Director of Customer Expereince

Role Purpose:

The Director of Customer Experience owns the full client lifecycle from how prospects first discover us, through how accounts are won, grown, and retained, to the quality of service clients receive every day. This role unites marketing and lead generation, account management, and customer service under a single leader accountable for revenue growth, profitability, and the overall client experience. The Director of Customer Experience serves as the strategic leader who ensures clients feel known, supported, and confident in as their trusted managed services and technology partner. In addition to leading these functions, this role personally owns and stewards our highest-value, strategic accounts.

Areas of Ownership:

Marketing and Lead Generation The Director of Customer Experience owns how attracts and qualifies new business. 

Account Management and Strategic Growth The Director of Customer Experience develops and executes strategies to grow and retain accounts.

Custoer Service and Client Experience: Ensures clients receive a consistent, high-quality experience.

Account Performance and Profitability The Director of Customer Experience owns the financial health across marketing, accounts, and service. 

Market Awareness and Relationship Expansion The Director of Customer Experience builds awareness and relationships that generate opportunity.

This role is best suited for individuals who demonstrate:

• Strong relationship orientation across marketing, sales, and service

• Strategic thinking and opportunity recognition

• High ownership and accountability for revenue and experience outcomes

• Confidence in client-facing leadership conversations

• Ability to coordinate internal resources effectively

• Strong Technical Sales Skills, Preferably in Technology consulting over SAAS

• Drive qualified lead generation and a healthy marketing pipeline

• Maintain strong executive-level client relationships

• Build strategic growth plans for key accounts

• Personally hold and grow high-end, strategic accounts

• Deliver an exceptional, consistent end-to-end client experience

• Protect and grow account profitability

Interested in learning more? Reach out today!