Director of Customer Experience

Responsibilities

• Work with Project Managers, SIs and customers to build, deliver, and scale the overall customer experience from presale discussions throughout the launch and post-launch phases 
• Provide strategic guidance to support customers’ use of the Nautical platform
• Communicate with stakeholders, handle escalations and navigate challenging situations with positive and balanced results
• Work collaboratively with and influence other departments to promote customer satisfaction and achieve business unit and company goals
• Manage, forecast and monitor resource capacity and utilization, staffing appropriately all customer engagements
• Continuously improve and enhance the implementation methodology to drive efficiency and consistency
• Recruit and develop a high-performing team, developing career paths for team members that allow for growth and development within the customer experience team
• Create, monitor and deliver on departmental KPIs
• Influence GTM and Product team's strategy, based on customer feedback

About You

• Proven leadership with 10+ years of experience managing Customer Experience teams at SaaS companies in commerce/retail, eCommerce, ERP, Web CMS, PIM or other related areas
• Significant experience in driving successful software deployments across different industries
• Experience with complex customer implementations/migrations that involve ETL, Integrations, and public-facing websites as well as SI-led integrations 
• Excellent communication skills, team-focused mindset, high levels of EQ and IQ
• Experience using (and ideally implementing) tools such as Ticket Systems (Jira/Zendesk), Project Management Systems (Baton/Click-Up/MS Projects etc…), CRMs (HubSpot/Salesforce), to improve collaboration and transparency
• An entrepreneurial approach, self-aware, and an inspiring character with great energy
• Passionate player-coach who can grow and build the team as well as roll up their sleeves and get their hands dirty 
• Demonstrated success in building, scaling, and maintaining high-performing Customer Experience functions 
• Understanding of data cleansing using tools like Excel, ability to understand workflow orchestration using click-to-build tools like Zapier, and a firm understanding of APIs 
• Proven experience working on technical projects and long implementation cycles
• Thrives in a fast-paced adaptable environment, eager to tackle various projects with curiosity and a problem-solving mindset, and energized by spending the day working with customers 
• Comfortable navigating ambiguity, taking ownership, and continuously improving processes

Beyond the Skills

• You are committed to people. At Nautical, we are radically human. We make everything about people: our technology, decisions, interactions, and products are rooted in the power of being human first.
• You are a lifetime learner. We proceed by leaning into our team, knowing we don't know everything. We listen, make data-driven decisions, and communicate openly.
• You are customer-centric. We are customer-focused because acting in the interest of our customers is always the right choice.
• You are solution-oriented. We leave our egos at the door and focus on solving problems. We are okay with being wrong to make sure the product is right.
• You are passionately different. We believe in the strength of diversity, embracing different perspectives and cultures to improve our community and our decision quality.

Why Nautical

• Competitive salary and equity at a fast-growing company at the Series A stage
• Comprehensive health, dental, and vision plans- from day 1
• A hybrid work environment with an office located in Flatiron
• Home office equipment budget
• 20 days PTO