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Director of Customer Experience


Posted: 8/17/2019
Job Status: Full Time
Job Reference #: f20847fa-0290-485a-a81b-65693981b8be

Job Description

Director of Customer Experience

Denver, Colorado
Business – Customer Experience

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As the Director of Customer Experience at Skupos, you will be responsible for the three frontline teams that interact directly with our Retail customers. Reporting directly to the VP of Customer Experience, you will help shape the interactions our customers have with Skupos, and drive retention and product adoption across the convenience market. In addition to maintaining CE metrics, you will be responsible for driving process improvements and efficiencies across all teams.


- Managing and hiring for our Customer Support, Customer Success, and Integration Support teams, which we expect to grow to ~100 individuals by Q4/2019
- Developing our frontline leads and managers
- Overseeing all Customer Experience processes for our close to 10,000 retail customers, expected to grow to 20,000+ by Q4/2019
- Responsible for all CE metrics, including, but not limited to, CSAT, SLA, churn, and product adoption
- Working closely with our Sales team to ensure a seamless handoff, and making sure that no customer is left behind
- Working directly with Marketing to develop and launch current customer tech touches to drive self-service
- Gathering and organizing customer feedback, and presenting to Product/Engineering to drive our product roadmap
- Coordinating with our Product and Enterprise teams on brand launches


- 5-10 years of management experience in a SaaS environment
- Extensive experience managing leaders across teams of 50+ individuals
- An understanding of how to navigate the company, and a track record of gaining alignment and buy in from teams like Sales, Product, Engineering and Marketing
- A consultative approach to customer management
- A knack for mentoring and training others
- Extreme attention to detail
- A passion for delivering exceptional customer experiences
- You love to win and are motivated by your own success
- Bachelor's degree or equivalent experience preferred

About Skupos

We are a company dedicated to helping convenience stores grow their business by better managing operations, and giving their suppliers tools to drive efficiencies into the supply chain. Skupos allows single-store operators, and Fortune 100 distributors alike to streamline their workflow and automate the supply chain.

Founded in 2016 and headquartered in San Francisco, our mission is to bring the convenience store industry into the digital age by making it easy for everyone to manage, explore, and understand the data that drives their operations.

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