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Head of Customer Experience

HEAD OF CUSTOMER EXPERIENCE

Within is searching for a Head of Customer Experience to maximize the value of our customers' experiences with our products and to build strong relationships that reflect our brand and mission. This role will be instrumental in supporting our customer’s experience.

The impact you'll make:

You will advocate for our customers and engage in ways that ensure a great experience with our products, services, and community. Managing and building lasting customer relationships, you will be the point person for educating, advising, and empowering customers to get the most from their membership. Your main goal is to ensure customers have an incredible experience with Within products. You will represent the company as their trusted partner. You will become the most visible touch point for our customers to Within.

What you'll do:

• Serve as the primary point of contact for potential, new and existing customers
• Help customers with their onboarding process, to ensure they have a positive experience
• Understand and manage plans for each customer as it relates to our business. This includes learning strategy and maximizing engagement
• Partner with business development, product and marketing teams, to discuss customer activities and relationship with our products
• Research and identify trends and pain points to provide recommendations based on customers’ feedback and needs
• Check in on customers regularly. Notify customers of new features, releases and/or updates
• Maintain a thorough understanding of our products, keeping updated with the latest information, and communicating these changes with our customers.
• Lay out the structure and foundation for ramping up the customer service team

What you'll need to be successful:

• 5+ years professional work experience in a customer service leadership position
• Experience managing customer service team members
• Strong relationship building skills
• Thorough understanding of technology trends and products
• Strong verbal and written communication skills
• Problem-solving skills, with proven experience troubleshooting on the spot
• Results-driven and self-motivated personality
• Exceptional multi-tasking abilities
• Great organizational skills with attention to detail

Bonus points for :

• Previous experience working with VR/AR products
• Previous experience working in Marketing or Sales departments