Director of Customer Experience and Operations

Job Title: Director of Customer Experience and Operations

Reports to: CEO

Job Overview:

The Director of Customer Experience and Operations will play a pivotal role in owning and optimizing our customer success, implementation, and helpdesk functions. This role will emphasize driving customer intimacy at the enterprise level, automating and instrumenting tools for health scoring, engagement, and playbooks, and pushing new innovations and upsells to achieve our North Star metrics—NRR, Gross Retention, and Customer ROI.

Responsibilities:

Strategic Leadership

• Develop and execute a comprehensive product experience strategy aligned with Qtrac’s growth goals.
• Define key performance indicators (KPIs) for customer success, implementation, and helpdesk teams, ensuring alignment with company objectives.
• Serve as the executive sponsor for top enterprise accounts, maintaining high-level client relationships.

Customer Success

• Build a high-performing Customer Success team that delivers measurable ROI for enterprise clients.
• Implement a systematic approach to customer segmentation (Enterprise, Mid-Market, SMB) to tailor engagement strategies.
• Drive adoption and renewals through proactive health scoring, automated touchpoints, and QBRs.
• Foster customer advocacy through user groups and feedback loops to inform product innovation and roadmap development.
• Identify and execute upselling opportunities, including location expansions and integrations.

Implementation

• Standardize implementation processes to ensure alignment with business case promises.
• Develop playbooks for best practices in configuration, language localization, and reporting.
• Streamline the implementation lifecycle to reduce time-to-value for clients.

Helpdesk

• Oversee the helpdesk team, ensuring swift resolution of customer issues and high satisfaction scores.
• Optimize support workflows using Zendesk, Gainsight, and other tools to improve response times and resolution rates.
• Scale support functions to handle increased customer demand as the company grows.

Tool Utilization

• Leverage a combination of Gainsight, Zendesk, and HubSpot to enhance customer engagement, health metrics, and operational efficiency.
• Drive automation and instrumentation across tools to support playbooks, customer health scoring, and engagement strategies.
• Use insights from these tools to inform strategy and operational improvements across teams.

Collaboration

• Partner with the Product team to incorporate customer feedback into the product roadmap.
• Work closely with Sales to ensure smooth handoffs and alignment on customer value propositions.
• Collaborate with Marketing to develop customer marketing campaigns and case studies.

Reporting and Insights

• Provide regular reports to the executive team on customer success metrics, challenges, and opportunities.
• Use analytics to forecast renewals, churn risks, and upselling potential.
• Develop insights dashboards that provide actionable data for internal teams and clients.

Qualifications:

• 8 years of experience in customer success, implementation, or product experience roles within a SaaS environment.
• Proven track record of leading and scaling teams in a high-growth company.
• Strong understanding of enterprise customer needs, especially in the retail, government, and banking sectors.
• Familiarity with Gainsight, Zendesk, and HubSpot, with a focus on leveraging these tools for automation and insights.
• Exceptional communication and relationship management skills, capable of engaging C-level executives.
• Analytical mindset with experience using data to drive decision-making.
• Bachelor’s degree in Business, Technology, or a related field; MBA preferred.

Qtrac is committed to the employment and advancement of minorities, females, individuals with disabilities, and veterans. We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, sex, national origin, ancestry, citizenship status, age, marital status, disability, veteran status, sexual orientation, genetic information or any other characteristic protected by applicable law.