Director of Customer Experience - Strategic Enablement en CallRail

The Position

CallRail is seeking a Director of Customer Experience to lead strategic enablement and client service within our support organization.  The Director will be responsible for executing a strategic vision and leading a high-performing team to provide support and drive product enablement for our strategic clients.  Reporting directly to the Vice President of Customer Experience, the Director will lead a team of client and support specialists to develop, execute and maintain support initiatives that enable product and revenue growth of key clients while facilitating more effective product implementations for our partners.  Initiatives will include post-sales implementation, feature onboarding and overseeing programs or processes to improve customer satisfaction, loyalty and retention.

The Director will also represent the voice of our customer to ensure client needs are considered and accounted for while developing programs to support the use of CallRail products and services by our clients. This high-level role requires strong leadership, analytical skills, and the ability to drive continuous improvement in products, services, and customer support operations. The role is an excellent opportunity for someone to have an impact on the growth of the CallRail Customer Experience organization working closely with key stakeholders across the entire organization.

What You'll Do 

• Drive continuous improvement through initiatives to enhance customer satisfaction, loyalty, and retention within the Customer Experience organization. 
• Create and implement strategies to enhance the customer journey, improve customer satisfaction, and ensure clients achieve maximum value from CallRail products or services. 
• Take ownership of key enablement projects within Customer Experience to ensure readiness of initiatives and product or feature launches from a strategic client perspective.
• Establish health metrics in partnership with analytics and sales to be more proactive on retention, product utilization rates and positively influence churn. 
• Oversee management of white-glove requests to ensure proper implementation for clients.
• Lead assessment of customer feedback and establish proactive internal account reviews to identify and address technical issues, pain points and gaps for strategic clients. 
• Work collaboratively with GTM teams to identify ways to improve customer outcomes.
• Leverage technology, AI and automation to improve efficiency, scalability and drive better customer outcomes. 
• Foster a customer-centric mindset by acting as a champion for customer needs, promoting a customer-centric mindset throughout the organization. 
• Build a high-performance and growth mindset team by developing our top talent and help create a culture of learning and development within CX.

What You'll Need

• Proven track record leading client-facing facing teams with an operational or technical focus; 10+ years experience in B2B Customer Experience, Customer Success or Account Management.  Background in Software as a Service preferred.
• Demonstrated ability to develop and execute programs that support client growth of core products and services.
• Proven track record of curiosity which leads to deeper customer engagement and retention.
• Analytically driven, technically deep and comfortable leading from the front while being able to positively influence cross-functionally inside of CallRail.
• Ability to inspire by supporting, challenging and recognizing the team to grow with confidence.  
• Outstanding client-facing capability, proven record of advocating for customer needs and goals across the leadership team.
• Ability to balance customer needs with business objectives and demonstrate the return on investment (ROI) of customer success initiatives. 
• Strong presentation and communication skills to collaborate with stakeholders at all levels of the organization and drive change. 
• Ability to work collaboratively across cross-functional teams to achieve a common goal.
• Ability to work in a fast-paced environment with meticulous attention to detail. 
• Superb communication, writing, and storytelling skills.
• “High-horsepower” thinker – “High Execution” doer.
• Desire, energy, drive and creativity to continuously improve and push the bar higher.
• Bachelor’s Degree required.

 If you do not meet all the requirements listed, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that aligns with your skills and experience.

Additional Perks

• Healthcare (one option covered at 100% for employees), Dental & Vision Coverage
• Competitive HSA with company matching
• Paid parental leave
• Flexible vacation policy
• 401K options with company dollar-for-dollar match
• Employee stock options available from day one
• $2,000 annual educational allowance
• Catered lunch every Tuesday * an in-office perk
• MARTA transportation or office parking expenses covered
• Employee charitable donation company match, up to $500 annually
• Regular company outings and events 
• Hybrid work options with $500 office stipend to set up your home office
• Designated bike storage

This position is based out of our Atlanta office and will require that you come into the office on Tuesdays and Thursdays. 

Learn more: https://www.callrail.com/about/ 

You Are Welcome Here

CallRail understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company's core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities and expressions. In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).