Director, Customer Experience Management

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Director, Customer Experience Management Location: United States/Remote City/State: Lisle, IL Job Code: 8290 # of Openings: 1

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Description

COMPANY OVERVIEW

 We are a growing technology company and a Great Place to Work Certified Company with over 100 years in business.  Join our team and growth opportunities!

 As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

 Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding Customer Experience.

 We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

 

ROLE PURPOSE - DIRECTOR, CUSTOMER EXPERIENCE MANAGEMENT

 

 Lead  Customer Experience Engineer team to deliver fit-for-purpose solutions to prospects, customers, and partners in a cohesive, expeditious, repeatable, scalable, and profitable way

 

Facilitate the achievement of all established project/program/POC metrics (goals/success criteria/KPIs/ROI) agreed to by Sales Engineers and prospects/customers/partners

 

Decrease Proof of Concept (POC) length and increase POC conversion rates.

 

Ensure the execution of the Production roll-out of the final solution goes smoothly by documenting, communicating, and memorializing the final solution (post POC) and handing off a comprehensive solution, to the Product Operations team, that can be executed by the rest of the organization.

 

Establish best practices, establish metrics, and collect and analyze data and feedback from prospects, customers and partners in order to leverage data into actionable insight/tasks/enhancements

 

Manage prospects', customers', and partners' perceptions of their relationship with the Glory brand resulting from all their interactions with solutions during projects/programs/POCs

 

 

MAIN RESPONSIBILITIES

         Responsible for leading a team of professionals who serve as a tactical and supportive partner for current and prospective customers, focused on building loyalty to ensure long-term customer retention

         Builds strong relationships with customers and monitors the Customer Experience to ensure they are optimizing Glory's product(s)

         Possesses in depth knowledge of Glory product and solution value propositions to ensure proper customer education of product/solution capabilities

         Lead and manage the Customer Experience Engineer team in assisting prospects/customers with POCs and transformation initiatives

         Drives ongoing process improvements to deliver world class customer support

         Strategic and tactical project ownership

         Exercising risk and issue management with consistency and tact

         Ensuring successful go-lives and customer satisfaction throughout all projects/programs/POCs

     Focused on prospect and customer success including, but not limited to, validating solutions (SOP validation, create/modify training docs, perform DIL and QA testing), achieving ROI, SME participation in project management process (readiness, logistics, TTT training and installation) for all POCs

         Receiving/socializing/getting approval for/documenting/executing/monitoring all configuration changes for POCs

      Document all requests for configuration changes and enhancements during POC, facilitate review by Product Managers and Steering Committee, track configuration and enhancement requests through to fruition, and manage prospects' and customers' expectations regarding configuration changes and enhancement requests

         Memorialization of final solution (h/s/d solution set, all h/s/d configurations, all SOP & training docs), handoff/knowledge transfer to Product Standards Mgr for POCs and new product/solution trials

REQUIRED EDUCATION AND QUALIFICATIONS

 

Education Level:

Bachelor's degree or equivalent experience in business, customer support, sales, business development or related area

 

Qualifications: 

         5-7+ years leading a team of professional services/consulting, technical sales, or business development professionals in a fast-paced organization

         Demonstrated commercial mindset and ability to develop and manage operational relationships with prospects, customers, and partners

         Experience implementing and supporting complex hardware, connectivity and software technology solutions and products to customers and internal teams

         Proven track record leading the implementation of new customer and business growth opportunities

 

REQUIRED SKILLS AND COMPETENCIES

         A true passion for customers

         Skilled at influence management, with strong leadership, team and cross-functional collaboration skills

         Possess excellent communication and partnership skills which are essential for interacting and communicating with key stakeholders at prospects, customers, and partners

         Proven ability to communicate mission critical information in a timely manner tactfully and diplomatically yet with a sense of urgency in order to keep all parties executing against customer expectations and requirements

         Previous experience evolving large-scale proofs of concept from pre-sales, to testing, to successful implementation

         Ability to adapt to ever-changing business environments

         Ability to manage influence through persuasion, negotiation, and consensus building

         Strong customer advocate with the ability to handle escalated situations successfully to conclusion.

         Analytical problem solver with process-oriented mind-set

         Able to ensure that projects are being documented appropriately to mitigate risk and to be delivered on time.

         Able to travel as needed to support the needs of the business

 

GLORY SPIRITS

The Glory Spirits & Behaviors reflect the values and behaviors that are critical to the ongoing success of Glory and as such represent the foundations of our behavior globally to lead us to realize our mission:

 

Value Creation - strive to create value for customers

Self-Starter - understand the objectives of your own work and are proactive in achieving goals

Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal

Integrity - understand Glory's mission and act with responsibility and pride to realize achievement and act and behave with high integrity and a strong sense of ethics

Own Growth -leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

 

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

 

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.

 

 

 

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