Director Enterprise Customer Experience
Sacramento, CA, United States
Azuga Company Overview Azuga, a Bridgestone Company, is a mission-driven team committed to remaining the fastest growing enterprise fleet management mobility solution in the industry. With vehicle GPS fleet tracking, safety camera solutions, driver safety and vehicle diagnostics for small business and enterprise fleets, our fleet management system, and therefore our teams, are helping fleet managers and drivers make smarter decisions when it comes to vehicle maintenance, cost-savings and safety.
We are a group of builders and doers - building the foundations of a dynamic marketing team and marketing strategy to deliver amazing results for our customers and our sales partners. We are a team with a strong commitment to customer-driven innovation, data-based decision making and a commitment to learning through experimentation. As a part of Bridgestone, the opportunities can be endless across the broad spectrum of businesses in the Bridgestone portfolio. If this is your type of work and the type of environment you want to work in, we encourage you to explore our job opportunities.
Job Category Sales & Marketing Position Summary The Director of Customer Experience (CX) administers the overall customer experience strategy after acquisition and business development. Oversees the Enterprise CX team to combine clients’ goals to form cohesive, client-informed, best-in-class, data-led fleet operations.
Responsible for building the team by recruiting enthusiastic and motivated team members, driving improvement of internal processes, and leading the team towards driving additional value for clients and revenue for Azuga.
** This position has the option to be a remote opportunity ** Pay Range: $94,000.00 - $174,000.00 Responsibilities Set the overall vision and strategic plan for Enterprise CX, focusing on driving product adoption, leading a positive enterprise client experience, and driving growth through new revenue opportunities and net retention improvements
Lead Enterprise CX team with consistent coaching and mentoring, build department for scalability and sustained growth, with all people, processes, and strategies optimized with a client-first mentality
Add value to client relationships and drive the desired client goals by actively participating in client discussions and/or testing and implementing proven techniques within their teams
Create an optimized & data-led model of client cycle; ensure all internal stakeholders are aligned
Determine and manage metrics and KPIs relevant to successful client viability. Proactively anticipate and execute plans to meet client needs. Manage Enterprise Client Success team to ensure successful achievement and maintenance of accounts
Increase product adoption, client loyalty and retention, and client satisfaction while actively contributing to churn reduction tactics
Collaborate with marketing to create and optimize the upsell and cross-sell strategies to increase ROI
In partnership with VP, Enterprise Sales, Operations and Strategy, develop, maintain and implement compensation plans for Enterprise CX team with the goal of encouraging productivity and performance and rewarding client-goal and business-goal achievement
Relationship management across the entire Enterprise CX team, helping others on the team maintain and improve client relationships
Maintain customer battle cards that include value added integration/insurance partnerships and other ways to provide value to our customers
Administer surveys to gather insight into what is most important to our customers
Conduct NPS scoring across all Enterprise customers
Minimum Qualifications Bachelor's degree; 6 y+ years of relevant experience including 3-5 years management or direct/indirect leadership experience Or Master's degree; 4+ years of relevant experience including 2-4 years management or direct/indirect leadership experience Bridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.
Employment Eligibility
If hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.
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