Vice President of Customer Experience, Gorgias
The conversational AI platform for eCommerce
Job no longer available
The conversational AI platform for eCommerce
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- Experience: 10+ years in customer experience roles within the SaaS industry, with at least 5 years in a leadership capacity overseeing multiple CX functions. Experience in the AI industry and B2B SaaS, with a track record of leading teams at companies achieving $100M+ ARR
- Customer Success Expertise: Proven track record in managing customer success initiatives, including direct customer engagement and a deep understanding of customer needs and challenges
- Strategic Vision: Demonstrated ability to set and execute a 1-2 year vision for a growing Customer Experience team, aligning with company goals and evolving market dynamics
- Service Model Innovation: Expertise in designing and implementing service models ranging from high-touch, white-glove approaches to scalable solutions for diverse customer segments
- Leadership: Strong leadership skills, with experience coaching and empowering Customer Success Managers, fostering a high-performance culture, and effectively managing team dynamics across multiple layers of management
- Change Management: Proven ability to motivate teams through organizational change and foster alignment across complex structures
- Analytical Skills: Proficiency in leveraging data-driven insights to inform decision-making and implement process improvements
- Scalability: Demonstrated experience in creating one-to-many customer success programs for SMB customers, leveraging scalable approaches to support a broad customer base
- Innovation: Ability to optimize existing processes through creative and automated solutions while maintaining high levels of customer satisfaction
- Customer-Centric Approach: Expertise in customer personas, journey mapping, and touchpoint optimization to deliver exceptional customer experiences
What the job involves
- Our Customer Experience (CX) organization brings together our Customer Success, Scaled Success, and Education teams, with hubs in Toronto and San Francisco
- Reporting directly to the CRO, the VP of CX will be responsible for developing and executing strategies that enhance customer retention, drive product adoption, and fuel account growth
- Product Feedback: Analyze customer feedback and product usage data, implementing strategies in partnership with Product to increase customer retention and drive activation
- Customer Advocacy: Serve as the voice of the customer within the organization, ensuring that customer insights inform product development, marketing, and sales strategies
- Scaled Customer Success: Leverage automation and innovative solutions to streamline CX processes, maintaining high levels of customer satisfaction while supporting scalable growth
- Enterprise Customer Success: Develop and execute strategies to transition from serving primarily SMB/MM clients to effectively engaging and retaining Enterprise customers
- Performance Metrics: Establish and monitor key performance indicators (KPIs) related to customer success, product adoption, and overall customer experience, reporting progress to executive leadership
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 15,000 brands, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Alex Plugaru
(Co-Founder & CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(Co-Founder & CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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