Chief Experience Officer

Há 4 dias


Região Geográfica Imediata de Vitória, Brasil Evermonte Executive & Board Search Tempo inteiro

Principais Responsabilidades Liderar a definição e implementação da estratégia de experiência do cliente, assegurando alinhamento com os objetivos organizacionais; Integrar times de suporte, vendas, CS e CX, implementando playbooks e frameworks de escala (onboarding, QBRs, success plans e advocacy programs); Mapear e redesenhar jornadas de clientes, aplicando métricas e indicadores para medir engajamento, retenção e satisfação; Garantir consistência no atendimento, desenvolvendo processos e ferramentas que sustentem a escalabilidade da operação; Acompanhar indicadores estratégicos de engajamento e retenção, como NPS, CSAT e CES, conectando-os ao planejamento de receita recorrente; Desenvolver iniciativas de Customer Success Digital/Tech Touch para garantir escalabilidade da base de clientes; Atuar de forma consultiva junto ao board, representando a voz do cliente e influenciando decisões estratégicas para suportar crescimento sustentável. Requisitos Experiência consolidada em posição de liderança em empresas de tecnologia, preferencialmente em scale ups de SaaS B2B; Vivência no relacionamento e integração de áreas como suporte, vendas, Customer Success e Customer Experience; Histórico comprovado em desenho de jornadas de clientes e implementação de indicadores de performance em CX/CS; Disponibilidade para residir na grande Porto Alegre. #J-18808-Ljbffr


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