Director, Customer Experience - job 2 of 3

Type of Employee: Full Time

Druva enables cyber, data and operational resilience for every organization with the Data Resiliency Cloud, the industry’s first and only at scale SaaS solution. Customers can radically simplify data protection, streamline data governance, and gain data visibility and insights as they accelerate cloud adoption. Druva pioneered a SaaS-based approach to eliminate complex infrastructure and related management costs, and deliver data resilience via a single platform spanning multiple geographies and clouds.

Druva is trusted by thousands of enterprises, including 60 of Fortune 500, to make data more resilient and accelerate their journey to the cloud. Visit druva.com and follow us on LinkedIn, Twitter and Facebook.

The Role & The Team:

Reporting into the GCS Ops team, the Director of Customer Experience will drive the entire customer journey at Druva. Focusing on our Self-Serve customers as a priority, this person will analyze the entire customer lifecycle and identify areas of improvement and operational efficiencies to help ensure customer satisfaction and continued growth and expansion of our existing accounts.

The Director of Customer Experience will solicit customer feedback to drive innovations across the product, sales and wider customer success organizations to enhance the customer experience. You will need to think and act strategically based on data insights and trends to create the greatest impact for as many of our Self-Serve customers as possible. This person will be heavily involved in cross-functional buy-in and executive discussions aligned to business goals.

What You Will Do:

• Drive the strategy for our self-serve customers, cross-functionally, with a key focus on improving NPS, NRR and efficiencies across the organization
• Drive customers towards independent learning through tools like our Druva Academy, tracking content consumption and mapping to health score measures in Gainsight
• Drive customer surveys and analyze data to identify usage trends
• Utilize tools such as Gainsight and Salesforce to drive data insights
• Drive improvements and customer enhancements that improve the customer journey
• Track and report on business-critical metrics
• Manage and grow small team to start, management skills a must
• Coordinate and participate with the vendor/IT teams to help troubleshoot problems
• Provide ongoing support to GCS leadership, extended leadership teams, field engineers to manage/report critical KPIs
• Identify and implement solutions that improve ROI

What We Are Looking For:

• Bachelor’s degree, MBA, or equivalent experience strongly preferred
• 8+ years of experience in a customer experience and/or customer operations role in a technology-based company
• Experience with Salesforce and Gainsight tools (or similar) a plus
• Proven track record of strategic problem solving and planning
• Work autonomously, making decisions and think independently
• Be highly skilled at program management
• Proven ability to develop working relationships at all levels of management
• Experience with cross-functional collaboration
• Ability to prioritize, multi-task, and perform effectively under pressure
• Excellent written and spoken communication skills