As a member of the Chief Customer Office, the Customer Experience Director is responsible for providing proactive and progressive leadership on customer initiatives and escalations, resulting in a significant contribution to organizational growth and profitability through increased customer satisfaction, engagement, mission impact, loyalty, innovation and revenue.
RESPONSIBILITIES
CUSTOMER CENTRICITY ADVOCATE
- Promotes a customer centric culture
- Identifies opportunities for improvements in customer experiences and ancillary sales; serves as a tireless advocate on behalf of the customer
- Supports efforts to gain client reference status
- Ensures the customer is achieving the value targets and expectations
- Can articulate the business benefits of moving to SaaS
ESCALATION MANAGEMENT
- Establishes executive relationships in assigned accounts and serves as the senior escalation point
- Engages in and assesses critical escalations
- Identifies and facilitates cross-functional teams when necessary to resolve escalated issues and serves as the primary point of contact for the escalations
- Owns and drives critical client situations to resolution and determines post resolution support requirements
- Creates innovative yet practical solutions to satisfy customer’s business requirements
- Manages conflicts with customers and negotiates Win/Win agreements
- Serves as a liaison and attends and contributes to key meetings between the project team and customer contacts up to and including key executive project sponsors
INTERNAL RELATIONSHIP MANAGEMENT
- Maintains consistent cross-department communication including sales, services, product development, support, marketing, and finance.
- Prepares and delivers presentations for user, management, and executive level audiences
- Maintains close working relationships with sales, management, consulting, customer support and product management relating to feedback from the customer
- Assists customer-facing team in building a collaborative relationship that increases customer's perception of the value JDA brings to their business in order to expand future business opportunities
PROCESS & SOLUTIONS IMPROVEMENT
- Conducts post-mortem analysis and identifies preventive measures that avoid recurrence of escalations utilize lean six-sigma tools and processes
- Translates customer feedback into actionable feedback for departments within the organization to deliver improved interactions
- Examines trends in data to identify systemic issues and/or improvement opportunities
TRUSTED ADVISOR
- Provides advice to customers regarding industry best practices in business process and software deployment methodologies
- Demonstrates and communicates deep domain expertise and knowledge of the pertinent business processes (i.e., category management, replenishment systems or strategic merchandising systems).
- Demonstrates JDA’s position as a thought leader in applicable business processes across appropriate industry verticals.
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Required Skills
- A background of extensive experience and success in deploying supply chain solutions in one or more of SCE, Planning/SCPO, Retail and Manufacturing
- Experience supporting SaaS business applications and can articulate the associated customer benefits by deploying on SaaS or moving to SaaS
- In-depth knowledge of relevant Supply Chain software solutions
- Deep knowledge of the associated Supply Chain business processes
- Knowledge and understanding of applicable Retail/Manufacturing/3PL industry pain points and related cost drivers
- Demonstrable ability to resolve difficult client situations, projects and programs.
- Highly developed analytical and problem solving skills
- Ability to develop and maintain strong, productive relationships with customers, partners and consultants
- Outstanding customer-focused Account Management skills.
- Demonstrated experience presenting and working with C-Level Executives
- Exceptional facilitation skills (meeting sessions, conflict resolutions, brainstorming, etc.)
- Excellent change management skills
- Able to present information clearly and effectively to different audiences, balancing business, domain and technical questions as required
- Strong matrixed people management skills with the ability to guide, mentor, coach and train others
- Motivated, confident, self-sufficient, focused and determined
- Immediately credible at senior management level
- Strong pro-active communicator and presenter, able to influence and collaborate at all levels of organizations internally and externally to drive problem resolution
- Able to bring creativity and out of the box thinking approach where required.
- Comfortable operating in a highly matrixed environment.
- Bachelor’s degree or equivalent expected
- MBA or similar postgraduate business qualification desirable
OUR VALUES
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here.
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LET’S SOCIALIZE
Join the conversation online by connecting and following us on Twitter @JDASoftware @JDACareers and Facebook (http://bit.ly/9s2DVE), and LinkedIn (http://bit.ly/2rV4Kue) Also, check out JDA's blog - Supply Chain Nation - the platform for supply chain trends and innovations at http://blog.jda.com_._
Required Experience