Head of Enterprise Customer Experience, Pearl

• Data-Driven: Strong analytical skills, with the ability to interpret data and insights to make strategic decisions and measure customer experience performance
• Leadership & Team Management: Proven ability to lead, motivate, and develop high-performing teams, particularly in a global, cross-functional environment
• Enterprise Client Experience: Extensive experience managing and improving customer experience for large-scale, global enterprise clients, preferably in the SaaS or AI industry
• Dental Industry & Product Expertise- Deep understanding of both the dental and SaaS industry, enterprise technology ecosystems, and how Pearl products fit into customers' workflow
• Customer-Centric Mindset: Deep understanding of customer needs and a passion for delivering exceptional, personalized experiences at every touchpoint
• AI and SaaS Knowledge: Strong knowledge of AI and SaaS technologies, with the ability to understand and communicate how these solutions drive value for enterprise clients
• Process Optimization: Expertise in identifying inefficiencies and driving improvements in customer experience processes to increase satisfaction and reduce friction
• Communication & Stakeholder Management: Exceptional communication skills with the ability to influence, negotiate, and build relationships with senior leadership and enterprise clients
• Change Management: Experience leading organizational change initiatives, particularly in relation to improving customer experience and satisfaction
• Problem-Solving: Strong critical thinking skills, with the ability to quickly address and resolve customer concerns and challenges
• Customer Advocacy: Track record of creating programs that turn customers into brand advocates and reduce churn

Desirable

• We are seeking a customer-centric, energetic, and highly-motivated individual to lead our Enterprise Post-Sale Team.The Head of Global Enterprise Customer Experience will be responsible for developing and executing a world-class customer experience strategy for our enterprise clients across the globe
• This person will lead a diverse team and collaborate cross-functionally to ensure that all customer touchpoints are seamless, impactful, and aligned with our company’s goals
• By leveraging customer insights, data analytics, and AI-driven solutions, you will work to continuously elevate the customer journey, ensuring the highest levels of satisfaction, retention, and advocacy
• Data-Driven Decision Making: Use data analytics and AI-driven insights to track key performance metrics (e.g., NPS, CSAT, retention rates) and drive continuous improvement in customer experience programs
• Strategic Leadership: Develop and implement a global customer experience strategy tailored to enterprise clients, aligning with the company’s overall vision and growth objectives
• Customer Journey Optimization: Oversee the end-to-end customer journey, ensuring consistency, personalization, and excellence across all touchpoints, from onboarding and implementation to post-sale support and renewals
• Team Leadership: Lead and mentor a global team of Implementation Managers, Enterprise Trainers, and Strategic Customer Success Managers, ensuring they have the tools, resources, and support needed to drive success and exceed customer expectations
• Cross-Functional Collaboration: Work closely with product, sales, marketing, and customer success teams to ensure customer feedback is integrated into the product roadmap and customer engagement strategies
• Customer Advocacy: Build strong relationships with key stakeholders and senior executives within enterprise accounts, ensuring their needs are met and that they serve as long-term advocates for the company
• Global Focus: Manage customer experience initiatives across different regions, ensuring cultural nuances are considered and that global clients receive a personalized experience
• Change Management: Guide the organization through changes in customer experience processes, ensuring buy-in from internal teams and a smooth transition for clients
• Customer Retention & Growth: Implement strategies to improve customer retention, reduce churn, and increase customer lifetime value through exceptional service and proactive engagement