Vice President of Customer Experience - Remote

US-Remote /
Executive – Executive /
Full-Time
Actian is the leader in hybrid data management, cloud data warehouse, and data integration technology. Thousands of forward-thinking organizations around the globe like Bloomberg, Intuit, Lufthansa, and Citibank trust Actian to help them solve the toughest data challenges and transform how they run their businesses...with data.  

The Vice President of Customer Experience will be responsible improving the customer journey from awareness and consideration, through purchase and post-purchase, ultimately creating customer advocates. This individual will directly influence how Actian attracts, acquires, grows, and retains customers. They will be viewed as the internal and external leader on customer experience excellence. This position will report directly to the Chief Executive Officer.

Responsibilities:

    • Define, document, and own the end-to-end experience for prospects and customers throughout the buying and post-purchase journey
    • Evaluate the customer experience and develop plans to minimize points of friction and maximize customer satisfaction
    • Develop and implement strategies for gathering customer feedback, including net promoter score
    • Lead the continual development, prioritization, tracking, and implementation of customer experience goals and strategy
    • Support customer success by leading cross-functional teams through monitoring, reporting, and influencing improvement of customer satisfaction and loyalty metrics
    • Work collaboratively with teams across the organization to design and develop process improvements to the customer journey with a focus on automation to improve the customer experience at scale
    • Partner closely with teams throughout the organization to build a culture of data-driven insights and ensure that the customer’s voice and feedback is central to decision making
    • Share customer experience data insights with the Actian leadership team to help prioritize programs that improve the end-to-end process
    • Apply data analytics to customer understanding and reporting including the development and improvement of customer personas, journey maps, and infographics.
    • Keep abreast on key industry trends, research, best practices, KPIs, and benchmarks.
    • Partner within the organization to build a cohesive, compelling, class-leading customer experience
    • Help Actian create promoters and influencers within the customer base
    • Create a culture of customer delight

Required Experience, Skills and Knowledge:

    • 10+ years helping companies improve customer experience, removing friction from the buying process, and creating advocates in the customer base
    • Desire to delight customers
    • Ability to lead cross-functional teams through influence; deep cross-functional collaboration is required for success in this role
    • Demonstrated track record of sound decision making, taking ownership, and delivering results
    • Demonstrated depth of knowledge in customer analytics and data driven analysis
    • Strong project management skills with experience managing complex issues, and coordinating solutions across multiple functions
    • Motivated by hands-on approach to both customer and employee needs
    • Superior critical thinking and creative problem-solving skills
    • Experience working as part of a small, fast-paced, high capability team and the ability to manage workload even during times of stress or escalated activity
    • Strong empathy for customers and passion for revenue growth
    • Expert oral and written communications skills, including a mastery of writing and speaking to technical and non-technical audiences at customers
    • Experience in software, software as a service, or technology business
    • Bachelor’s degree or equivalent work experience 
We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.