Senior Director, International Customer Experience Job at Follett Software (Wellington)

Job Description

The Senior Director, International Customer Experience provides strategic leadership and operational oversight of global post-sales functions, including Technical Support, Customer Success, and Professional Services. This role ensures a consistent, high-quality customer experience worldwide by driving operational excellence, fostering cross-regional collaboration, and aligning with Product, Sales, Marketing, and Development to address needs, influence product enhancements, accelerate time to value and deliver scalable support and training programs.

Job Responsibility

Provide strategic leadership for all post-sales customer experience functions globally, including Technical Support, Customer Success and Professional Services
Work with CX leaders to improve business processes that improve our ability to support our customers effectively and achieve productive use of all Follett products and services
Work with the respective leaders to help improve operational efficiencies and the customer experience by identifying needs, addressing challenges, and optimising workflows
Foster collaboration and knowledge sharing among global support, success, and professional services teams, promoting a unified “global team” culture
Partner with Marketing and Sales to align on customer communications, promote new features, and identify opportunities for customer engagement
Maintain up-to-date expertise in company products and services, enabling the team to deliver accurate and informed services and support
Foster change management and new process implementation to enhance efficiency and the customer journey
Monitor customer satisfaction metrics, case ticket trends, utilization trends, implementation time to value metrics, project volume, and overall performance data to identify opportunities for improvement and report results to executive leadership
Oversee a global support team responsible for responding to customer inquiries via phone, email and online via a customer portal
Partner with product management and development to ensure customer-reported issues are documented, escalated, and addressed promptly, while contributing insights for product improvements
Ensure clear and timely communication with customers during complex or high-impact issue resolution, particularly for urgent or high-profile cases
Often operate as a point of escalation for urgent customer issues and ensure team is following proper escalation protocol and partnering cross-functionally to ensure timely resolution
Ensure team is actively monitoring the health of assigned customers to maintain customer retention and identify opportunities to unlock further value for them
Implement initiatives to identify and resolve recurring customer pain points, including proactive outreach to “at-risk” customers
Ensure team is working with renewal operations team on customer renewal contract to ensure customers receive their renewal and are renewing on time to minimize any customer attrition
Partner with Sales to identify upsell/cross-sell opportunities with existing customers to expand lifetime value
Work with the PS leaders to oversee the creation and execution of training materials and additional customer-facing assets which may include product documentation, webinars, newsletters and materials to support customer roadshows and user groups
Monitor team performance and workloads, ensuring service level targets are met and resources are allocated effectively
Oversee the continuous improvement of customer self-service resources, ensuring content is accurate, comprehensive, and accessible
Ensure implementation and onboarding teams are well-versed on products so that implementation of products is streamlined and time to value is accelerated
Work closely with Sales on proper sales handoff for new customer onboarding and customer expansion opportunities to ensure successful implementation of new products and services
Act as a coach to leadership team in their professional growth, and providing continuous feedback and conducting regular one-on-one meetings to discuss goals, challenges, and achievements and opportunities for growth for the global business
Lead by setting a positive example, prioritizing the needs of the team, removing obstacles that hinder their success, and empowering team members by providing the tools, resources, and support they need to excel in their roles
Identify and nurture individual varying strengths and specialized abilities to foster career development and job satisfaction
Create and maintain a positive, inclusive, and collaborative work environment, promoting open communication and a sense of belonging within the global team
Set clear expectations and performance goals aligned with the broader organisational strategy, ensuring everyone understands their role in achieving company objectives
Ensure regular, clear, and transparent communication with the leadership team about organisational updates, changes, and expectations, facilitating open dialogue and encouraging feedback from all team members
Partner with recruiting in driving recruitment processes to attract top talent, and develop strategies to retain high-performing team members by recognizing achievements and creating opportunities for advancement
Set strategic priorities for the global business in partnership with the other functional leaders

Requirements

Bachelor’s degree in Business, Management, or related field
advanced degree preferred
10+ years in customer experience, customer success, technical support, professional services or related post-sales functions
7+ years in a senior leadership role managing global or multi-regional teams, including customer experience, customer success, technical support, or related post-sales functions within a global software or technology company
Demonstrated ability to lead cross-functional, geographically distributed teams in a fast-paced, customer-focused environment
Strong operational management skills with experience optimising workflows, resources, and processes to drive efficiency and quality
Track record of improving customer satisfaction, retention, and engagement through strategic initiatives
Experience partnering with Product, Sales, Marketing, and Development teams to address customer needs and influence product direction
Expertise in developing and delivering scalable training, communication, and support programs
Strong problem-solving and decision-making skills, with the ability to manage complex or high-impact customer issues
Excellent communication, presentation, and interpersonal skills, with the ability to build relationships across cultures and regions
Data-driven approach to monitoring performance, identifying trends, and implementing improvements
Familiarity with customer support platforms, CRM systems, and knowledge base tools
Ability to balance strategic vision with hands-on operational oversight
Candidates must have a right to work in New Zealand

What we offer

Fully remote work
Subsidized healthcare plans, including orthodontic coverage, with HSA option that includes employer matching
Company-paid disability and life insurance, with the option to enhance coverage through voluntary plans
Robust Paid Time Off, including Flex PTO for salaried roles, paid parental leave, company holidays, and paid volunteer service time
Retirement savings with employer match, vesting every pay period
Flexible Spending Accounts for healthcare and dependent care
Optional supplemental coverages, such as accident, hospital, and critical illness insurance, identity theft and credit monitoring, and legal protection services
Meaningful recognition and tangible rewards that celebrate achievements, fuel motivation, and recognize both individual and team success

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