Director - Customer Experience

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs while improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes.

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as Endota, Silk Laser, Laser Clinics Australia, European Wax Center, Hand & Stone, Sono Bello, and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™ and unveiling a new brand video. We are also proud to be recognized as a Great Place to Work-CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.

To learn more about Zenoti visit: https://www.zenoti.com.

Requirements

As the Director for Customer Experience, you will be responsible for owning customer growth, delighting customers through their journey at Zenoti, enabling them to get their ROI on Zenoti products by adopting consulting and professional methodologies that are apt for the customer business size, region, and the vertical.

Here are key expectations from this role. The incumbent will lead the teams to:

Drive Customer Success Outcomes

Ensure smooth onboarding
Deliver ROI to the customers from the Zenoti products they subscribed to.
Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores

Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle
Map customer journey
Develop listening points in the journey (e.g., usage, satisfaction, etc.)
Standardize interventions for each point in the journey
Define segmentation of customer base and varying strategies
Identify opportunities for continuous improvement
Learn from best practices in the industry
Measure & Improve the effectiveness of Customer Success, professional services, and customer enablement teams
Become the Voice of the Customer within the organization and drive cross-functional initiatives to improve customer onboarding, engagement, and adoption.
Be proud of what you work on, and obsess about the quality of the work you produce.

Skills needed to be successful in the role

A passion for customer success and a laser focus on providing customer value.
Strong Understanding of business & technology
Strong Negotiation & Consultative Abilities
Ability to understand, articulate, and manage customer expectations
Experience dealing with a variety of complex accounts & building relationships at C- Level
Experience in working with remote teams effectively
Ability to work in a fast-paced, ever-changing, start-up environment
Informal and people-centric approach to work and getting things done
Able to quickly establish credibility with the senior leadership team
Operating with a global mindset and leading with an external perspective
Outstanding communication skills
Knowledge of how enterprise implementations, professional services, and support processes work – will be a definite plus.
10+ years of overall experience in leading customer-oriented teams
The incumbent may be required to travel to customer locations on short notice, when required.
People Management

Qualifications Required

A degree in marketing, engineering or equivalent
PMP is an added advantage

What we offer

A great positive working environment
Flexible working hours
Strong training and support team
Carrer growth and future opportunities both in ANZ and Globally.
A very competitive remuneration package including Super and end of year bonus

Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.