Director of Customer Experience, Pax8

$130k

Compensation is benchmarked on local Denver Metro area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location

Senior and Expert level

Remote from US

Marketplace for cloud-based business solutions

Job no longer available

Marketplace for cloud-based business solutions

1001+ employees

B2BMarketplaceInternal toolsPaymentsCloud Computing

Job no longer available

$130k

Senior and Expert level

Remote from US

1001+ employees

B2BMarketplaceInternal toolsPaymentsCloud Computing

Company mission

To build the technology Marketplace of the future.

Job

Company

Role

Who you are

At least five (5) years of working within Pax8 across different departments is strongly preferred
At least three (3) years of leadership experience
At least one (1) year of leading global service or customer experience operations
Proficiency with Microsoft Office, Salesforce, Wrike, and ServiceNow
Demonstrated ability to operate effectively in a matrix environment
A self-motivated, strategic thinker, highly commercial with a drive for execution excellence
Demonstrated ability to work internationally, engaging across the US, EMEA, and APAC to align requirements and agree on execution programmes
Flexible and comfortable working on multiple initiatives
Ability to adjust to an evolving landscape with short notice is mandatory
Experience in design thinking and customer journey mapping is integral to the role
Ability to present complex material and create clear outcome-based recommendations is essential
Creative thinker and problem solver—always looking beyond the available options when up against roadblocks
Strong communication skills and ability to collaborate with internal and external teams
Experience learning and navigating within a high-growth and fast-paced environment
B.S./B.A. degree in related field or equivalent work experience

What the job involves

The Director of Customer Experience supports our cross-company efforts to drive lifetime value and differentiation in Pax8 by defining, enabling, and embedding our End Customer Experience
They are responsible for delivering Customer insights to ensure the entire organization has a deep understanding of customer needs, behaviors, and outcomes which direct how we engage and support Partners at all touchpoints across the business
In collaboration with regional leaders and corporate stakeholders, this leader makes certain that our Customer experience matches our brand promise
The Director harnesses data and tools to define Customer personas and profiles, map Customer journeys, and develop differentiated value propositions
They collaborate with the Partner and Vendor Experience teams, via research and market benchmarking, and they define and nurture the Pax8 Customer Experience as they engage through Partners and with the Vendors in the Pax8 Ecosystem
This role will be ultimately responsible for documenting the impact of organizational initiatives in a Recommendation Report based on the Customer experience
They will lead a team focused on understanding customers through data, interviews, analyst reports, and the Partner Advisory Council (PAC)
Develop data analysis to identify customer cohorts, segmentation, vendor, and partner alignment
Accountable for the execution and delivery of Customer Experience Recommendation Reports
Oversee the collection and management strategy of artifacts related to Customer Experience
Contribute to the development of the Vendor portfolio to meet specific customer demands for business solutions
Contribute to the development of the partner community to identify partner expertise and capabilities to meet customer outcome-based requirements
Develop and direct Voice of the Customer listening systems and engagement programs, across regions in conjunction with partner teams
Conduct research and benchmarking, including the development of surveys

Our take

Cloud computing facilitates access to software products without having the computer power required to use them, presenting great opportunities for enterprises to benefit from cutting-edge software. However, managing subscriptions to cloud products can be a convoluted process unique to each software product, presenting the need for a unified accessibility solution.

Pax8 provides an online marketplace for cloud-based software, allowing businesses to order, bill, manage, and provision cloud products within a single place. The marketplace contains a curated catalogue of cloud providers, a license management dashboard, demo infrastructure and tools for billing and invoicing, ultimately ensuring that users do not need to navigate outside the platform to manage their cloud software inventory.

Whilst many of the services provided by Pax8 are already included in cloud software applications, the company has made the smart move of partnering with software providers such as Bam Boom Cloud to unify all management tools into a single platform. By ensuring companies can browse, purchase, and manage cloud solutions within the marketplace, the company aims to increase accessibility and minimise complexities associated with cloud computing.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

33% employee growth in 12 months

Glassdoor (3.73)

Company

Funding (last 2 of 4 rounds)

Apr 2022

$185m

LATE VC

Jan 2021

$96m

LATE VC

Total funding: $336m

Company HQ

Greenwood Village, CO

Leadership

Scott Chasin

(CEO)

Scott has been with the Pax8 team since 2021, joining as CTO before becoming CEO in 2024.

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