About VistaXM
VistaXM is the leader in providing Experience Management as-a-service for B2B companies. We help our customers create and retain loyal customers by delivering industry-leading customer experiences which translate into significant business value. We remove the complexity of managing Customer Experience (CX) programs from our customers by running their CX programs for them, telling them what they need to know and then helping them implement the changes with the highest levels of business impact.
Our proprietary playbook and AI-enabled platform delivers significant differentiation vs. the traditional consultative approach that is prevalent in the market today for CX solutions. VistaXM provides actionable insights to our customers in a fraction of the time of a DIY program or consultant engagement, and we deliver this service for less than our customers can do themselves.
In this role
The Director, XM Strategy role reports to the COO and is responsible for implementation, leadership and execution of strategic CX initiatives and projects for VistaXM customers.
You will work closely with senior client executives and cross-functional teams to build and implement innovative strategies that drive customer satisfaction, retention, and business growth. You will provide expert advisory services to clients in the areas of Customer Experience management, CX program design and implementation, survey design, benchmarking, action planning, communications, and management of change.
You will implement and lead CX initiatives for our customers, own customer relationship, and drive stakeholder engagement to ensure our customers achieve desired business outcomes based on the mutually agreed-upon success criteria.
You will work with VistaXM leadership team to lead the improvement of our current methodology and development of new and innovative service offerings that meet our customers’ needs.
Responsibilities
- Understand our clients’ business objectives and develop and execute comprehensive CX strategies that align with those goals.
- Implement world-class customer experience programs leveraging your prior CX management experience and VistaXM methodology.
- Drive CX strategy on behalf of our clients to facilitate experiences that enable them to get the most value from their VistaXM services and help increase the overall value to VistaXM.
- Oversee the governance of our delivery engagements, including the on time, in scope, and on-budget delivery of our portfolio of projects and programs.
- Develop executive-level presentations and deliver monthly and quarterly business updates to our clients’ leadership.
- Creatively gather and package customer feedback and related data points to develop insights to support leadership decision-making.
- Leverage analytics tools to help identify patterns from customer feedback and prioritize actionable opportunities for customers to implement.
- Simplify complex findings and concepts to drive action and improve decision making.
- Educate yourself and be able to effectively communicate VistaXM’s value proposition and how we deliver that value to the customer.
- Inspire, mentor, and elevate your team members, fostering an environment of growth, collaboration, and peak performance.
- And since we’re a rapidly growing startup, any other relevant task that might pop up.
Who we’re looking for
- An energetic, personable individual who is driven to succeed.
- Comfortable working and communicating with C-level executives.
- A person who has worked in a startup or other lean business, we need people who want to solve problems without significant support staff or oversight.
- Great team player, loves to share best practices and help others grow.
- The ideal candidate will be a bold, creative customer and user experience leader who will be laser-focused on understanding our clients’ current and future needs
Skills & Requirements
- 7+ years of experience in customer experience, customer success, or related roles (B2B preferred).
- Excellent communication, presentation, and time management skills.
- Demonstrated ability to lead and inspire teams, with a track record of driving customer-centric transformations.
- Demonstrated ability to negotiate with and influence senior leaders.
- A blend of external consulting experience as well as internal CX practitioner experience is preferred, although candidates with experience only on one side will be considered.
- Deep understanding of Customer Experience management process particularly in the B2B arena.
- Experience developing CX strategy and initiatives, ability to show progress and outcome measurements via feedback and performance measures.
- Experience using human centered design concepts and development of user journey maps
- Experience working with medium to large, complex organizations.
- Prior program management experience.
- BS/BA degree or similar work experience required .
Compensation
VistaXM offers a competitive overall compensation package which is dependent on previous experience. VistaXM also provides a competitive benefits package plus equity.
Additional Information
Ability to travel up to 25%.
Location is anywhere in the United States