Director of Customer Experience at DDS WIRELESS INTL INC. – Vancouver, British Columbia

About DDS Wireless

DDS Wireless International celebrates 38 years as a leading provider of transportation industry solutions. We are an innovative developer of software as a service (SaaS) products and services for the School Buses, Transit and Taxi markets and a market agnostic product called Scheduled Routes. We have a global presence with offices in Vancouver; Redmond, Washington; USA and Oxford, UK.

About the role

DDS Wireless is seeking an experienced and customer-focused professional to join our team as Director of Customer Experience. In this role, you will be responsible for all Customer-facing activities and functions which include Customer support for our SaaS products, Customer training, onboarding and driving engagement and retention, supporting account growth initiatives, and ensuring the delivery of high-quality technical support and customer service throughout the entire customer journey. This role requires the applicant to work from the office 4 days week.

You will play a key role in shaping and strengthening the customer experience function, working closely with cross-functional teams to ensure our clients receive exceptional service and value from our solutions.

Reporting directly to the CEO, this key leadership role will champion our customers’ success by developing and executing strategic initiatives that create and support a culture of deep customer loyalty and develop, maintain, and expand relationships with customers.

Responsibilities

• Develop a global customer experience strategy to strengthen our company’s relationship with its existing and future customers
• Establish a best-in-class customer experience department supporting global customers
• Establish and lead high-performance customer experience teams through effective hiring, onboarding, and training
• Create and promote a customer-centric culture that goes beyond basics and delivers high quality SaaS products and services
• Lead and manage all CX functions including technology delivery and implementation, technical support, account management, professional services, and training
• Maximize LTV of the customers through high product adoption, high customer satisfaction, and optimal health score
• Improve efficiencies through process initiation and optimizations, implementation and utilization of systems and technology, and automation
• Track, measure and report all KPIs, KSFs, and other CX metrics to CEO and the executive team
• Advocate for customers’ needs and work with internal cross-functional teams to establish priorities and develop solutions
• Partner with leadership team and all stakeholders across the company to drive value creation for all customers
• Establish short-term and long-term objectives aligned with company’s goals to achieve optimum NPS and ideal state in customer satisfaction.
• Build and champion Voice of the Customer programs (CSAT, CES, qualitative feedback) that influence product roadmap and GTM decisions
• Partner cross-functionally with Sales, Product, Marketing, and Development to align on customer needs and close feedback loops

Qualifications

• 10+ years of experience in leading customer experience department in software industry, with minimum 5 years of experience in a SaaS company
• Proven track record of building, leading, and managing high-performance and geographically distributed customer support and success departments and delivering results.
• Experience leading client onboarding/implementation, technical support, account management, professional services, and training departments/teams in a SaaS company.
• You’re passionate about customers and customer experience with proven ability to successfully implement active customer advocate programs.
• Solid understanding of value drivers in recurring revenue SaaS business models
• Enthusiastic and creative leader with the ability to lead and inspire others.
• Excellent communication and presentation skills.
• University Degree in computer science, business, commerce or related fields; MBA or master’s degree an asset.
• Solid experience with Salesforce and other customer service tools.
• Previous experience in product management is an asset.
• Occasional travel requires clients or DDS offices.

DDS Wireless International values diversity, equity, inclusion and belonging we invite applications from all qualified individuals regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. DDS Wireless International provides accessible candidate experience. If you need any accommodation throughout the interview process, please let us know.

Working At DDS Wireless

We offer an attractive and competitive compensation package which includes a comprehensive benefits package, bonus plan, combined with variety, challenge and scope to the position to develop your career in this fast-moving international organization.

*Applicants must have legal authorization to work in Canada in which the position is based with no restrictions and ability to travel to the US without visas.

*All positions require background screening.

We thank all who apply; however, we will only be in contact with those considered for an interview. No phone calls or Employment Agencies contact please.