Director of Customer Excellence

  • ٍService Delivery
  • Riyadh, Saudi Arabia

Director of Customer Excellence

Job description

Communication is our business!
unifonic provides solutions for better customer engagement through a cloud-based platform. We empower businesses to engage with their people through a variety of channels, making their communication conversational, more meaningful, and with ease!

Delivery Principle:
With our leading solutions, 99.9 % service availability, and excellent 24/7 support, we provide the best customer experience!


Director of Customer Excellence

The Director of Customer Excellence is delivering the best experience to our customers by creating and implementing a customer success and delivery framework. The Director of Customer Excellence is the link between all the internal teams and the customers, working very closely with the Sales team. The responsibilities of the Director of Customer Excellence include but are not limited to:


  • Manage and nurture key customers through holistic management.
  • Take full ownership and responsibility for maintaining and growing our customers.
  • Define and implement a “customer excellence” framework, from onboarding, product utilization, and nurturing to renewal, expansion, and issue management. This includes service management and customer success management.
  • Oversee two key functions of the company (Customer Success and Delivery), ensuring high-performance and a model that keeps being improved. 
  • Ensure we constantly deliver excellence to our customers, resulting in tangible results for unifonic (churn reduction, reduced time to revenue, increased cross and up-selling).
  • Drive consumption and expansion of unifonic’s services.
  • Work with internal teams (Sales, Product, Engineering, Marketing, Finance, Customer Support) to ensure we maintain an agile feedback loop and address issues encountered by our customers.
  • Build, manage, and develop strong relationships with customers.

Requirements

  • Hands-on 10+ years of experience, 5+ years in managing Customer Success, Customer Experience, Customer Excellence and/or Delivery, and 5+ years in a leadership role.
  • Experience managing remote/global teams.
  • Previous experience in B2B tech industries.
  • Bachelor's Degree in Computer Science, Engineering, Business, or the equivalent.
  • Customer-centric, strategic thinking, problem-solving, and analytical mindset.
  • Project-management and stakeholder management skills.
  • Creative and ambitious.
  • Travel is required, the candidate will need to visit the company’s clients and/or partners.
  • Exceptional communication skills both in Arabic and English.
  • Experience in the SaaS industry is preferred.