Customer Experience Director

The company is the World's leading supply chain provider powering today's digital transformation. 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 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 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