Head of Customer Experience
About The Position
We’ve come a long way since we first opened our doors, but our mission has always stayed the same: to provide world class solutions for the travel industry. Travel Booster is a constantly improving ERP SaaS solution that frees users from the complexities of creation so they can do more, faster.
We are looking for a Head of Customer Experience to join our team.
As Head of Customer Experience, you'll be at that forefront, using your leadership skills and technical expertise to help customers achieve incredible results. The Customer Experience team’s mission is to onboard our customers with the solution, ensure they are maximizing their value out of the solution, and provide them with white glove service and support. Reporting directly to the CEO playing a pivotal role in defining the organization’s overall strategy.
The ideal candidate will have vast experience in Customer Experience and/ or Customer Success in both operations and leadership capacities. You will be responsible for all customer operations to ensure achieving company objectives and goals.
You will be required to come up with the needed strategies, methodologies and playbooks to support healthy retention and solid growth.
What will be your day to day as a Head of Customer Experience?
✓ Develop policy, establish strategy and methodologies for reaching our company goals and objectives when it comes to our customers.
✓ You will play a pivotal role in our ability to effectively and efficiently scale our project management team and support teams
✓ Manage the teams responsible for the entire customer lifecycle (for both legacy application and SaaS solution): project management, implementation, training and documentation, ongoing support and customer success.
✓ Introduce innovative CX/support/project approaches and solutions, leaning on successful past experience
✓ Build innovative and scalable automated processes to promote team efficiency and effectiveness using personalization, simplicity, and out-of-the-box thinking
✓ As a member of the Leadership Team, build and cultivate strong relationships with peer leaders within the organization; Serve as a trusted advisor for the different functions, partnering with them to maximize reach and impact in their areas of responsibility
✓ Own and manage strategic customer relationships and define a healthy customer journey for all of our customers
✓ Data is a cornerstone of our journey towards being best-in-class-partners. You will be expected to run your operation on data and analysis and bring your organization to become 100% data driven.
What will you bring to the team?
✓ Proven leadership of 8+ years of experience as a Director or VP of Customer Experience / Customer Success in a complex SaaS technology environment - a must
✓ Proven success managing Onboarding, CS and support teams
✓ you do need to say something about the size of the organization they worked with. Better to look for small/ medium size orgs
✓ Strong experience in strategy building, project management, and analytical skills
✓ Consistent track record of leading teams towards reaching and exceeding goals and CX/ CS KPIs
✓ Ability to utilize data in every aspect, driving decision-making and optimizations to maximize business results
✓ People-person with excellent interpersonal and communication skills
✓ A creative mindset and a story-teller, highly agile and innovative
✓ You believe in putting your people first and cultivating a team culture that aims to develop and grow skills, knowledge, and opportunities.
✓ Familiarity with the competitive structures in the travel industry and the key actors in the local and global markets – a significant advantage
✓ Analytical, methodological, and troubleshooting abilities
✓ Strong team player to able to work closely with our sales, marketing, product, and R&D teams to deliver exceptional customer experience
✓ Willingness to travel abroad
✓ Fluency in English and Hebrew
✓ Additional languages - Advantage
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