Director, Customer Experience
Location
Ontario | Canada
Job description
Miovision is a global industry leading company providing agencies and organizations modern tools to improve today’s traffic problems. We offer solutions that collect multimodal traffic data and uncover actionable insights, helping organizations get more out of their road network. The result: streets capable of moving more people – safely and efficiently – whether they are in a car, on a bus, on a bike or e-scooter, or walking. Since 2005, our systems have counted or assisted more than thirty billion vehicles around the world. With global headquarters in Kitchener, Canada, as well as operations in Germany, Serbia and the United States. For more information, visit miovision.com.
Position Summary Reporting to the CRO, the Director of Customer Experience(DCX) supervises and oversees the strategy, planning, and execution of Miovision’s overall customer experience in North America and Worldwide. You will deliver the customer-first programs designed to ensure our customers achieve the highest level of value with our solutions effortlessly. The Director of Customer Experience (DCX) will optimize our CRM and Data science technology to improve the post-sales experience and focus the team on value-added services and revenue generation activities. This role is public-facing to our customers/partners.
Key Accountabilities - Support the CRO GTM plan, build a customer experience strategy including implementing a user community a customer Advisory Board, and adequately document the customer feedback via scorecards to influence Miovision’s product and solution offerings, sales/ marketing strategy, and the delivery of the services.
- Ensure that Miovision Customer Support and Installation, Activation, and Onboarding teams have efficient processes with appropriate performance measures in North America and Worldwide.
- Build an efficient process and RACI across its organization to avoid duplication of efforts and ensure rapid execution, scalability, velocity and consistency.
- Represent your team at the Revenue Operations Leadership Team (ROLT) and with Operations and Product development teams..
- Lead and empower a high-performing team through clear visions/expectations, regular performance and improvement feedback, and keeping on top of emerging topics and trends in the industry.
- Support the various stages of the Customer Journey (pre-sales digital, onboarding, post-sales engagement) with consistent customer feedback to drive industry-leading customer experience outcomes.
- Working closely and positively with peers and leaders from outside the Revenue Operations department (i.e., information system, product management, business operations, operations, etc.) to drive cross-functional initiatives.
- Creates a high-energy “always-on” team that is flexible enough to pulse with the business demands of the day.
Skills/Qualifications - Bachelor’s degree or recognized equivalency or achievement of recognized professional level
- 15+ years of Customer experience at the national and international level
- 10+ years leading different teams of Customer Experience
- 5+ Years implementing new multi-channel technologies to improve the velocity of the CX
- Strategic Thinker
- Strong networking aptitude
- Ability to lead/ operate, generate results in a functional leadership position
- Strong negotiation skills set
- Ability to work in teams with multiple organizations
- Ability to manage multiple projects utilizing strong planning and organizational skills
- Experience with general consulting skills that include team facilitation, business case development, strong business analysis skills, process mapping, and process redesign
- Analytical nature with the ability to solve complex business issues
- Outstanding verbal, written, and presentation skills
- Extremely detail-oriented and Customers focused
- Experience leading teams and/or ability to coach and develop
- Continuous learner who is able to discover, evaluate & implement technologies
- Strong knowledge of all the tools and technologies that help businesses deliver, manage, measure and improve customer experience, including AI & ChatBot
Perks and Benefits Note: We have reopened our Canadian and US offices but will continue to offer flexible onsite and remote work options. Our Benefits are designed to reflect this and include:
- Comprehensive health benefits starting on day one
- RRSP Matching Plan
- Mio-Days : We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
- Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
- Internet subsidy and a remote work allowance
- Enhanced paternity and maternity leaves
- Unlimited vacation policy
- Virtual fitness classes
Requirements:
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