Our employees are engaged and happy, and we have the data to prove it! We believe in giving our employees freedom, responsibility, and opportunities to grow. Together, we create a market-leading product that helps our customers become more engaged, happy, and perform better. The success of Eletive results in millions of people having a happier everyday life! If you want to work alongside fun, driven, and supportive colleagues while creating better workplaces around the world - Eletive is the place for you! By joining a fast-growing company you will get the opportunity to influence and impact the journey ahead.
We are now looking for a Head of Customer Experience with SaaS experience in customer relations, customer service, or customer support.
As part of our service team, you are expected to lead your team to help customers increase well-being and engagement with Eletive. The customer service department is growing rapidly, which requires process focus to scale as well as flexibility. In the role Head of Customer Experience, you will be a crucial part in keeping our customers happy and helping them get the most out of our service. Tasks include, but are not limited to:
- Running a global service department and report directly to the Chief Commercial Officer.
- Implement scalable operational processes with areas such as Customer Success, Customer Training, Expert Service, and 1st line customer support.
- Drive positive customer outcomes such as retention, churn reduction, expansion, and NPS.
- Continuously analyze performance and trends to drive customer excellence.
- Cultivate a highly collaborative, cross-functional environment where you work closely with sales, marketing, and the product team.
- Identify and maintain awareness of client feedback and needs.
- Understand the competitive landscape.
- Be responsible for the onboarding process of new employees within the service department.
- Master Eletive's technical platform.
- Manage your team to achieve customer excellence.
- Contribute with hands-on operational work when needed.
What are we looking for?
To grow and thrive in the role we believe that you:
- Have 5 years+ experience in building, managing, and maintaining client-facing teams, such as customer success, customer support and customer service.
- Have experience with SaaS business models and are familiar with ARR, churn, and customer lifetime value.
- Possess great communication skills, are service-minded, and are passionate about maintaining and developing meaningful customer relationships.
- Have extensive hands-on experience in enterprise applications and digital platforms.
- Possess strong organization, process, and analytical skills.
- Are solution-focused and ready to tackle the customer's problems.
- Are an enthusiastic leader with the ability to inspire others through an innovative, forward-thinking mindset.
- Write and speak fluent Swedish and English.
- You have a work permit and permanent residence in Sweden.
What do we offer?
We want you to love your work, your co-workers, and your workplace. We also want you to feel inspired, included, and have a lot of fun. Our aim is to be the best employer in the world!
At Eletive, you will work together with passionate, driven, and smart colleagues. We have a lot of fun together and there are many opportunities to socialize. You will also have the opportunity to have an impact on the work we do. Apart from that, we offer several company-wide benefits.
In addition to a great workplace and colleagues, you will end your day with a great feeling knowing that you are making a positive difference for people all over the world.
Do you want to become a part of our amazing team? We recruit continuously, so send in your application immediately. Apply by clicking the button below!