Head of Customer Experience & Project Success - #1092943

Job Summary

The Head of Customer Experience & Project Success is responsible for ensuring seamless customer onboarding, successful project implementation, and long-term client satisfaction. This role focuses on managing customer relationships, ensuring project success, and driving strategic alignment between customer needs and business objectives. The ideal candidate will be a customer-centric leader with strong execution capabilities, project management expertise, and a proactive approach to driving success for clients.

Key Responsibilities

Customer Success & Onboarding:

• Oversee the end-to-end customer onboarding process, ensuring smooth transitions from sales to implementation.
• Develop and execute strategies to enhance customer engagement and satisfaction.
• Proactively identify and address potential challenges during onboarding and implementation.
• Ensure clients fully understand and adopt the company's solutions to maximize value.

Project Implementation & Success Management:

• Lead and coordinate project execution to ensure on-time, within-budget, and high-quality delivery.
• Work closely with internal teams (operations, sales, and support) to align project goals with customer needs.
• Develop success metrics and track project performance to ensure positive customer outcomes.
• Serve as a key escalation point for project-related concerns and drive timely resolutions.

Strategic Planning & Performance Optimization:

• Develop frameworks and best practices to enhance customer success and project delivery.
• Monitor key performance indicators (KPIs) such as onboarding success rate and customer satisfaction.
• Implement tools and processes that improve project visibility, communication, and efficiency.
• Drive a culture of continuous improvement and proactive customer engagement.

Job Requirements

• Bachelor’s/Master’s degree in Business, Project Management, Customer Success, or a related field.
• 15+ years of experience in customer success, project delivery, or related leadership roles.
• Some background in logistics, supply chain, or technology-driven service industries is preferred.
• Experience with customer success frameworks, project management methodologies (Agile, PMP), and CRM tools.
• Proven track record of driving customer satisfaction and successful project execution.
• Exceptional leadership, communication, and problem-solving skills.
• Strong customer orientation with a focus on building long-term relationships.
• Excellent project management and organizational skills.
• Ability to manage and influence stakeholders at all levels.
• Proactive problem-solving and decision-making abilities.
• High adaptability and ability to manage change in a dynamic environment.

Why Join Us?

• Opportunity to drive customer success in a leading supply chain solutions company.
• Collaborative and high-performance work culture.
• Competitive compensation and career growth opportunities.

If you are passionate about delivering exceptional customer experiences and driving project success, we invite you to apply and be part of our journey toward innovation and growth.