Chief Customer Officer Resume
Summary : As a Chief Customer Officer, grew and maintained a team of individuals driving the ongoing attainment of retention, growth, technology adoption, and satisfaction/delight for customers, reporting on the outward-facing goals, objectives, and responsibilities of this team.
Skills : Customer Experience (CX) Management, Leadership.
Description :
- Focused areas will include setting team goals/priorities, implementing best practices, developing measurable KPS, enabling effective account coverage, managing internal CX tools, and creating an inspiring team environment.
- Oversaw Customer Success teams by inspiring, leading, and developing a team dedicated to delivering value to our customers and internal partners.
- Handled high-level strategy for team structure and growth plans, collaborated with sales on delivering positive outcomes for our customers, partnered with customers on goals and KPIs shared Billtrust’s ROI, and identified additional customer opportunities.
- Worked closely with senior executive leadership across Global Success, Global Support, and Global Professional Services to successfully build the customer success strategy, narrative, positioning, and messaging while developing a deep understanding of our customer's needs and unique opportunity to lead the market in Customer Success.
- Served as the voice of the customer by surfacing key trends and insights back to our product and engineering teams.
- Developed and deepened relationships with key stakeholders within our largest customers driving long-term customer retention.
- Acted as a final escalation point for resolving difficult customer, sales, and/or technical and product issues.
Experience
10+ Years
Level
Senior
Education
Bachelor's Degree in Business
Chief Customer Officer Resume
Summary : As a Chief Customer Officer developed and implemented bold new ideas that will help set and achieve team and company-wide goals, moving us forward, and aligning to our corporate marketing strategy, including leveraging our brand framework, marketing tools, style guides, and events
Skills : Communication Skills, Customer Relationship Management (CRM).
Description :
- Applied analytical rigor to our CS discipline using data to inform the right initiatives and tactics to pursue.
- Established tracking, reporting, and ROI metrics for Customer Success within the company.
- Managed the team's development and execution of action plans to achieve identified customer outcomes for named accounts by establishing critical goals or other key performance indicators.
- Supported team's post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy.
- Enabled customer interactions in a manner that establishes credibility and trust as a business advisor.
- Directed growth plan development at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
- Enabled customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores.
Experience
7-10 Years
Level
Management
Education
Bachelor's Degree in Marketing
Chief Customer Officer Resume
Headline : As a Chief Customer Officer, attracted top talent, coached and developed a strong team in alignment with our values, selected, developed, and motivated personnel within the department, and provided career development for subordinates.
Skills : Strategic Thinking, Data-Driven Decision Making.
Description :
- Reviewed the performance of staff., provided prompt and effective coaching and counseling
- Created a professional environment that respects individual differences and enables all employees to develop and contribute to their full potential.
- Improved the quality of customer communications.
- Enhanced service delivery across all pillars of the customer experience.
- Ensured accuracy and timeliness of communications with customers.
- Provided a superior level of service that is consistent, uniform, and efficient for our external and internal customers.
- Implemented solutions that improve and streamline customer communications, improve quality communications, and improve the overall experience for all HQ customers.
Experience
5-7 Years
Level
Executive
Education
Bachelor's Degree in Marketing
Chief Customer Officer Resume
Objective : As a Chief Customer Officer, responsible for leading the development of a new customer experience strategy and roadmap to deliver an integrated, omnichannel experience for customers across all channels, developing and implementing a comprehensive digital transformation plan that included investments in technology platforms, infrastructure, and capabilities to support growth initiatives including omnichannel fulfillment operations, eCommerce platform migration, supply chain optimization, and international expansion.
Skills : Customer Advocacy, Adaptability.
Description :
- Responsible for overseeing the implementation of a new global operating model focused on driving efficiencies through automation and standardization while maintaining flexibility to adapt as business needs evolve.
- Responsible for spearheading efforts to improve operational efficiency by reducing costs by $100M annually with a focus on optimizing inventory levels at retail partners globally, increasing vendor performance management processes, improving forecasting accuracy, streamlining procurement processes, and implementing lean manufacturing principles throughout the organization.
- Responsible for implementing process improvements within Finance and accounting functions such as centralized finance reporting structure from regional entities into one central location resulting in reduced cycle times for financial information by 50%.
- Responsible for leading the development of a customer-centric strategy that increased sales by 25% over 3 years.
- Responsible for spearheading an initiative to improve customer satisfaction ratings from 2 stars to 4 stars in 18 months.
- Responsible for creating and implementing a comprehensive training program for all employees on how best to serve customers.
- Responsible for collaborating with management teams, marketing departments, and other stakeholders to create innovative products and services.
Experience
2-5 Years
Level
Executive
Education
Bachelor's Degree in Business
Chief Customer Officer Resume
Summary : As a Chief Customer Officer, responsible for conducting regular research into customer needs, preferences and buying habits using surveys and focus groups.
Skills : Customer Experience Strategy, Cross-Functional Collaboration.
Description :
- Responsible for answering inbound customer service calls and assisted customers with billing inquiries, product questions, and technical support issues.
- Responsible for processing customer orders and returns, and provided information on shipping status and delivery estimates.
- Responsible for researching and resolving customer complaints in a timely and efficient manner.
- Responsible for deploying programs to help drive business value with customers, and collaborate across teams to identify and pursue customer growth opportunities.
- Responsible for representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization.
- Responsible for architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions.
- Responsible for developing and implementing a customer experience strategy resulting in a 15% improvement in Net Promoter Score (NPS).
Experience
7-10 Years
Level
Management
Education
Bachelor's Degree in Business
Chief Customer Officer Resume
Summary : As a Chief Customer Officer, drove revenue growth within the existing book of business through upsell, cross-sell, and increases in utilization, broke down the critical renewal and upsell steps and created a repeatable process with clear stages and exit criteria, worked cross-functionally with the GTM team to leverage renewal events for upsell/cross-sell opportunities.
Skills : Customer Success Management, Data-Driven Decision Making.
Description :
- Aligned resources to create a seamless customer experience throughout the customer journey and define customer segmentation and strategies for assigning resources, programs, and services.
- Fostered tight collaboration with Marketing to help manage successful campaigns for our customer base.
- Prepared necessary documentation or visuals for clients to demonstrate the performance of campaigns, and analyzed trends in CSAT/NPS scores to identify areas of improvement.
- Experienced building and managing large (100+ employees) Customer Success, Services, and Support teams in a fast-paced, dynamic environment.
- Experienced in a conversational AI or contact center software company, experienced and spoke to technical customers in their language.
- Achieved and surpassed customer renewal and revenue expansion targets, as well as customer usage and engagement metrics.
- Architected services and support delivery models that align with current customer segments, deliver customer value, and scale with growth projections.
Experience
7-10 Years
Level
Management
Education
Bachelor's Degree in Business
Chief Customer Officer Resume
Headline : As a Chief Customer Officer, recruited, led, motivated, and assessed high-performance teams, made appropriate changes as needed, understood the balance between internal services and external partners, and how to use both effectively to support customers and grow quickly.
Skills : Customer Feedback Analysis, Teamwork, Customer Service.
Description :
- Established short-term results and long-term strategy and led the marketing and sales teams to focus on attracting, engaging, and delighting our prospect and customer base.
- Created a standard outreach for current and future clients, and coordinated implementation across marketing, sales channels, client management, and communication.
- Leveraged customer research and end-to-end customer journeys to provide strategic leadership for the customer base.
- Monitored the strategies and processes across the revenue cycle, and developed and implemented robust marketing and sales processes and strategies.
- Owned key operational metrics like churn and contraction, revenue, and customer satisfaction.
- Monitored the marketing and sales pipeline, adjusting as necessary to create sustainable growth.
Worked with all areas of the business to drive change within these metrics.
- Increased the lifetime value and profitability of customers, prospected and closed relationships with key target clients.
Experience
5-7 Years
Level
Executive
Education
Bachelor's Degree in Business
Chief Customer Officer Resume
Headline : As a Chief Customer Officer, provided problem analysis and problem resolution at both a strategic and functional level, provided a proactive approach and support to emerging business activities established to remain competitive in the marketplace.
Skills : Problem Solving, Conflict Resolution.
Description :
- Developed and implemented strategies for Business Development, improved customer centricity, and service quality management.
- Assumed full responsibility for the attainment of the revenue and strategic objectives of the company.
- Oversaw marketing initiatives within the organization and developed other areas of the business such as sales management, product development, channel management, and marketing communications.
- Experienced function and ensuring that services rendered by the company are at the expected levels.
- Ensured that the agreed service propositions were delivered in line with the agreed cost profile and regulatory standards.
- Worked across customer services and operations functions to facilitate the use of systems and technologies to maximize customer satisfaction, enhance employee effectiveness, and reduce cost.
- Influenced corporate activities of customer relations in the call centre, sales, marketing, user interface, finance (billing), fulfillment, and post-sale support.
Experience
5-7 Years
Level
Executive
Education
Bachelor's Degree in Business
Chief Customer Officer Resume
Objective : As a Chief Customer Officer, provided a comprehensive and authoritative view of the customer and created corporate and customer strategies at the highest levels of the company to maximize customer acquisition, retention, and profitability.
Skills : Adobe Analytics, Adobe Social.
Description :
- Experienced across all methods of access is required by customers, who often choose to change vendors if they do not get the support they require to meet their expectations.
- Oversaw the development, implementation, and continuous evaluation of the utilization and quality management metrics.
- Led organizational development activities that develop and foster strong working relationships among the members of the management team.
- Built and promoted the culture of the plan to be consistent with the values established by the corporate office.
- Developed and implemented key components of business strategy.
- Led a global professional services organization that supports customers from onboarding.
- Trained through long-term multi-stage digital transformation projects.
Experience
2-5 Years
Level
Executive
Education
Bachelor's Degree in Business
Chief Customer Officer Resume
Headline : As a Chief Customer Officer, recommended, developed, and aligned policies and procedures with company objectives, developed to provide a single vision across all methods of customer contact.
Skills : Product Management, Project Management.
Description :
- Provided high quality services to customers and responsiveness, drove a lean startup style of environment with constant learning.
- Architected the marketing and sales teams to leverage and scale in support of our growth plans.
- Ensured we are attracting and leading a team that will move the organization forward.
- Ensured that our associates have the best tools to do their jobs, and that the organization is continually focused on associate productivity.
- Used collaboration skills to work with all areas of the organization to help make decisions based on customers.
- Deeply understood our customers and the buying process to deliver meaningful and value-based messaging and content across the lifecycle to meet their needs.
- Tracked record of enhancing customer satisfaction, loyalty, and retention, developed and implemented customer-centric strategies, driving cross-functional collaboration, and optimizing customer experience across all touchpoints.
Experience
5-7 Years
Level
Executive
Education
Bachelor's Degree in Business
