VP of Customer Experience

What’s The Job?
Calendly is looking for a seasoned leader as our VP of Customer Experience who shares our relentless vision of making phenomenal customer service a competitive advantage for our business. Our culture is focused on being the best customer service provider possible every day and constantly innovating upon and improving the experience to be even more amazing for our customers. This role will be focused on elevating our customer experience pillars including helpful and speedy technical support, effective self service content, and world class customer success and account management offerings.

Responsibilities:
  • Drive continuous improvement and champion positive change to better service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and accelerate growth
  • Define and mature an organizational structure for scale that is cost efficient, yet does not sacrifice our high standard of excellence when providing technical support to customers
  • Develop KPIs, manage performance and establish career path opportunities for the customer experience team
  • Partner with the engineering, product, enablement, sales and marketing teams to ensure positive customer outcomes
  • Proactively provide feedback across departments regarding customer concerns and user experience
  • Identify and implement industry best practices, strategies and processes to support a best-in-class service experience
  • Achieve quarter over quarter increases in customer satisfaction scores related to the technical support function
  • Enhance effectiveness and efficiency through technology

Requirements:
  • Significant strategic leadership experience driving customer-facing organizations; preferably leading a SaaS Customer Success organization with deep understanding of value drivers in recurring revenue business models
  • Deep understanding of SaaS customer support and customer success methodologies, having designed and implemented high impact customer service techniques
  • Enthusiastic and inspiring people management skills and demonstrated success of scaling teams in a high-growth environment
  • Experience and passion for optimization; you genuinely get a thrill out of creating, and seeing the positive results from process improvements
  • Strong empathy for customers AND a passion for revenue and growth
  • US Citizen or Permanent Resident (we do not sponsor at this time)

What We Value
Calendly delivers the best service to schedule external meetings professionally, quickly and effortlessly. Our product is used by over a million people every month across many job functions and industries including sales, recruiting, financial services and education. 

We’re obsessed with providing an elegant, delightful, frustration-free experience for our customers. This shapes how we develop, design, market, and support. We move fast and pitch in across departments to help each other when problems need solving.

We’re a group of people with very different backgrounds, abilities, and perspectives. We work hard to build great things together—and make time to celebrate our accomplishments. We offer competitive salary and unlimited paid time off, the option to work remote one day a week, company-paid parking or transit pass, catered meals twice a week, and a kitchen stocked with unlimited snacks, coffee, and beer on tap!

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