Sample Job Description for Vice President of Customer Experience
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Vice President of Customer Experience Job Overview
Vice President of Customer Experience Job Description Sample
Plans and directs all aspects of an organization's customer service policies, objectives, and initiatives.
JOB LEVEL
M05
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Top Management
Salary Range
BASE 50%
$242,733
TOTAL 50%
$304,863
Job Responsibilities for Vice President of Customer Experience
Responsible for the overall satisfaction of customers. Provides leadership to establish direction and initiatives for service operations. Ensures that service policies and practices align with overall organizational direction and objectives. Leads a high quality customer support organization and instills a strong service culture that demonstrates industry best practices. Utilize service metrics and analytics to refine and continuously improve service delivery.
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| 1 | Customer Service Work Order Coordinator | The Customer Service Work Order Coordinator oversees timely processing of work orders. Schedules repairs with customers and prepares schedule for shop and field service personnel. Being a Customer Service Work Order Coordinator typically reports to a supervisor or manager. Requires a high school diploma or its equivalent. Working as a Customer Service Work Order Coordinator typically requires 1-3 years of related experience. May be entry level if some experience in the skill. Gains or has attained full proficiency in a specific area of discipline. Works under moderate supervision. |
| 2 | Account Representative | The Account Representative pursues relationships with potential new accounts and seeks business expansion opportunities with current clients. Develops relationships with smaller to mid-sized clients in order to increase revenue. Being an Account Representative may support higher-level account managers working with larger accounts. Has detailed knowledge of products and services being offered and ensures that products and services consistently meet client needs. In addition, Account Representative may visit client locations periodically to ensure client satisfaction and promote ongoing contract renewal. Provides sales quotations and responds to requests for proposals. Typically requires a bachelor's degree. Typically reports to a supervisor or manager. Being an Account Representative work is closely managed. Works on projects/matters of limited complexity in a support role. Working as an Account Representative typically requires 0-2 years of related experience. |
| 3 | Field Service Engineering Manager | The Field Service Engineering Manager plans and oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize uptime. Manages field service personnel to provide effective on-site support and technical assistance with various products or equipment. Being a Field Service Engineering Manager handles service contracts and directs support services. Oversees the scheduling and training of field service representatives. In addition, Field Service Engineering Manager develops methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction. Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed. Requires a bachelor's degree. Typically reports to a director. The Field Service Engineering Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Field Service Engineering Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
| 4 | Head of Network Service | The Head of Network Service designs, develops, and administers policies and processes that ensure customer satisfaction. Oversees, plans, and directs all network related service activities for a telecommunications organization. Being a Head of Network Service requires a bachelor's degree. Works with related functions (operations, sales) to develop and improve customer support operations. In addition, Head of Network Service typically reports to top management. The Head of Network Service manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. Comprehensive knowledge of the overall departmental function. Working as a Head of Network Service typically requires 8+ years of managerial experience. |
| 5 | Top Customer Success Executive | The Top Customer Success Executive develops strategies and processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle. Leads the customer success function with a vision and strategy to provide customers with a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services and drive sales and increased revenue. Being a Top Customer Success Executive builds team capabilities and capacity. Designs data collection and feedback mechanisms to identify and understand customer needs, assess customer health and aid the development programs and policies. In addition, Top Customer Success Executive establishes collaborative relationships with sales, product development, and other customer facing functions. Requires a bachelor's degree or equivalent. Typically reports to top management. The Top Customer Success Executive manages a business unit, division, or corporate function with major organizational impact. Establishes overall direction and strategic initiatives for the given major function or line of business. Has acquired the business acumen and leadership experience to become a top function or division head. |
Vice President of Customer Experience Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Business Acumen | Level 3 |
| Customer Relationship Management | Level 5 |
| Service Excellence | Level 4 |