Head of Customer Experience
Provo, UT Provo, UT From $120,000 a year From $120,000 a year 11 days ago 11 days ago 11 days ago About Rain Retail:
Located in Provo, Utah, Rain Retail is one of the fastest-growing SaaS companies in Utah.
We serve specialty retailers across multiple markets, including music, pet, jewelry, thrift, and more.
We've been in business for 15
years currently have a team of 80
people across various departments:
such as sales, support, customer experience, and development.
Our employees enjoy the benefit of working in a small business atmosphere without the politics and headaches that come with a large corporation.
As a company, we're all about helping small business owners succeed.
Our company culture is built on the pillars of the 5 H's:
Honest, Hungry, Happy, Heartfelt, and Humble.
If these values are important to you, then there's a good chance you'd fit well at Rain.
You can learn more about Rain at https:
//www.
rainpos.
com.
About the Head of Customer Experience Role:
As the Head of Customer Experience at Rain Retail, your primary role is to champion customer needs across the organization.
You lead teams responsible for onboarding, support, and retention, refining client segmentation, and managing team resources.
You will lead support functions, performance standards, and career development programs while creating scalable processes and collaborating with other departments.
Your goal is to enhance the customer experience, influence product improvements, and ensure seamless customer transitions from onboarding to support, all contributing to Rain Retail's success.
This Job is based in our office in Provo, Utah.
Remote opportunities are not available at this time.
Day in the Life:
Advocate for customer and act as voice of customer across the organization Lead teams focusing on new-customer onboarding, customer support and retention (saves) Evolve the current client segmentation and service model for a scaling organization and manage team capacity and staffing Drive and operationalize customer implementation and multi-cohort support functions Implement and evolve performance management standards and routines while also focusing on career development and leadership training for next-gen leaders Build process playbooks, tools, and templates to ensure consistency and scalability of team execution Partner cross-functionally to introduce new processes that optimize internal resources, improve service quality, reduction of customer churn, and enable higher volume output Drive team accountability in meeting client deadlines and delivering on key initiatives, such as churn mitigation and payment processing activation Implement and cultivate client feedback and data-gathering routines and develop strategies to address gap areas Collaborate with Sales, Product, Development, Customer Support, etc.
on strategic initiatives and client requests, including influencing roadmap for product enhancements Optimize the client relationship handoff process from Onboarding to Customer Support Manage all facets of CX team member onboarding, training, and growth / development Drive annual planning process for CX team, including developing goal and KPI targets Who You Are:
8
years of relevant experience in client management, project management, or operations at a SaaS company Minimum 4
years of senior leadership experience Experience leading and developing hybrid and remote teams Experience in growth-by-acquisition environments Operational excellence and ability to work cross-functionally Strong data analytics and ability to present data to drive actionable insights Excellent critical thinking skills, combined with the ability to present beliefs clearly and compellingly in verbal and written form, particularly the ability to convey technical / nuanced information in an accessible and understandable manner Flexibility - must be able to adapt and embrace change Comfortable with ambiguity and motivated to solve complex problems with a creative, can-do mindset Ability to juggle several high-priority initiative at once and continuously reprioritize to ensure the most impactful work is accomplished Relationship oriented, with a high degree of comfort managing stakeholders Adept at presenting in large groups, both in-person and virtually, and managing challenging or escalated client situations Bias towards action Advanced skills in MS Office and/or Google Suite and Salesforce (or other CRM) What We Offer:
Competitive benefits Medical, Dental, and Vision 401k Opportunities Generous Paid Time Off Fun company culture Growth opportunities within the company Casual dress Fully stocked snack pantry and kitchen Satisfaction of marketing a product that makes customers successful Salary:
Starting at $120k, depending on experience.
Estimated Salary: $20 to $28 per hour based on qualifications.
Located in Provo, Utah, Rain Retail is one of the fastest-growing SaaS companies in Utah.
We serve specialty retailers across multiple markets, including music, pet, jewelry, thrift, and more.
We've been in business for 15
years currently have a team of 80
people across various departments:
such as sales, support, customer experience, and development.
Our employees enjoy the benefit of working in a small business atmosphere without the politics and headaches that come with a large corporation.
As a company, we're all about helping small business owners succeed.
Our company culture is built on the pillars of the 5 H's:
Honest, Hungry, Happy, Heartfelt, and Humble.
If these values are important to you, then there's a good chance you'd fit well at Rain.
You can learn more about Rain at https:
//www.
rainpos.
com.
About the Head of Customer Experience Role:
As the Head of Customer Experience at Rain Retail, your primary role is to champion customer needs across the organization.
You lead teams responsible for onboarding, support, and retention, refining client segmentation, and managing team resources.
You will lead support functions, performance standards, and career development programs while creating scalable processes and collaborating with other departments.
Your goal is to enhance the customer experience, influence product improvements, and ensure seamless customer transitions from onboarding to support, all contributing to Rain Retail's success.
This Job is based in our office in Provo, Utah.
Remote opportunities are not available at this time.
Day in the Life:
Advocate for customer and act as voice of customer across the organization Lead teams focusing on new-customer onboarding, customer support and retention (saves) Evolve the current client segmentation and service model for a scaling organization and manage team capacity and staffing Drive and operationalize customer implementation and multi-cohort support functions Implement and evolve performance management standards and routines while also focusing on career development and leadership training for next-gen leaders Build process playbooks, tools, and templates to ensure consistency and scalability of team execution Partner cross-functionally to introduce new processes that optimize internal resources, improve service quality, reduction of customer churn, and enable higher volume output Drive team accountability in meeting client deadlines and delivering on key initiatives, such as churn mitigation and payment processing activation Implement and cultivate client feedback and data-gathering routines and develop strategies to address gap areas Collaborate with Sales, Product, Development, Customer Support, etc.
on strategic initiatives and client requests, including influencing roadmap for product enhancements Optimize the client relationship handoff process from Onboarding to Customer Support Manage all facets of CX team member onboarding, training, and growth / development Drive annual planning process for CX team, including developing goal and KPI targets Who You Are:
8
years of relevant experience in client management, project management, or operations at a SaaS company Minimum 4
years of senior leadership experience Experience leading and developing hybrid and remote teams Experience in growth-by-acquisition environments Operational excellence and ability to work cross-functionally Strong data analytics and ability to present data to drive actionable insights Excellent critical thinking skills, combined with the ability to present beliefs clearly and compellingly in verbal and written form, particularly the ability to convey technical / nuanced information in an accessible and understandable manner Flexibility - must be able to adapt and embrace change Comfortable with ambiguity and motivated to solve complex problems with a creative, can-do mindset Ability to juggle several high-priority initiative at once and continuously reprioritize to ensure the most impactful work is accomplished Relationship oriented, with a high degree of comfort managing stakeholders Adept at presenting in large groups, both in-person and virtually, and managing challenging or escalated client situations Bias towards action Advanced skills in MS Office and/or Google Suite and Salesforce (or other CRM) What We Offer:
Competitive benefits Medical, Dental, and Vision 401k Opportunities Generous Paid Time Off Fun company culture Growth opportunities within the company Casual dress Fully stocked snack pantry and kitchen Satisfaction of marketing a product that makes customers successful Salary:
Starting at $120k, depending on experience.
Estimated Salary: $20 to $28 per hour based on qualifications.
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