Head Of Customer Experience

RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We're a disruptor in our industry, set apart from competitors by our cutting edge technology and innovation-first mindset. 

Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.  

But there's more to us than the what we do — like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative and transparent environment, collectively working toward the singular goal of continuously doing better.  

While we've got all the perks you'd expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options — you might find that the greatest benefit of all, is the team you join.

Scope: We are seeking an experienced and visionary Head of Customer Experience to lead our customer experience initiatives on a global scale. This role will be pivotal in shaping and executing strategies that enhance customer satisfaction, loyalty, and retention. The ideal candidate will have a deep understanding of B2B SaaS environments, exceptional leadership skills, and a proven track record of driving customer-centric transformations.

You will be responsible for:

• You will own the strategic direction for the Customer Experience team, driving towards mutual value for RecordPoint and our customers
• You will take on the mantle of Team leadership, coaching, skills development and guide the team members towards career progression and filling identified skills gaps within our offerings
• You will be the articulator and arbiter of best practice for our strategic consulting services approach and execution
• You will constantly evaluate, manage and iterate on the processes, metrics and approaches of the RP Customer Experience team
• You will oversee the governance of our delivery practices, including the on time, in scope, and on-budget delivery of our portfolio of projects and programs globally.
• You will collaborate with stakeholders across both RecordPoint and our customers to ensure a seamless customer experience and mutual value
• You will be data-driven; implementing, maintaining and reporting on metrics with contextual insights to senior leadership
• You will be the customer advocate as it relates to their experience of implementing and using the product effectively, and will provide feedback and the customer perspective to Product and Engineering to further enhance that experience

You will do:

• Collaborate with product, sales, marketing, engineering, and support teams to ensure a seamless customer experience.
• Act as the voice of the customer in strategic discussions and decision-making processes.
• Develop and implement a comprehensive customer experience strategy aligned with company goals.
• Lead initiatives to measure and improve customer satisfaction, time to first record, time to first value, and other key metrics.
• Establish clear performance metrics and drive accountability for achieving customer value.
• Serve as the owner of best practices for our consulting services.
• Continuously evaluate and refine customer experience processes to enhance efficiency and effectiveness.
• Implement process improvements and ensure best practices are adhered to across all customer touchpoints.
• Establish and oversee delivery governance to ensure projects are executed effectively and meet customer expectations.
• Monitor project delivery to ensure timelines, budgets, and quality standards are met.
• Design and implement customer success programs to drive adoption, retention, and expansion.
• Develop training and onboarding programs to ensure customers derive maximum value from our solutions.
• Monitor and report on key customer experience metrics, providing actionable insights to senior leadership.
• Implement effective mechanisms for capturing and addressing customer feedback.

You will bring:

• Education: Bachelor's degree in Business, Computer Science, Marketing, or a related field. MBA or advanced degree preferred.
• Experience: 10+ years of experience in customer experience, customer success, or related roles within the SaaS industry (B2B preferred).
• Leadership: Demonstrated ability to lead and inspire teams, with a track record of driving customer-centric transformations.
• Skills: Strong analytical skills with the ability to leverage data to drive decision-making. Excellent communication and interpersonal skills.
• Knowledge: Deep understanding of B2B SaaS business models, customer success principles, and best practices.
• Process Management: Proven experience in process evaluation, management, and iteration.
• Governance: Strong background in delivery governance and project management.

Why RecordPoint:

• Flexible work life balance
• Opportunities to grow and develop
• Fast-growth Australian-owned company
• A workplace where innovation is our way of life
• Personal Development budget for all staff
• Access to Employee Stock Ownership Plan
• A brilliant graduate program that provides both mentoring and growth opportunities for all
• Work on a product that makes a real social-good impact on the world
• Global opportunities!