Vice President of Customer Experience

at  Cypher Learning

COMPANY DESCRIPTION:

CYPHER Learning is leading the necessary disruption of learning platforms to
unleash human potential with modern learning experiences. We exist to ignite
lifelong learning passions through personalized, engaging, and limitless learning
experiences for all, giving L&D pros and educators more time to teach and train,
building human connection into everything we do, and delivering tailored
learning experiences that are meaningful and measurable. We are a fast-growing
company with a passion for education and technology.

POSITION OVERVIEW:

We are seeking a passionate and proven Vice President (VP) of Customer
Experience (CX). As the VP of CX, you will play a pivotal role in shaping and enhancing
our customer journey. In this role, you will be responsible for overseeing and building
out a world-class CX team. You will direct the global customer experience operations,
architecting, and implementing a variety of consumer experiences that delight our
customers and leave them with a lasting impression. Your work will span customer
support models including phone, email, chat, and social, as well as operations and
loyalty programs. In this role, you will define and supervise the strategy, planning, and
execution of CYPHER Learning’s end-to-end customer experience.
The ideal candidate for this role has a track record of success scaling the CX and
Customer Support operations of fast-growing SaaS companies and setting up
organizations from the ground up, creating long-standing, world-class teams &
departments that have become core internal competitive advantages to their firms.
Most importantly, we are looking for passion to build a generational business at a new
frontier of learning technology and create a best-in-class customer experience that will
become a household name in the industry.

YOUR SKILLS & EXPERIENCE:

• Bachelor’s degree in business, marketing, or a related field
• Proven experience in a senior customer experience leadership role, ideally

in a SaaS or technology-driven environment

• A strong track record of scalable department building and international

expansion across Europe and ideally globally

• A proven track record in building out brilliant and highly agile teams and

departments from the ground up, preferably at high-growth SaaS

company

• An expert with strong experience in customer support and CRM

technologies, BPOs, and navigating voice, email, social media, and chat

customer care channels

• Demonstrated experience in designing highly scalable and robust

customer experience & operational strategy

• Entrepreneurial, the ability to work in a fast-changing and sometimes

ambiguous environment

• Ability to communicate complex insights and strategy in a clear and

actionable way

• Highly motivated dreamer & doer, adept at both strategic high-level

thinking as well as hands-on execution

• Demonstrated success in developing and implementing training programs

that enhance customer understanding and product adoption

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal abilities
• Proficiency in using customer experience and data management software

and tools

• Demonstrated ability to energize, develop, and build rapport at all levels

within an organization

• Some travel required

experience

• Analyze the end-to-end customer journey, identify pain points, an

consistent experience

• Streamline internal processes to enhance efficiency and effectiveness

• Build out a world-class team of customer experience and customer support
  professionals, that can withstand a future of sustained hypergrowth and

international expansion.

• Direct the work of customer experience professionals from across the

company, providing guidance, coaching, and performance feedback

• Establish client relationships as a trusted and strategic advisor to help

ensure the continued value of our products and services

• Collaborate with C-level executives to create a long-term, KPI-driven

strategy & execution plan with a particular focus on cost and customer

experience

• Analyze the end-to-end customer journey, identify pain points, and

implement strategies to optimize every touchpoint, ensuring a positive and

consistent experience

• Streamline internal processes to enhance efficiency and effectiveness,

ensuring timely response to customer inquiries, complaints, and feedback

• Design and implement comprehensive training programs for clients to

maximize product utilization and customer satisfaction

• Implement and monitor quality assurance processes to ensure consistent and

high-quality customer interactions

• Identify and implement customer experience technologies and tools to

streamline and enhance the customer journey

• Foster a culture of customer advocacy within the organization, driving a

customer-centric mindset

• Develop and execute strategies for efficient client onboarding and

implementation processes

• Collaborate with cross-functional teams to ensure a seamless transition for

clients from acquisition to activation

• Lead the customer success team in building strong relationships with clients

to understand their needs, challenges, and goals

• Develop and implement strategies to drive customer retention, expansion,

and advocacy

• Oversee the product support team, ensuring timely and effective resolution

of customer inquiries and issues

• Implement best practices for support operations to optimize efficiency and

customer satisfaction