Looking for an opportunity to blend strategic leadership with cutting-edge technology in a fully remote environment?

I have a 100% remote opportunity for a Director of Customer Experience to join an organization in Dallas/Fort Worth built on the core values of agility and innovation. This company has been a trusted innovator in advanced business information processing and automation solutions for many years.

Your Role:

• Define and implement the strategic direction for the Enterprise Customer Experience function, aligning with company goals and customer success objectives.

• Lead the Customer Health Recovery Program, ensuring rapid response to critical customer issues, escalation protocols, and resolution.

• Monitor and achieve customer satisfaction and health KPIs through structured recovery efforts and proactive strategies.

• Lead and mentor a team of Enterprise Customer Experience Managers, fostering professional growth and collaboration.

• Oversee strategies to enhance customer satisfaction, health, and retention metrics.

• Drive operational excellence by developing and monitoring KPIs, improving processes, and ensuring fulfillment of enterprise support contracts.

• Leverage generative AI and advanced automation to elevate customer interactions and value delivery.

• Advocate for customer-driven enhancements in product development and service offerings.

What You’ll Need:

• Significant experience in customer success, account management, or related fields, including a strong leadership background managing teams in large-scale environments.

• Expertise in advanced technologies such as intelligent document processing, automation platforms, or similar solutions.

• Knowledge of emerging innovations like AI-driven tools and machine learning models, with experience implementing them in practical applications.

• A demonstrated ability to drive customer loyalty and satisfaction through creative strategies and tailored engagement approaches.

• Experience in analyzing customer performance metrics and utilizing tools to monitor and improve service delivery.

• Outstanding written and verbal communication skills, with the ability to influence and connect with a variety of stakeholders.

• Exceptional problem-solving skills to address complex issues while aligning with technical and business priorities.

Preferred Qualifications:

• Professional experience in enterprise-level environments, SaaS, or technology-focused solutions.

• Proven ability to manage diverse teams and build relationships across global regions.

• Familiarity with frameworks and certifications related to service management or enterprise agreements.

Benefits:

• Generous PTO

• Paid holidays and floating holidays, with increased holiday allowance based on tenure.

• Gym membership subsidy to support your wellness.

• Comprehensive medical and dental insurance.

• Pet insurance for your furry friends.

• Employee Assistance Program and College Savings Plan.

• 401(k) with up to 4% employer match.

Don’t miss out on the chance to redefine the future of customer experience. Apply today and help shape the evolution of intelligent automation!

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About Camden Kelly

At Camden Kelly, we’ve built a reputation for connecting top tech talent with great companies across the United States. Whether you're scaling your team or hunting for a new opportunity, we’re your partner every step of the way.

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