• SVP, Customer Experience & Insights

    Job Locations US-WA-Vancouver
    # of Openings
  • Overview

    The SVP, Customer Experience & Insights will come in every day with the incredibly rewarding and critical responsibility of ensuring that DiscoverOrg’s customers are raving fans who consistently use our award-winning B2B intelligence to accelerate their growth. This individual will lead the development and the execution of cross-functional strategies to improve customer engagement, renewal, and advocacy - all based on a deep foundation of customer insights and analytics.


    Ultimately, this key leader will own 4 key operational metrics including 1) logo renewal rates, 2) platform adoption, 3) customer satisfaction, and 4) customer advocacy.


    DiscoverOrg operates at an incredibly quick  pace, and the right person for this role must be able to move fast, hit the ground running, and deliver quick wins while building long-term strategies.



    Key Responsibilities: 

    • Enable and elevate data-driven decision-making that elevates overall renewal rates and customer experience
      • Provide in-depth visibility and critical intel into the behavior (both in-platform and outside) and characteristics of our customer base - how these change over time and what impact they have on our renewal and retention rates
      • Unite disparate customer data points across multiple systems and sources to design and build a scalable platform for evaluating customer health at each point in our customers’ lifecycle
      • Build and define our customer segmentation model and align cross-functional teams around the model - from how we train to message to support to upsell
      • Design and implement processes and systems to ensure we have accurate and complete customer data on an ongoing basis
    • Align the entire DiscoverOrg organization to deliver an optimized, cross-functional customer experience
      • Map the entire customer lifecycle journey to identify opportunities for improvement - from product to sales to onboarding to support to ongoing marketing to renewal and upsell
      • Ensure that key measures of success are in place for each point along the journey and that the entire organization is able track against those KPIs
    • Establish proactive customer listening mechanisms and feedback loops that deliver the voice of the customer back into the organization to drive strategic improvements to our roadmap, marketing strategies, sales strategies, and training programs
    • Lead our mission-critical customer training, customer marketing, and customer support teams while building strong cross-functional relationships with marketing, product, sales, and account management to create a customer-centric organization


    Key Requirements


    • Passion and knowledge of cross-functional B2B customer experience best practices
    • Proven success increasing customer adoption and renewal rates through implementation of best practices
    • Proven ability to develop a data-driven and 360 degree view of customer segments - leading to the development of a comprehensive, targeted strategy designed to drive increases in adoption, renewal, and advocacy
    • Proven ability to build confidence with customers and effectively listen to their requests and needs
    • Ability to establish and facilitate effective working relationships with all levels of the DiscoverOrg team and across multiple departments
    • Proven experience developing customer journey maps, identifying areas of dissatisfaction in the experience and developing plans to monitor and make improvements to the experience
    • Strong process/project management skills with the ability to manage and implement strategies rapidly - with a test and refine approach
    • Proven ability to quickly identify root causes of issues and organize and prioritize multiple competing deadlines
    • Proven ability to understand key business drivers and utilize analytical findings in order to map process solution design
    • Proven ability in leading, coaching and mentoring employees to improve performance
    • Exceptionally strong verbal and written communication skills
    • Experience with customer experience technologies, including survey tools, NPS, Totango (or similar program), and Pendo
    • Strong experience with quantitative and analytical tools, including Excel, Tableau, SPSS, and SAS
    • B.A required; MBA preferred
    • Experience using DiscoverOrg platform preferred
    • Experience in a previous sales or marketing role preferred


    We offer an attractive benefits plan with health benefits that include three medical coverage options, vision and dental coverage – HSA, FSA, 401(k) with employer match, paid parental leave, paid time off, paid sick leave, short-term and long-term disability, life insurance, and AD&D insurance.





    Why You Should Join DiscoverOrg:


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