Perceptyx Looking for Director of Customer Experience at United States Full Time

Description

Hello,👋 nice to e-meet you. Our VP of Customer Success Enablement is currently looking to add an engaged, passionate Director of CX to her team. This is a first-of-its-kind opportunity at Perceptyx, where you will be responsible for creating, managing, and optimizing an exceptional customer experience that consistently engages and delights our customers. The role entails driving business outcomes and delivering measurable results at scale. Additionally, you will establish and lead the CX Center of Excellence (COE), allowing you to transform how we interact with our customers. You will have the opportunity to lead both strategy and implementation and eventually, a remarkable CX team. If you are interested in interviewing, please apply by responding with your updated resume.

Perceptyx’s mission is simple: We help employees and their organizations thrive. How do we do that? We facilitate the ongoing conversation between employees and their company to drive success. We are passionate about helping organizations listen to and act on what matters most to employees. When employees are happy, everyone is happy! We also employ an incredible, diverse staff of professionals with the knowledge and drive to move every employee engagement survey project swiftly from vision to reality.

Some things you will do:

• Design, launch, measure, and manage a scalable & repeatable customer experience, Voice of the Customer, CSAT, NPS, and customer feedback channels, programs, and tools.
• Build out, implement, manage, and measure our digital & 1:many experience & resources.
• Streamline operations & implement tools (Gainsight, Salesforce, FinancialForce / Certinia, etc.) and also identify & execute opportunities for automation, efficiency, and scale.
• Map, manage, and measure the entire customer journey and identify opportunities and solutions to improve experience, engagement, efficiency, effectiveness, ROI, NRR, and lifetime value.
• Assess & calculate CX / EX impact, opportunities, and cost. Establish & track KPIs. Make recommendations based on experience, business outcomes, and opportunity/cost analysis.
• Lead cross-functional collaboration, alignment, and execution of CX / EX improvement, engagement, and expansion programs, initiatives, and teams. Champion a customer-centric mindset within the organization, promoting a culture of empathy, responsiveness, and continuous learning.
• Develop and lead knowledge centers and documentation, resources, and cross-functional enablement. Design, document, & maintain operational workflows, documentation, and resources.
• Develop and lead cross-functional change management processes, programs, and initiatives.
• Assess, implement, & manage CX/EX systems, processes, & tools (e.g., CSP, LMS, CMS, etc.)

Requirements

• 12+ years of customer experience &/or CS operations experience (or related) and 8+ years in a supervisory and/or managerial role.
• 10+ years of experience in the B2B SaaS Industry
• Bachelor’s degree that supports concepts in Customer Success, Operations, Enablement, and Organizational Design or work experience equivalent.
• Successful track record in creating engaging and sticky customer experiences that delight our customers AND deliver measurable business impact and outcomes.
• Experience developing and managing digital & 1:many adoption and enablement programs, content & tools.
• Experience implementing & managing customer success platforms (e.g. Gainsight), project management & service management platforms (Certinia / FinancialForce), customer management platforms (Salesforce), learning management platforms (Skilljar, Docebo), etc.
• Driven to continually assess, improve, measure, elevate, and optimize.
• Ability to solve complex problems, design a solution, AND execute tactically.
• Positive, self-motivated, and personable human being with an agile mindset, and has a track record for delivering quality work in a high-productivity work setting.
• Experience leading change management initiatives, programs & teams.
• Exceptional problem-solving skills and ability to think analytically while working through unique situations.
• Exceptional verbal and written communication skills.

WE’RE HELPING ORGANIZATIONS ACROSS THE GLOBE 🌎

Here at Perceptyx, our mission is simple: we help employees and their organizations thrive. How do we do that? By creating an ongoing conversation that results in data and insights critical to everyone’s success. We are passionate about helping organizations listen to and act on what matters most to their employees. As the Employee Experience (EX) experts, Perceptyx’s approach is unique. Our combination of technology, service, and expertise is second to none. We employ an incredible staff of diverse professionals with the experience, knowledge, and drive to move every employee listening program swiftly from vision to reality.

Benefits

Compensation: Perceptyx is focused on equitable pay for all our staff and aims for transparency with our pay practices. This position has a base salary range of $145,000 to $165,000. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

We Care About The Whole Person 🫶✨

• Healthy medical, dental, and vision insurance for you and your family
• Life insurance up to 1x your annual salary (up to $250k) paid by Perceptyx
• Generous Maternity, Paternity, and Adopter leave benefits with flexibility on when you use this benefit
• 401(k) plan along with a 3% company match and immediate vesting upon hire

Generous Time Off 🏝

• As hard as we work, we also know how essential it is to take time away to rest and recharge. We offer flexible paid vacation with an expectation of every team member taking off at least 10 business days per calendar year.
• 16-17 paid holidays, depending on the calendar year.

Setting You Up For Success 🧑🏻‍💻👩🏾‍💻

• Mac or PC laptop options
• Paid LinkedIn Learning and guided videos to watch when it works for your schedule
• Full subscription to The Calm App: #1 app for Sleep, Meditation, and Relaxation, with over 100 million downloads

Perceptyx In The News 📰

• Perceptyx Adds More Than 100 New Enterprise Customers
• Lighthouse Research & Advisory has awarded Perceptyx the 2022 HR Tech Award for Employee Experience – Best Comprehensive Solution
• Perceptyx and The Bersin Company Extend Strategic Survey Partnership

Perceptyx Equal Employment Opportunity Policy:

Perceptyx celebrates diversity and an inclusive environment. We focus on providing an environment of mutual respect where equal employment opportunities are available to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Perceptyx’s policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All aspects of employment are decided on the basis of qualifications, knowledge, merit, and business needs.