Job Description
Chief Customer Officer
REMOTE
CUSTOMER EXPERIENCE
FULL-TIME
Who we are:
Mediafly is the leading revenue enablement platform market-facing teams use to plan, predict, coach, and engage at the highest levels. Our unified suite of solutions create immersive buyer experiences; enable sellers to lead with value, allow managers to scale coaching, and empower leaders to forecast with confidence. In today’s unpredictable market, Mediafly is the key to delivering predictable efficient growth.
Read this first: Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. If you think you have what it takes, but don’t necessarily meet every single point on the job description, please apply. We’d love to have a chat to see what skills/experiences you are able to bring to this team.
Our Customers:We’re proud to work with some of the most well known brands in the world, spanning industries from consumer goods to manufacturing to life sciences, big tech to media & entertainment. This breadth across our portfolio allows our company to remain resilient when economic headwinds impact a specific industry. Our customers are true partners. They bring forth challenges and we work together to co-innovate, turning those challenges into opportunities that make a meaningful impact on their business.
Mediafly is looking for a dynamic and experienced Chief Customer Officer to lead our customer experience organization. As the Chief Customer Officer, you will be responsible for leading, supporting, developing, and inspiring all post sales personnel as well as for enhancing and devising strategies that turn our customers into strong internal and external advocates. You will be responsible for increasing customer satisfaction and delivering world-class retention rates. In partnership with sales leadership you will drive exciting incremental ARR growth through strong collaboration and process excellence between pre-sales and post-sales personnel. You will work closely with the leadership team to ensure our customers receive world-class service and support, that our product strategy and roadmap aligns with the needs of our customers and that those needs are at the forefront of our decision-making.
Responsibilities:
- Drive World-Class Retention Rates: Implement strategies and initiatives to achieve and exceed industry-leading customer retention rates.
- Ensure Customer Delight: Ensure your team establishes and maintains ongoing relationships by having regular communication cadences and value-added interactions with customers.
- Foster Customer Advocacy: Develop programs and initiatives to transform satisfied customers into vocal advocates, promoting our integrated solutions within their industries and networks.
- Process Excellence: Implement and refine customer experience processes and methodologies to ensure seamless onboarding, efficient support, proactive engagement, and overall customer success.
- Talent Development: Create and nurture a high-performing customer experience team, providing guidance, mentorship, training, and coaching designed to develop top-tier talent.
- Drive Collaboration with Sales Team: Ensure CX team members collaborate closely with the sales team members to create seamless customer experiences and drive incremental ARR.
- User Adoption: Drive internal (Mediafly on Mediafly) and external adoption of Mediafly’s suite of solutions.
- Customer Data Analysis: Utilize customer data and metrics to analyze trends, identify opportunities for improvement, and make data-driven decisions to enhance the overall customer experience and business outcomes.
- Customer Success Advocacy: Act as a public-facing advocate for Mediafly by developing a strong presence on social media and by attending and speaking at industry events, conferences, and webinars to represent our company and share best practices.
- Customer Journey: Work closely with sales and marketing leadership to define the optimal customer experience across the entire customer journey.
- Voice of the Customer: Partner with marketing and product leadership to gather feedback and insights that inform product development, product roadmap and marketing and sales strategies.
- Develop and maintain strong executive relationships with key customers and stakeholders.
- Personnel Budget: Oversee the customer experience organization’s personnel budget to maximize customer satisfaction, retention rates and incremental ARR.
Qualifications:
- Bachelor’s degree in business, marketing, technology or a related field. Master’s degree is a plus.
- Proven track record of successfully driving high customer retention rates at a SaaS or technology-driven company.
- Extensive experience in customer success, account management, or related roles with a focus on B2B customer relationships.
- Strong process orientation and experience in implementing and optimizing customer success methodologies.
- Excellent leadership and people management skills with a proven ability to develop and mentor a team.
- Highly collaborative mindset and the ability to foster relationships across different teams and stakeholders.
- Exceptional communication and presentation skills, with the ability to effectively engage with customers, internal teams, and senior executives.
- Analytical mindset with the ability to leverage customer data and metrics to drive decision-making and optimize customer success efforts.
- Passion for customer advocacy and the drive to exceed customer expectations.
- Experience working with large enterprise accounts and understanding the complex needs of those customers is essential.