Job Description Summary

As the Global Head of Client Experience & Success, you will lead the enterprise-wide strategy for managing, resolving, and preventing high-priority customer escalations. This executive role will be responsible for establishing and refining escalation processes, ensuring customer satisfaction, and driving service improvements in collaboration with senior leadership across Services, Engineering, Product, and Support. The Global Head of Client Experience & Success will advocate for the customer at the executive level, aligning escalation practices with the company's goals for long-term customer loyalty and retention. Your role is pivotal in maintaining the company's reputation for excellent customer service and supporting continuous improvement by identifying and addressing systemic issues.

• Develop and lead the company's escalation management strategy, creating scalable processes and standard work that enhance response time, resolution quality, and customer experience.
• Act as the primary point of contact in the management of high-stakes escalations from initiation to resolution, ensuring swift communication and transparent reporting to customers and executive leadership.
• Coordinate and lead across cross-functional teams to ensure prompt resolution of customer issues.
• Facilitate alignment between escalation insights and product roadmaps, championing improvements in product reliability and performance based on recurring customer pain points.
• Develop and maintain escalation management procedures and documentation
• Establish KPIs for escalations, aligned with broader organizational goals around customer success, product quality, and operational resilience.
• Report on trends, root causes, and impact of escalations at the executive level.
• Leverage data from escalations to identify systemic issues and work with functional leaders to drive proactive service enhancements, preventing future escalations.
• Prepare and deliver executive level reports on escalation activities, outcomes, and trends to senior management (internal and external).
• Lead continuous improvement efforts within escalation management, developing metrics and tools to assess the effectiveness of the escalation process.
• Champion automation and process enhancements that enable proactive incident management, reduce escalation frequency, and improve team efficiency.
• Regularly present escalation trends and insights to the senior leadership team, identifying key risk areas and proposing long-term strategic improvements.

• Average time to resolution for escalated issues.
• Customer satisfaction scores post-escalation.
• Reduction in frequency of repeat escalations.
• Quality and completeness of escalation documentation.
• Feedback from internal teams on escalation process efficiency.
• Percentage of escalation cases with clear root cause resolution.

• 10+ years of experience in customer success, escalation management, incident management, or customer advocacy in a complex, high-growth technology or enterprise software environment.
• Proven track record of developing escalation processes at scale. Demonstrated experience collaborating with C-suite and senior executives on customer experience initiatives.
• Strong background in continuous improvement methodologies (e.g., Lean, Six Sigma) and change management.
• Exceptional communication skills, capable of providing clear updates and recommendations to executive stakeholders.
• Bachelor's degree in Business, Engineering, or a related field