We are looking for an experienced Chief Customer Officer (CCO) to lead our customer success, support, and services teams across the EMEA and APAC regions. As the CCO, you will be responsible for driving customer satisfaction, improving customer retention, and promoting customer advocacy for our SaaS procurement software solutions. This role is crucial to ensuring a seamless customer experience, maximizing customer renewals, and fostering growth.
Key Responsibilities:
1. Professional Services & Customer Success Leadership:
Lead the Customer Success, Support, and Professional Services teams across the EMEA & APAC regions to ensure seamless customer onboarding, implementation, and ongoing satisfaction with our SaaS procurement solutions.
2. Customer Retention & Development Strategy: Develop and implement a comprehensive customer strategy aligned with the organization's goals and objectives. Define the vision, goals, and metrics for delivering exceptional customer experiences and driving customer satisfaction and loyalty.
3. Customer Account Management: Lead Customer Account Management team who are responsible for relationships and driving account retention, growth, and satisfaction. Proactively engage with customers to gather feedback, address concerns, and identify opportunities for collaboration and partnership. Foster strong relationships with our key customers and stakeholders, serving as a trusted advisor and advocate for their needs and priorities. Manage the renewal process and ensure customers renew their contracts and handle negotiations and discussions around contract terms.
4. Customer Engagement & Advocacy:
Build and maintain strong relationships with key customers, acting as a trusted advisor to ensure they derive maximum value from our products. Foster a customer-centric culture that prioritizes proactive engagement and customer advocacy.
5. Customer Experience (CX) strategy: Lead our CX strategy focusing on mapping and optimizing the customer journey across all touchpoints. Develop strategies and initiatives to drive customer success, retention, and lifetime value. Monitor key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention, and implement initiatives to achieve targets.
6. Cross-Functional Collaboration:
Partner closely with Sales, Product, Marketing, and Engineering teams to drive product adoption, resolve customer issues, and align the customer feedback loop with product development efforts.
7. Regional Strategy:
Develop and implement a region-specific strategy that addresses the unique needs and challenges of the EMEA and APAC markets, including localization of services and support.
8. Customer Metrics & Analytics:
Define and track key customer success metrics, including NPS, customer health scores, churn rates, and expansion revenue. Use data-driven insights to continuously improve the customer experience.
9. Value Engineering: Lead the Value Engineering Team who are responsible for ensuring customers achieve their desired outcomes using the company's products or services. Focus on customer onboarding, adoption, value realization, and support throughout the customer lifecycle to ensure high levels of satisfaction and retention.
10. Customer Training and Onboarding: Manage and drive our Customer Training and Onboarding focusing on the initial onboarding process and continuously ensuring that customers have the knowledge and resources needed to effectively use our product.
11. Voice of the Customer (VoC): Play a key role by collaborating with Engineering, Product Management, and Marketing teams to drive Customer experience initiatives, and overall business strategy by collecting, analyzing, and acting on customer feedback across various channels.
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