Chief Customer Officer

JAGGAER is leading the Autonomous Commerce revolution, a self-governing B2B commerce experience between buyers, suppliers, things (IoT), and partners. Leveraging AI and machine learning, our intelligent procurement solutions provide enterprise buyers and suppliers with smart-match recommendations that align buyer needs with supplier capabilities. Our solutions autonomously execute many repetitive, behind-the-scenes tasks to facilitate enterprise commerce. We are over 1,250 employees strong: all focused on customer success. For more information, visit www.jaggaer.com

We are seeking a dynamic and strategic Chief Customer Officer to join our executive team. As the leader of JAGGAER’s Customer-facing departments, you will ensure our global customers' success, satisfaction, and retention. You will be pivotal in driving customer-centricity throughout the organization and will be instrumental in shaping the company's customer success strategy.

ROLE RESPONSIBILITIES:

• Leadership and Strategy:
  • Develop and execute JAGGAER's customer success vision, strategy, and goals, aligning them with the overall business objectives.
  • Own and drive the entire customer lifecycle journey, including onboarding, adoption, expansion, and renewal, by establishing best practices and processes to maximize customer success and satisfaction
  • Lead Customer Success and related customer engagement functions and corresponding teams, providing clear direction, mentorship, and support to ensure high performance and collaboration.
  • Foster a customer-centric culture across the organization, promoting customer success as a top priority.

• Customer Success:
  • Define and implement best practices for customer onboarding, adoption, and retention, ensuring customers achieve their desired outcomes.
  • Establish metrics and key performance indicators (KPIs) to measure and track customer success, proactively identifying and addressing any challenges or roadblocks.
  • Collaborate with cross-functional teams, including Sales, Product, and Marketing, to drive customer satisfaction and expansion opportunities.
  • Drive the “voice of the customer” within and across the organization collaborating with Product, Sales, Marketing, and other teams to represent customers' needs and feedback, driving product and process improvements and enhancements to meet customer expectations.
  • Participate in M&A diligence and ultimate onboarding of acquired targets’ customer bases.
  • Oversight and ownership of other critical, global customer engagement functions and teams required to ensure strong customer relationships and drive customer outcomes.
  • Oversee customer support operations to ensure timely and effective resolution of customer inquiries, issues, and escalations.
  • Develop and optimize customer support processes, systems, and resources to enhance service levels and customer satisfaction.
  • Implement metrics and reporting mechanisms to monitor customer support performance and identify areas for improvement.
  • Foster a customer-first culture within the Global Customer Care team, promoting empathy, responsiveness, and continuous improvement.
  • Develop and refine service offerings, methodologies, and delivery frameworks to drive customer success and value realization.
  • Collaborate with Sales and Account Management teams to identify and pursue upsell and cross-sell opportunities for other software products and professional services.
• Professional Services:
  • Lead Professional Services team in delivering exceptional implementation, consulting, and training services to customers.
  • Develop and refine service offerings, methodologies, and delivery frameworks to drive customer success and value realization.
  • Collaborate with Sales and Account Management teams to identify and pursue upsell and cross-sell opportunities for Professional Services.
  • Ensure high-quality project execution, resource management, and profitability of Professional Services engagements.

• Proven track record of success in a similar leadership role within a global SaaS company, ideally as a Chief Customer Officer or equivalent.
• Strong understanding of the SaaS business model in an enterprise-class product offering, including the software customer lifecycle management and related customer success methodologies.
• Private Equity is a significant plus.
• Extensive experience and maniacal focus on driving customer success, satisfaction, and retention, with a deep understanding of customer lifecycle management.
• Ability to reach across multiple functions at both senior and junior employee levels to establish consistent processes and drive outcomes
• Experience with M&A, including due diligence of prospective targets and integrating acquired operations, people, and customers
• Strong customer support background, focusing on delivering exceptional customer experiences and building customer advocacy.
• Ability to think strategically and translate customer insights into actionable strategies, initiatives, and measurable outcomes.
• Strong business acumen and the ability to align customer success objectives with broader company goals and objectives.
• Analytical and data-driven mindset, leveraging metrics and insights to inform decision-making and continuous improvement.
• Outstanding leadership, communication, and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and executive stakeholders.
• Strong presentation and storytelling skills, with the ability to convey complex concepts and strategies to both technical and non-technical audiences

WHAT WE OFFER:

We strive to support our employees & their families. Your health & well-being are essential. JAGGAER offers a variety of programs to help you manage your overall wellness and be your best self. At JAGGAER, you’ll find great medical plans, adoption benefits, wellness reimbursement, generous parental leave, 401(k) match, a flexible work environment, no limit on vacation days for exempt employees, and much more!

OUR VALUES:

Our values are at the core of who we are at JAGGAER. You will see these values entrenched in how we support our customers, work with team members, build our products, and in the culture we’ve created.

Passion: Our team is passionate about the work we do and the impact we’re making.

Humility: We respect and learn from our teammates in pursuit of the larger company mission – to simplify procurement with a relentless customer focus.

Empathy: We constantly seek to understand the perspectives of teammates, customers, partners, and other community members.

Transparency: We’re clear about our plans, processes, and goals, so nothing surprises us.

Accountability: We measure ourselves against the expectations of our customers and stakeholders, as well as our community at large.

EEO:

JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, or other applicable legally protected characteristics.

ACCESSIBILITY:

JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process, please send a request to: hr@jaggaer.com All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Pay Transparency Nondiscrimination Provision (dol.gov)

Know Your Rights: Workplace Discrimination is Illegal (dol.gov)