What are the responsibilities and job description for the VP, Customer Experience position at LearnUpon?
At LearnUpon, we're seeking an experienced VP of Customer Experience (CX) to join our Executive team.This is a hybrid role, working 2-3 days per week from LearnUpon's Dublin or Salt Lake City office.
LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals - all through a single, powerful solution.
With offices in Dublin (our HQ), Philadelphia, Salt Lake City, Belgrade and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do.
Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We strive to live by our values, act like owners, lead with curiosity and deliver quality for our customers. We're proud of our success and we're humble and hungry to achieve more.
Our Customer Experience function is fundamental to driving our Company's and Customers' success. The VP of CX is a results-driven leader responsible for designing and executing strategies that drive customer retention, loyalty, and revenue growth. This role focuses on optimizing the customer journey to maximize lifetime value, reducing cancellation, and identifying opportunities for account expansion. By partnering across departments, the VP will create a customer-first culture that aligns with the organization's growth objectives.
What will I be doing?
As the VP of CX, you will lead a high-performing team of leaders across our Implementation, Customer Success, and Technical Support functions onboarding specialists, customer success managers, customer community, technical documentation and technical support representatives, whose teams are dedicated to enhancing customer satisfaction, developing expansion opportunities, and ensuring a seamless, positive customer experience.
In addition, you'll have overall responsibility for the following key areas :
Retention and Revenue Growth
- Develop and execute data-drive strategies to increase customer retention, loyalty, and satisfaction.
- Create programs and campaigns designed to grow revenue through expansion opportunities by identifying unmet customer needs.
- Use data-driven insights to segment the customer base to deliver targeted retention efforts and personalized growth opportunities.
- Proactively monitor customer health metrics, identifying and mitigating risks for at-risk accounts.
Revenue Alignment
Customer Journey Enhancement
Leadership and Team Development
Analytics and Reporting
What experience do I need?
What skills do I need?
Not required but considered a plus
Why work with us?
What is the Hiring Process?
Applicants for the position can expect the following hiring process :
LearnUpon is an Equal Opportunities Employer. We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.
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