Company Overview: Established in 1999, Cora Systems is an award-winning, Gartner-ranked software company specializing in web-based solutions and consultancy services for portfolio, program, and project management. Our mission is to transform our customers' businesses by providing greater control, insight, and governance through technology and expert consultancy. With a global presence in over 70 countries, our customers range from government agencies to large-scale global organizations across life sciences, healthcare, technology, and engineering & construction sectors. Headquartered in Carrick on Shannon, Ireland, with offices in the UK and the USA, we are currently experiencing tremendous growth.
Position Overview: We are seeking a highly skilled and dynamic Global VP of Customer Experience to join our team. The Head of Customer Experience is a senior leadership role responsible for defining and executing customer strategy across the organization with a specific focus on overseeing Customer Success and Customer Support teams. This role is dedicated to driving customer satisfaction, retention, and advocacy by ensuring that every interaction-whether through onboarding, ongoing support, or issue resolution-is positive, seamless, and aligned with the company's values. The ideal candidate will have extensive experience in technical support, customer service, success management and experience design, and a proven track record of building and scaling support teams in a fast-paced, high-growth environment.
This is an exciting opportunity for a driven leader to shape the future of customer experience at Cora Systems and contribute to our continued growth.
Key Responsibilities:
Strategic Leadership:
Develop and implement a comprehensive customer experience strategy that integrates Customer Success and Customer Support functions, aligning with the company's overall business goals.
Collaborate with other departments (e.g., Sales, Product, Engineering, Marketing) to ensure customer experience considerations are embedded across the entire customer lifecycle.
Advocate for a customer-centric culture, ensuring that the customer experience is prioritized at all organizational levels.
Strong experience leading teams who engage with and identify expansion opportunities within the customer portfolio, forming a key role in the revenue growth of the company.
Oversight of Customer Success and Support:
Lead and manage the Customer Success team to ensure customers achieve their desired outcomes with the company's products and services, driving retention, expansion, and advocacy.
Oversee the Customer Support team, ensuring that customer inquiries and issues are resolved efficiently and effectively, maintaining high levels of customer satisfaction.
Develop and implement best practices, methodologies, and tools for both Customer Success and Support to ensure consistency and excellence across all customer touchpoints.
Customer Journey Optimization:
Map and analyze the end-to-end customer journey, identifying pain points, opportunities for improvement, and areas for innovation across both success and support interactions.
Collaborate with product to enhance user interfaces and interaction points based on insights from success and support teams.
Implement processes and technologies to personalize and improve the customer experience at each stage, from onboarding to ongoing support.
Team Leadership and Development:
Lead, mentor, and develop the Customer Success and Support teams, fostering a culture of continuous improvement, collaboration, and innovation.
Set clear performance expectations and provide regular feedback to ensure teams meet or exceed customer experience goals.
Oversee recruitment, training, and development initiatives to build and maintain high-performing Customer Success and Support teams.
Customer Feedback and Insights:
Design and implement systems to collect, analyze, and act on customer feedback across all channels, including success touchpoints and support interactions.
Leverage insights from customer feedback to drive product development, service improvements, and customer experience enhancements.
Monitor key customer experience metrics (e.g., Net Promoter Score, Customer Satisfaction Score, Customer Effort Score) and use data to make informed decisions.
Technology and Innovation:
Identify and implement technologies that support Customer Success and Support functions, such as customer feedback platforms, and AI-driven support tools.
Stay up-to-date with industry trends, tools, and best practices to continually innovate the customer experience strategy.
Ensure the integration of customer support tools with enterprise systems and success platforms to provide a unified customer experience.
Stakeholder Management:
Serve as the primary point of contact for senior leadership on all matters related to Customer Experience, Success, and Support.
Present regular updates, insights, and recommendations to the executive team, demonstrating the value of customer experience initiatives.
Foster strong relationships with key external partners, including vendors and service providers, to ensure alignment with customer experience objectives.
Crisis Management:
Lead the response to major customer issues, ensuring timely and effective resolution, and oversee communication strategies during crises.
Develop contingency plans for managing and mitigating customer experience risks, particularly those impacting success and support operations.
Qualifications:
Bachelor's degree in computer science, engineering, information technology, or a related field; advanced degree or relevant certifications are a plus.
10+ years of experience in customer experience leadership roles.
Proven track record of building, leading, and scaling high-performing technical support teams in a start-up or high-growth environment.
Strong understanding of SaaS products, cloud technologies, and enterprise software solutions.
Excellent problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions.
Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
Demonstrated ability to drive process improvements and implement best practices.
Experience with support ticketing systems, knowledge base tools, and support analytics platforms.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
Passion for customer advocacy and a commitment to delivering exceptional customer experiences.
Previous experience of supporting the success of enterprises in the A&D and federal government sectors would be an advantage.
Location: Boston, MA or New Jersey, NJ, USA.
If you are a customer-centric leader with a passion for delivering exceptional experiences and a proven track record of driving customer success, we invite you to apply for this exciting opportunity. Join Cora Systems and play a pivotal role in shaping the future of our customer experience.
To apply, please submit your resume and a cover letter detailing your relevant experience and accomplishments to our careers portal.
Cora Systems is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.