6 IT Director, Customer Experience Jobs in Atlanta, GA
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IT Director, Customer Experience
$127k-162k (estimate)
Full Time
7 Days Ago
Oil and Gas Job Search Ltd is Hiring an IT Director, Customer Experience Near Atlanta, GA
Join a team recognized for leadership, innovation and diversityWe are seeking a highly skilled and experienced Director of Customer Experience to join our team. In this role, you will be responsible for managing the post-sales support for our IT tech stack, ensuring exceptional customer satisfaction and success. You will oversee the road map and execution of externally facing IT products, including customer support, customer success, survey tools & evaluation, external learning management, IT service management, and e-commerce across all HCE GBEs and their dependencies of associated SBGs. Additionally, you will manage internal customers through a Data & Analytics team, as well as oversee security and vulnerabilities.
Responsibilities
Additional Information
Responsibilities
- Develop and execute a comprehensive road map for externally facing IT products, ensuring alignment with business goals and objectives.
- Manage the implementation and ongoing support of customer support tools such as Zendesk, ensuring efficient and effective resolution of customer issues.
- Oversee the customer success program, utilizing tools like Gainsight to drive customer adoption, retention, and satisfaction.
- Implement survey tools and evaluation processes, such as Satmetrix, to gather customer feedback and measure customer satisfaction.
- Manage the external learning management system (LMS), such as Docebo, to provide customers with training and resources.
- Ensure smooth IT service management (ITSM) processes, utilizing tools like Catcpoint, Prometheus, and Dynatrace to monitor and optimize IT services.
- Oversee e-commerce platforms, ensuring seamless online transactions and a positive customer experience.
- Collaborate with HCE GBEs and associated SBGs to understand their specific needs and dependencies, and ensure their IT requirements are met.
- Manage internal customers through a Data & Analytics team, providing insights and analytics to drive business decisions and improve customer experience.
- Oversee security and vulnerabilities, ensuring the protection of customer data and systems.
- Bachelor's degree in a relevant field (e.g., Computer Science, Business Administration) is required. Master's degree is preferred.
- Proven experience in a similar role, with a focus on post-sales support for IT tech stack products.
- Strong knowledge and understanding of customer support tools (e.g., Zendesk), customer success platforms (e.g., Gainsight), survey tools (e.g., Satmetrix), external learning management systems (e.g., Docebo), IT service management tools (e.g., Catcpoint, Prometheus, Dynatrace), and e-commerce platforms.
- Excellent leadership and management skills, with the ability to effectively lead and motivate a team.
- Strong analytical and problem-solving skills, with the ability to identify and address customer issues and challenges.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.
- Proven ability to manage multiple projects and priorities in a fast-paced environment.
- Strong understanding of data analytics and its application in driving business decisions.
- Knowledge of security and vulnerabilities, with the ability to ensure the protection of customer data and systems.
Additional Information
- JOB ID: HRD234662
- Category: Information Technology
- Relocation Tier: Not Applicable
- Security Clearance:
- Aviation Authority (FAA for US):
- Band: 04
- Referral Bonus: 1500
- Requisition Type: Standard Requisition
- US Citizenship:
- FLSA Statement:
- FLSA CODE: Exempt
Job Summary
JOB TYPE
Full Time
SALARY
$127k-162k (estimate)
POST DATE
06/21/2024
EXPIRATION DATE
07/15/2024
WEBSITE
oilandgasjobsearch.com
HEADQUARTERS
New York, NY
SIZE
50 - 100
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