We are on a mission to transform how tradespeople run their businesses and have a positive impact on their lives. We hire people with energy to build something special that will transform an industry and meaningfully impact the lives of our customers. Success for us is millions of people using Tradify across the world. Fundamentally we want to solve big problems and build great products that people love and can't live without.
We are currently seeking a highly skilled and experienced Director of Customer to cover a parental leave absence. In this role, you will be responsible for leading our Global Customer Success and Support teams and driving a culture of exceptional customer service and satisfaction.
You will work cross-functionally with the sales, product, and engineering teams to ensure a seamless customer experience and to identify opportunities for customer success and growth within our user base.
The successful candidate will have a passion for helping customers succeed, a strong background in customer and the ability to lead and inspire a high-performing team. This is a 12 month-fixed term position
Key Responsibilities: Be the champion of the customer experience for all Tradify customers and trialists, working end-to-end from trial through to product use to improve uptake and deliver customer feedback Deliver a high-quality and responsive service that increases customer satisfaction and feature use across the Tradify product, and that is scalable Develop a superior understanding of churn drivers and develop and implement plans to address these Lead cross-functional teams and initiatives focused on improving customer activation and time to value, with a particular focus on digital processes and self-serve onboarding Ensure the new customer onboarding journey is scalable and effective Identify and implement actionable recommendations to increase customer advocacy and referrals. Requirements: Analytical and skilled in developing insights that pull together quantitative and qualitative research Customer-centric, able to support and promote the voice of the customer Excellent organisational and leadership abilities, with the ability to define a strategy, prioritise, develop and execute projects to deliver on it Outstanding communication and people skills, with the ability to influence stakeholders In-depth knowledge of diverse business functions and principles (e.g. sales, customer, product) Experience implementing process improvements across cross-functional teams Experience executing digital onboarding and activation strategies. For the right candidate, we offer a great benefits package,
Hybrid Working 3 office/2 home Employee Share Options (ESOP) Generous Parental Leave entitlements Down Tools Days (5-6 days a year to follow your passion) Volunteer Leave (to pay it forward in our community) Birthday leave (a paid day off so you can celebrate) A Dog Friendly office Legendary Monthly Team Lunches A values-based culture Interested? Want to know more? Get in touch
#J-18808-Ljbffr
