Vice President and Chief Customer Officer

The Vice President and Chief Customer Officer is responsible for implementing and overseeing a customer first approach throughout the ABS Wavesight organization. This position is responsible for developing ideas to improve people, processes and systems that directly affect the customer experience and driving revenue and customer retention.

What You Will Do:

• Understanding the customer and promoting a customer-first approach throughout the entire organization, prioritizing customer-facing departments – Professional Services and Customer Success.
• Leading customer programs and ensuring efficient analytics / reporting to promote a data-driven approach to the needs and requests of the customer base.
• Assisting customer-facing departments in their workflows and providing feedback on strategies, reports, tactics, and etc.
• Stepping in to resolve escalated customer support requests and collaborating with various departments and teams to ensure positive customer outcomes regardless of their issues.
• Strategizing, delegating, and collaborating on customer success initiatives and programs that drive retention, loyalty, and growth.
• Approaching customer relations with a business-development perspective, keeping an eye out for any opportunities, and collaborating with expansion, upsell, and growth managers to successfully act on opportunities and grow the business.
• Interfaces with the customers and acting on their input in a diplomatic and analytic manner, prioritizing requests by relevancy, urgency, and importance.
• Partnering with internal team members and finding ways to best serve the customers while maintaining efficient internal processes.
• Reviews reports and correlates data to create an accurate picture of the customer behind the scenes.
• Serves as the decision maker on customer-facing initiatives and ideating to better serve the customers’ needs.

What You Will Need:

Education and Experience

• Bachelor’s degree in a related field is required. MBA or related graduate or post-graduate degree is preferred. 
• Minimum of fifteen (15) years of experience leading a customer-facing department with proven strategic planning skills, revenue goal achievements, and experience implementing or overseeing a customer-first approach required.

Knowledge, Skills, and Abilities

• Strong communication skills and the ability to follow customer narratives to understand their point of view and transform and present those insights into workable strategies for customer success and business growth.
• Deep understanding of customer service, customer experience, customer success, and customer operations.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
• Strong analytical and goal-oriented mindset backed by expert-level people and project management knowledge and skillset.
• Advanced IT&C knowledge and capabilities and ability to learn new software tools on the job and gain a deep understanding of business products and services.
• Ability to obtain a working knowledge of the ABS Health, Safety, Quality, and Environmental Management System. 

Reporting Relationships:

Reports directly to the Chief Executive Officer