SVP Customer Experience

The SVP, Customer Experience will be responsible for managing an organization and the set of teams that together, in an integrated way, deliver a world-class customer experience, drive top-tier retention and expansion rates, and contribute to the financial success of Ellevation.

In this role, you will:

Ellevation is creating a Customer Experience department that will lead and manage the entire customer experience, drive efficiencies required for scale, grow district partnerships, and demonstrate impact. The Customer Experience teams will include Implementation, Ongoing Support, Training, Data Integration and Customer Support/Help Desk.

Develop and implement a cohesive customer experience

  • Establish and communicate the customer experience vision and lead the teams to achieve their goals
  • Effectively weave together the work of the customer experience teams to ensure it is well coordinated, integrated, customer-focused, and effectively leverages technology in order to scale with quality
  • Use technology, data and rigorous business analysis to enhance the team’s effectiveness, improve efficiencies and margins, and drive customer engagement strategies

Design, develop, implement and continually evaluate actions/processes to drive utilization of Ellevation’s products and services.

  • Implement and continually refine processes for each step in the customer experience - onboarding (data integration), implementation, training/PD, usage, renewal, new product implementation, growth - to maintain quality and drive financial performance.
  • Develop systems and processes to track and report customer usage and engagement throughout their entire journey; Share usage and engagement reports broadly across the organization.
  • Develop customer facing reporting to inform partners of Ellevation’s value and opportunities.

Build a top-quality team

  • Attract and and sell top quality candidates to join Ellevation.
  • Play a role in developing and coaching team members in their current roles to improve performance and prepare for future roles.
  • Manage other people managers, and help motivate the broader team.

In addition:

  • Partner with Product, Marketing, and Engineering to ensure customer insights are continuously feeding product development. Coordinate extensively with Product teams to enable customer implementations to be done faster and more cost effectively over time.
  • Play a lead role in the financial success and profitability of Ellevation: drive innovation to improve efficiency, manage costs, and ensure Ellevation can scale and simultaneously improve margins.
  • Drive revenue through the effective productization of both online and offline PD and training.
  • Lead, coach, motivate and develop the Customer Experience teams, ensuring a common understanding of Ellevation’s mission and vision, OKRs and financial targets, supporting a culture of teamwork and cooperation both within the department and across the broader company, always with a focus on the highest levels of customer satisfaction.
  • Achieve and report on monthly, quarterly and annual department revenue and gross margin targets.

About you:

  • Works well as a strong leader of highly charged self-starters
  • Must have experience in developing scalable workflows that can be implemented globally, for technical support and new customer implementation based on metrics and data
  • Familiarity and practical expertise with various customer enablement technologies such as customer self-service tools, on-line training tools, customer success management platforms, etc.
  • 10+ years’ experience in customer experience delivery within software companies. Enterprise software experience and SaaS software experience strongly preferred
  • Demonstrated success in scaling and profitably growing a services business focused on predictable and repeatable implementations
  • Demonstrated success with driving teams to meet corporate and departmental objectives
  • Demonstrated success as an experienced manager with ability to hire, mentor, coach and develop a geographically dispersed Services teams.
  • Deep capacity for business analytics and the application of rigorous analysis
  • Boston-based (strong preference)
  • Travel (50%)
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavasriptLanguages
    • PythonLanguages
    • ASP.NET MVCLanguages
    • jQueryLibraries
    • KnockoutLibraries
    • FoundationLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • AureliaFrameworks
    • EntityFrameworks
    • ElasticsearchFrameworks
    • MongoDBDatabases
    • SQLDatabases
    • CouchbaseDatabases
    • Google AnalyticsAnalytics
    • SplunkAnalytics
    • Insight SquaredAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • WistiaCRM
    • AskNicelyCRM

Location

Our office is in the trendy and easily accessible Downtown Boston area with plenty of restaurants, coffee shops, and bars nearby.
38 Chauncy Street, Boston, MA 02110

Insider's spotlight

How would you describe the company’s work-life balance?

At Ellevation we have great work-life balance with remote work options and flexible hours. Everyone is very committed and works hard throughout the work days but knows that their personal time and PTO will be respected.

Mayya

Office Manager

How do you collaborate with other teams in the company?

I collaborate with others in the company through our use of Slack, regular all-hands company meetings, inter-team meetings, and our office space. More specifically, our Slack portal has been designed to include many cross functional channels such as product updates, territory-specific team channels and more. Inter-team meetings every 2 weeks, such as the Partner Product PowWow, gives partner-facing teams to learn more about the product development timeline, beta testing and the opportunity to ask questions. Ellevation also has a large open plan office with many different workspaces & locations, which makes it easy to work together & relax!

Ben

Partner Development Manager

What makes someone successful on your team?

A successful member of the data integration team is a quick learner who is process oriented with the ability to innovate. They must be inquisitive, yet self-directed with a strong attention to detail. Being a team player and just a generally nice person is also critical to their success.

Timna

Director of Data Operations

The Training Solutions team is an integral part of ensuring the overall success of our partners. Because we are the team to be in front of the end user, we [trainers] are able to provide valuable insight into the needs of our partners because we hear first hand what is going well, what could be improved, and what challenges users face. As a result, we influence and provide end user perspective that is valuable to product designers, implementation managers, marketing, and sales.

Denise

Director of Training Solutions

Every engineer meets bi-weekly with their manager to check-in. We discuss progress on current projects, near and long-term goals, and what resources we could use to help us succeed. It's a great environment to be in to grow your career skills.

Garret

Software Engineer

Perks of working here

Casual Dress
Commuter Benefits
Company Equity
Company Outings
Conferences & Training
Dental
Flex Work Hours
Game Room
Generous PTO
Happy Hours
Health Benefits
Onsite Gym
Remote Work Program
Stocked Kitchen
Vision
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