Director of Customer Experience

We are: EcoInteractive is the leading enterprise software provider to government transportation and environmental agencies. With 3,000 users and $400B tracked within our software, government agents use EcoInteractive’s SaaS cloud-based solution daily to complete mission-critical workflows and data analytics.

EcoInteractive is part of MDF Commerce’s SOVRA brand, the market leader in public sector procurement.

About The Role

We’re looking for a Director of Customer Experience (CX) to oversee the entire customer journey from post-sale thru post-launch on our B2G SaaS platforms ProjectTracker and EcoTracker . You will report directly to the President of EcoInteractive , and lead customer-facing teams across implementation, customer success/support, and data analysis .

With a track record of near 100% customer retention – our company is growing quickly amidst strong demand for our cloud-hosted solutions. This role is for someone excited to deliver great customer experience journeys by leading CX teams through the challenges of scale in our next growth chapter.

What’s Important

You know from experience, what good looks like in CX for B2G / B2B SaaS. You have a track record of driving successful change management for teams facing challenges of scale.

You thrive in rigorously establishing, measuring, driving KPIs: customer eNPS , on-time and on-quality project delivery , retention rates, leading indicators of product engagement , etc.

You lead by example for your teams and take accountability for delivering outcomes.

You excel at setting the right priorities for your teams, proactively identifying risks and taking pre-emptive steps, and taking decisive action to address problems at their root. You always keep the big picture in mind, while also flying at the right level – whether it’s holding high-stakes conversations with customer executives, or getting into the product weeds to truly understand pain points – you can go deep , or pull teams back up to view the forest.

You’re effective at leading teams of ICs and managers to win , and hit company and departmental goals. You’re effective at establishing credibility , strong rapport with enterprise customers and internal cross-functional teams .

Primary Responsibilities

• Be an effective leader who monitors, drives, delivers measurable improvements in operational KPIs:
• Customer eNPS , gross retention, upsell/cross-sell, customer support levels
• On-time and on-quality delivery of implementation projects
• Effective resource management internally on project / team staffing, project gross margins, departmental budget
• Regularly monitor, relentlessly drive workstreams that bridge gaps to KPI benchmarks.
• Empower your teams to co-create changes that drive the department forward and achieve departmental goals – within a realistic framework of prioritization. These may include:
• Playbooks for platform upgrade projects or new implementations
• Best practices for navigating complex stakeholder situations
• Effective communication frameworks for change management and project expectations setting
• Process guidelines for effective collaboration with cross-functional teams i.e. Product, Engineering, Sales.
• Expected escalation paths for customers, and designated owners
• Solving real friction points burdening team productivity or progress, whether it’s tooling, staffing plans or process
  
  

• Establish deep domain expertise, credibility with customers by:
• Deeply understanding customer needs, and demonstrating our strong product value to clients
• Regularly meet with clients to establish rapport, hear first-hand accounts, serve as escalation points for executives
• Attend industry conferences, and visit customers in-person when valuable
• Develop the knowledge, credibility to help your teams craft creative solutions for customers
• Serve as a trusted voice that helps shape Product Roadmap development
• Be a trusted leader for internal teams.
• Hold yourself and your teams accountable for outcomes
• Empower, coach and uplevel your team of ICs and managers to deliver outcome-driven work
• Give balanced, timely feedback – and model it for your managers
• Co-create, or identify opportunities for team training, cross-training, mentorship, learning & development
  

What You’ll Need To Succeed

• 10 years of experience in B2B or B2G enterprise SaaS customer-facing teams

• 4 years of successful track record managing customer-success or customer service teams with 2 levels of reporting structure
• 4 years of experience in software implementation
• Track record of leading team through successful platform migrations /upgrades for B2B / B2G SaaS
• 4 years of successful track record scaling, transforming or leading a CX team through material change management
• Willingness to travel up to 5% of time domestically for regular team offsites and customer visits/conferences. Your reporting teams are based in the U.S. across EST and PST time zones.
• Required: Authorized to work in the US - unfortunately we are not able to sponsor work visas or transfers at this time.
  

Benefits Include

• Compensation will be competitive with the market and candidate experience.
• Comprehensive medical, dental, and vision insurance plans with HSA, FSA, HRA
• 401(k) Plan with Company Match
• Broad Based Employee Ownership Plan
• Unlimited paid time-off in addition to holidays
• Regular team off-sites and team socials