Director of Customer Experience, North America

Customer Success · San Diego, California
Department Customer Success
Employment Type Full-Time
Minimum Experience Senior Manager/Supervisor

At Coretex we believe that technology should be used to build a safer, greener and more productive society. The world’s resources are under increasing pressure - to keep growing, we have got to figure out how to do more with less. Our proprietary technology platform helps organisations run more efficiently and align with complex legislation through intelligent use of data gathered directly from fleet assets. 
 

Coretex has customers all over the globe. Our business is run from offices in New Jersey, San Diego, Auckland, and Sydney. We have ambitious growth plans that will see us further expand operations over the coming weeks, months and years. Help us build that reality. 

 

The opportunity: 

 

Due to growth we have a newly created Leadership opportunity for a Director of Customer Experience.  Our Director of Customer Experience will lead and expand our activities of the North American Customer Success and Technical Support teams across multiple verticals industries and product solutions.   

 

This role is for a seasoned Director of Customer Experience to lead a fairly large team, someone who has been around the block and can build high performing teams, is all about continuous improvement and will challenge the status quo.  As a Senior Leader in the business you will be reporting to our VP of Operations, North America and will be taking full ownership to drive presales, implementation, project management, and post-sales support of our Coretex solutions.   

We are looking for a leader who has strong people manager experience to continue to develop a cohesive team of customer facing professionals representing the voice of the customer and delivering exceptional service experiences that build brand loyalty and promote business growth.  To succeed in this role by nature you are action oriented, inquisitive, hands on when required and have exceptional relationship skills.  
 

As our Director of Customer Experience, North America, you will be focused on the following: 

  • Providing strategic direction to our Customer Experience function by leading from the front – being a mentor to upskill and continue to drive our customer facing team, maintaining the highest level of customer service, satisfaction and retention.
  • Experience in establishing policies, procedures, training-knowledge base and information flow to assure optimal performance and maintenance of our North American installed base, pre and post sales
  • Working in collaboration with Sales to lead programs that uncover upsell and renewal opportunities
  • Developing relationships with key strategic accounts to support growth and development
  • Partnering with our Product Marketing, Engineering and Development teams to represent the voice of the customer 
  • Continually develop and monitor performance and productivity metrics  
  • Fostering a success orientated and accountable environment

 

 About you: 

 

  • Demonstrated experience leading large teams at a Director or Manager of Customer Experience level
  • Ideally Project Management (PMP) certified
  • Highly technical SAAS, Application IT and hardware knowledge
  • 5+ years in Customer Account Management or experience leading technical applications and customer support teams with customer facing responsibilities
  • Lean, six Sigma, working in an Agile environment and IOT or hardware experience is desirable

 

This is an outstanding leadership opportunity to grow your career and make an impact that matters. Are you ready to help us build our new reality? 
 

Coretex is an equal opportunities employer. We appreciate diversity and are committed to creating an inclusive environment for all employees.

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  • Location
    San Diego, California
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Senior Manager/Supervisor