Chief Relationship Officer

Job Summary

Chief Relationship Officer Plays a critical and trusted executive leadership role in the long-term impact of improving customer retention and creating the lifetime customer value proposition. This role communicates on behalf of the company with customers and vendors through presentations, events, blogs, reports, meetings, and videos. This position plays a critical role in support of the Company’s functional equivalency mission, working with the FCC and customer advocacy groups. The Chief Relationship Officer interacts and engages closely with employees and customers to identify issues and provide valuable solutions to customer challenges with our products.

Essential Duties and Responsibilities

• Builds connections on behalf of the company. May call existing customers to ensure their satisfaction, network within the community to identify prospective customers and contribute to the organization’s marketing campaigns.
• Recruiting and retaining product or mission-related partners
• Handles communications with customers through presentations, reports, meetings, and videos
• Monitor and report out to executive team members on what others in the industry are doing
• Instructing and mentoring others in relationship-building
• Interacts and engages closely with employees and customers to identify issues and provide valuable solutions to customer challenges with our products
• Acts as a liaison between customer service and other departments, especially sales, bringing specific complaints from a customer to the attention of someone who can resolve the situation. May pass along general feedback they are hearing from customers in order to help build a better product or develop a new service.
• Supports customer service teams, customer experience designers, developers, and researchers dedicated to improving the customer experience across the company’s platforms and touchpoints
• Involvement in high-level customer service issues
• Educates employees and internal teams on the importance of understanding consumers, their motivations, the customer journey, and life cycle
• Advocates for consumer needs in the development and deployment of projects and strategies throughout the organization
• Champions customers’ and employees’ perspectives in the company’s strategic decision-making and co-creating innovative ways to elevate the customer experience
• Works closely with marketing and advertising to develop and launch campaigns designed to improve customer satisfaction, loyalty, and brand image
• Measures and tracks the impact of initiatives on the company’s overall customer sentiment and customer satisfaction metrics
• Provides department leaders with recommendations and consultation to improve customer interactions
• Supports and helps drive technology modernization initiatives for a customer perspective
• Builds and maintains key relationships within the community, government and across the organization

Supervisory Responsibility

This position manages employees and is responsible for the performance management and hiring of the employees. This person must also influence greatly other executives and individuals who do not work directly for the role.

Travel Requirements

Travel Requirements: Less than 40%

Education

Preferred a 4 Year / Bachelors Degree in Business Administration or in a related industry

Experience

10 years experience working with Deaf community and advocacy groups

10 years relevant customer relationship experience preferred

Knowledge, Skills, and Abilities

• Ability to develop and mentor others.
• Ability to drive strategic direction.
• Written communication skills.
• Ability to build collaborative relationships.
• Ability to influence others.
• Customer service skills.
• Interpersonal skills.
• Leadership skills.

Working Conditions and Physical Requirements

• Able to sit/ stand for a long period of time in an office environment
• Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and to handle other computer components
• Regular and predictable attendance required.
• Positive attitude, team player, good interpersonal communication skills and able to work across company departments

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

Apply at https://sorenson.com/company/careers/?

Apply today! www.sorensonvrs.com/svrs_careers

Equal Employment Opportunity:

CaptionCall and Sorenson Communications are an EOE, Disability/Age Employer.

Company Summary

Sorenson Communications and CaptionCall are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all of our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people.

Sorenson Communications, LLC. offers Video Relay Service (VRS), which gives Deaf, who use American Sign Language (ASL), and hearing people the option to communicate in their preferred language - either ASL or spoken English or Spanish. Sorenson also provides onsite and remote interpreting services between English and various other world languages.

CaptionCall, LLC. offers Internet protocol captioned telephone service (IP CTS) using advanced technology and a captioning agent to quickly provide written captions of what callers say on a large, easy-to-read screen.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)