Director of Customer Experience, Nautical Commerce
3 days a week in office
Multi-vendor marketplace platform
Job no longer available
Multi-vendor marketplace platform
21-100 employees
Job no longer available
3 days a week in office
21-100 employees
Company mission
To democratize access to multi-vendor marketplace technology.
Role
Who you are
- Proven leadership with 10+ years of experience managing Customer Experience teams at SaaS companies in commerce/retail, eCommerce, ERP, Web CMS, PIM or other related areas
- Significant experience in driving successful software deployments across different industries
- Experience with complex customer implementations/migrations that involve ETL, Integrations, and public-facing websites as well as SI-led integrations
- Excellent communication skills, team-focused mindset, high levels of EQ and IQ
- Experience using (and ideally implementing) tools such as Ticket Systems (Jira/Zendesk), Project Management Systems (Baton/Click-Up/MS Projects etc…), CRMs (HubSpot/Salesforce), to improve collaboration and transparency
- An entrepreneurial approach, self-aware, and an inspiring character with great energy
- Passionate player-coach who can grow and build the team as well as roll up their sleeves and get their hands dirty
- Demonstrated success in building, scaling, and maintaining high-performing Customer Experience functions
- Understanding of data cleansing using tools like Excel, ability to understand workflow orchestration using click-to-build tools like Zapier, and a firm understanding of APIs
- Proven experience working on technical projects and long implementation cycles
- Thrives in a fast-paced adaptable environment, eager to tackle various projects with curiosity and a problem-solving mindset, and energized by spending the day working with customers
- Comfortable navigating ambiguity, taking ownership, and continuously improving processes
- You are committed to people. At Nautical, we are radically human. We make everything about people: our technology, decisions, interactions, and products are rooted in the power of being human first
- You are a lifetime learner. We proceed by leaning into our team, knowing we don't know everything. We listen, make data-driven decisions, and communicate openly
- You are customer-centric. We are customer-focused because acting in the interest of our customers is always the right choice
- You are solution-oriented. We leave our egos at the door and focus on solving problems. We are okay with being wrong to make sure the product is right
- You are passionately different. We believe in the strength of diversity, embracing different perspectives and cultures to improve our community and our decision quality
What the job involves
- We are looking for a Director of Customer Experience to lead our Customer Success and Support teams
- This role involves enabling these teams to maximize product capabilities on customer deployments and drive post-implementation satisfaction
- You'll guide and advise customers through their lifecycle, from pre-sales consultation to implementation and post-launch support
- The Customer Experience team collaborates closely with Nautical's technical teams and System Integrators (SIs) to design strategic and technical solutions for our customers, aligning our platform with their organizational needs
- Platform expertise, effective communication with C-level executives, managing challenging discussions, and setting and managing expectations are key factors that contribute to success in this role
- The Director of Customer Experience will also ensure timely and high-quality deployments of our technology that meet customer requirements, accelerate time to first value and drive measurable business impact, and measure outcomes using NPS, CSAT, etc
- Work with Project Managers, SIs and customers to build, deliver, and scale the overall customer experience from presale discussions throughout the launch and post-launch phases
- Provide strategic guidance to support customers’ use of the Nautical platform
- Communicate with stakeholders, handle escalations and navigate challenging situations with positive and balanced results
- Work collaboratively with and influence other departments to promote customer satisfaction and achieve business unit and company goals
- Manage, forecast and monitor resource capacity and utilization, staffing appropriately all customer engagements
- Continuously improve and enhance the implementation methodology to drive efficiency and consistency
- Recruit and develop a high-performing team, developing career paths for team members that allow for growth and development within the customer experience team
- Create, monitor and deliver on departmental KPIs
- Influence GTM and Product team's strategy, based on customer feedback
Our take
After spending years helping leading global companies with digital transformation, founder Ryan Lee noticed a trend: enterprises were looking to build marketplaces, but they didn't have the technology or the expertise to do it. Instead, they were spending millions of dollars and years to get their marketplaces off the ground while wasting valuable time and resources in the process. Nautical was created to efficiently orchestrate the full lifecycle of marketplace transactions across the multitude of systems involved.
The company's multi-vendor platform makes marketplace technology accessible to businesses of all stripes, from startups to enterprises, allowing them to take advantage of multi-vendor opportunities. There is a clear market for this: businesses leveraging the marketplace model grow 10% faster year over year as compared to their e-commerce competitors. Additionally, retailers with marketplaces saw a 34% traffic increase to their site.
Nautical has invested in growing its team in its NYC and Toronto offices. With a larger team, the company is better placed to work towards its goal to enhancing its multi-vendor product capabilities. Nautical also want to expand to new markets in addition to its existing operations in the US, Canada, UAE, Australia, and France.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Jun 2022
$30m
SERIES A
Dec 2020
$2.2m
SEED
Total funding: $32.2m
Company HQ
Flatiron District, New York, NY
Leadership
Niklas Halusa
(President)Previously a Product Manager at Turvo and part of the Investment Team at Activant Capital.
Ryan Lee
(CEO)Previously a Senior Program Manager for Apple Pay, Head of Financial Management and Payments at Turvo and CPO at Modo.
Salary benchmarks
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