams while overseeing the customer lifecycle and establishing metrics to demonstrate value to the business.