Director of Customer Experience
As Director of Customer Experience (CX), you are the leader, coach, and culture champion for our CX team. Your number one goal is to develop the people who deliver an amazing experience to the people we create podcasts for.
You also help craft & refine our service processes to deliver a world-class customer experience (using Joey Coleman’s 8 phases of CX in Never Lose a Customer Again as a framework). Helping our customers accomplish their goals is the north star that guides your every decision.
You oversee the CX department, made up of 3 teams that most directly serve our customers:
Customer Success (Producers & Launch Specialists)
Content Production (Audio, Video, Writing & Design)
Podcast Talent (Guest Coordination)
Note: We also work with Contracted Podcast Hosts, who fall under your team
If the list below energizes you, you’re the kind of person we’re looking for:
Guiding teams to be excellent account managers, skilled communicators & outstanding content producers for their customers.
Implementing process improvement, which means help us get more efficient and creative at the same time.
Facilitating harmonious working relationships between all CX departments.
Coaching & guiding the managers of each department as they do the same for their teams.
Talk strategy and help us evolve our services in a fast-growing & steadily changing market.
If you're in, apply here: https://bit.ly/3uNQtzk
Customer churn is low. (Churn is your primary KPI.)
New business % from referrals is high. (We want to increase this drastically over the next several years.)
Customers are achieving measurable results (e.g., podcast reach, social media engagement, opportunities & revenue from podcast guest relationships, establishing thought leadership in their industries).
Work with Sales & Marketing leadership to
Develop new product offerings, determine feasibility/profitability & implementation
Identify case study opportunities
Facilitate customer community
Invite current customers into community groups (Marketing Squads)
Resolve escalated customer issues & coach Customer Success managers, leads & specialists on customer service best practices
Consistently oversee process improvements within Customer Success, Content Production & Guest Coordination
Continuously provide guidance & training to each department to improve the customer experience
Conduct weekly 1:1s with managers of each department
Attend weekly Leadership Team meetings
Attend quarterly Leadership Team planning meetings (in-person)
Lead weekly training meetings with Customer Success team
Identify upsell opportunities & handoff to Sales
Oversee quality of service & product (content) delivery to all customers & consistently find ways to raise the bar
Develop training materials, communication templates & other resources to be used by CX team members
Work with Sales & Marketing, as well as CX team members, to create content to educate customers at critical points in their customer journey
Oversee & improve our QPR (Quarterly Podcast Review) process
Qualifications and Skills
5+ years of experience in Customer Service, Customer Support and/or Customer Success roles (experience in SaaS, Marketing Agency or Productized Service setting is a major plus)
5+ years of management experience at a director level or higher
A strong desire to invest in people (leading, managing & holding accountable), and a commitment to fostering a great workplace culture
Great communication skills (internally and externally)
Demonstrated experience in hiring, firing & team conflict resolution
Experience with HubSpot & Asana is highly preferred
Familiarity with EOS (Entrepreneurial Operating System) is highly desirable
Experience selling to and/or serving marketing teams at B2B brands is highly desirable
Passion for & experience in B2B marketing + podcasting is highly preferred
$108,000 - $112,000
Who we are:
Sweet Fish is a B2B podcast agency, and we are 100% convinced that in the next decade, if companies don't have a podcast, it'll be as behind-the-times as not having a blog. The beautiful thing about that future is that podcasts create meaningful relationships, connecting hosts, guests, in listeners in ways blogs never could.
And we are leading the movement towards that better world we imagine. Let's go build that world, together.
Apply now: https://bit.ly/3uNQtzk
We're on a mission to become a more diverse workforce, so we want to invite any and all people to apply! If you're a woman, person of color, a person of non-binary gender, a person with a disability, or a member of any other underrepresented group, we want you on our team! If you're not, don't worry, we want you too! Like we said: this job is for anyone and everyone who wants it and fits our description.