Customer Experience Manager – Remote – North America  

Our mission is to grow and strengthen the Customer Experience Team to ensure we have strong customer relationships that bring about business retention and growth!

We are hiring at DockMaster for a Customer Experience Manager to join our growing team, leading all post-sales functions, including User Operations (Support), Success, Services, Education, and Renewals.

We are looking for an experienced Customer Experience Manager to join our leadership team and champion the customer-centric culture at DockMaster. The ideal candidate will possess a deep understanding of SaaS products, a proven track record of designing and implementing customer experience strategies, and the ability to inspire and lead a cross-functional team. Reporting directly to the Director of Operations, the Customer Experience Manager will play a pivotal role in shaping the way our customers perceive and interact with our brand.

Here is a little window into our company: Founded in 1983, DockMaster has been a pioneer in the marine software industry for more than three decades. The company develops and markets world-renowned business management software for marinas, marine retailers, service centres and shipyards. DockMaster was acquired by Valsoft and now operates under Aspire Software, the operational arm of Valsoft Corp, which operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidate can be anywhere in North America, working remotely from home or from any of our offices!

What your day will look like:

• Strategy Development: Develop and execute a comprehensive customer experience strategy that aligns with the company's mission, vision, and goals. Collaborate with other department heads to ensure a holistic approach to customer engagement
• Customer Journey Mapping: Identify key touchpoints and interactions in the customer journey. Use data-driven insights to optimize each stage and enhance the overall customer experience
• Team Leadership: Build, mentor, and lead a high-performing team responsible for customer implementation, support, success, and engagement. Foster a collaborative and customer-focused environment that encourages continuous learning and growth
• Cross-Functional Collaboration: Work closely with Product, Sales, Marketing, and Operations teams to gather customer feedback, understand pain points, and drive improvements across the organization
• Voice of the Customer: Serve as the voice of the customer within the company. Collect, analyze, and share customer insights to help influence product development, feature enhancements, and strategic decisions
• Renewal and Expansion: Develop strategies to increase customer retention rates and identify opportunities for upselling and cross-selling. Collaborate with the sales team to drive expansion within existing accounts
• Education and Community: Create and nurture a customer education and community program, providing resources and spaces for customers to learn from each other, share best practices, and deepen their engagement with our products
• Performance Metrics: Define and track key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty. Utilize data to measure the effectiveness of customer experience initiatives and iterate on strategies accordingly
• Continuous Improvement: Implement a culture of continuous improvement by identifying opportunities for process optimization, training enhancements, and technology utilization to deliver exceptional customer experiences
• Crisis Management: Develop and implement strategies for managing customer escalations and critical incidents, ensuring timely resolution and maintaining customer trust
• Customer-Centric Innovation: Drive innovation in customer experience by staying abreast of industry trends, emerging technologies, and best practices. Recommend and implement new tools and processes that elevate the customer journey

About You:

• Previous proven experience working in a customer experience, client engagement, customer success function, or similar within a software company is essential
• Previous customer experience management, customer success management or client engagement management experience within a software company essential
• Previous experience working in a marina, marine, shipping or the automotive software sector is highly desirable
• Proficient in our software offering and must have a general understanding of software development and support in MS Suite, Salesforce, Jira
• Ability to clearly communicate with others and set the right expectations with the team
• Confident in leading meetings and skilled presenter
• Ability to manage multiple workstreams across multiple projects
• 3 years plus of cross-functional project management experience in the software sector highly desirable
• Bring a proven entrepreneurial spirit and pace-setter traits
• Excellent Leadership, communication, organizational skills and writing skills
• At least a professional level of English, both written and verbal, is essential
• A "roll up the sleeves" attitude towards problem-solving
• Comfortable working independently as well as in a team
• Ability and willingness to create change, passion for continuous improvement
• Must be legally authorized to work in the US

For information about DockMaster, please visit our website at www.dockmaster.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.