Head of Customer Experience

About Atera

Atera is inventing a new way of managing IT end-to-end for IT professionals and teams worldwide.

By creating an AI-powered IT platform, Atera's all-in-one Remote Monitoring and Management (RMM) Helpdesk, Ticketing, and Reporting solution helps more than 23,000 IT pros achieve 10X operational efficiency, cut down time-to-resolution, and deliver better outcomes faster. Located in the heart of Tel Aviv, our team of passionate, like-minded individuals is driven by a shared mission to unleash everyone's potential and constantly innovate. We create an open, transparent, and supportive environment that gives our teams the autonomy, resources, and freedom to thrive.

We are looking for an experienced Head of Customer Experience to join us!

This is a full-time and onsite (hybrid-remote) role at our Tel Aviv office.

We seek a highly motivated and experienced Head of Customer Experience to join our dynamic team. In this role, As the Head of Customer Experience, you will be responsible for leading and shaping our company's customer experience strategy to ensure the highest level of satisfaction and loyalty among our customers. You will lead a team dedicated to delivering exceptional customer service across all touchpoints, driving continuous improvement initiatives, and championing the voice of the customer throughout the organization.

The ideal candidate has to be a people person - a relationship wizard with analytical skills. The ideal candidate will work closely with cross-functional teams, including Sales, Product, and Support, to align customer goals with our company objectives.

Key Responsibilities:

• Develop and execute a comprehensive customer experience strategy aligning with the company's goals and objectives.
• Lead and mentor a team of customer experience professionals, providing guidance, support, and development opportunities.
• Define and implement best practices for customer service delivery, including processes, systems, and performance metrics.
• Collaborate cross-functionally with marketing, product development, and operations departments to drive customer-centric initiatives and improvements.
• Monitor and analyze customer feedback, satisfaction metrics, and market trends to identify areas for improvement and innovation.
• Champion the voice of the customer within the organization, advocating for their needs and preferences in decision-making processes.
• Establish and maintain strong relationships with key stakeholders, including executive leadership, to gain buy-in and support for customer experience initiatives.
• Drive a culture of customer-centricity and continuous improvement throughout the organization, fostering a mindset of empathy and accountability.
• Manage a group of ~40 employees.
  
  

• 8+ years of experience in leadership customer experience in SAAS B2B companies.
• Proven track record of developing and implementing successful customer experience strategies in a fast-paced environment.
• Strong leadership skills with the ability to inspire and motivate teams to achieve results.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate and influence across all levels of the organization.
• Analytical mindset with the ability to leverage data and insights to drive decision-making and measure performance.
• Passion for customer advocacy and a deep understanding of customer needs and preferences.
• Experience working in IT industry/sector is a plus.