Director of Digital Experience

Job Description

Who We Are

Having surpassed $150M ARR and continuing to grow rapidly, AuditBoard is the leading audit, risk, and compliance platform on the market. More than 40% of the Fortune 500, including 6 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: AuditBoard is top-rated on G2.com and Gartner Peer Insights.


At AuditBoard we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, and compliance platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the fourth year in a row as ranked by Deloitte! 

Why This Role is Exciting

We are looking for a customer success professional who’s excited to help us build and optimize our scaled customer experience programs. You will be a core part of the Customer Success leadership team, working cross functionally with teams all over the AuditBoard organization. You will be responsible for creating a strategy to achieve business goals and customer outcomes. You will do this by identifying opportunity, creating a plan with clear goals, objectives, and executing in a customer-obsessed and scalable manner.

Key Responsibilities 

Digital Customer Experience Strategy

  • Enhance a comprehensive digital customer success strategy tailored to AuditBoard's specific goals and objectives, incorporating industry best practices and lessons learned from the program's evolution.
  • Bring together two teams: Digital Customer Success and AuditBoard Community to implement a digital experience that seamlessly guides customers through their post-sales journey, makes finding all the resources they need to be successful in one place easy, and encourages self-service from onboarding through support.
  • Partner with the Customer Experience team to identify key touchpoints and interactions across the customer lifecycle, optimizing them for maximum customer satisfaction, retention, and success in utilizing AuditBoard's solutions.
  • Guide the team in developing  and implementing personalized, automated customer engagement strategies using digital channels.

Customer Engagement via Community

  • Shape the future of AuditBoard Community as we embark on a new path to drive self-service enablement for our customers through a reimagined digital experience journey.
  • Leverage existing world-class technology platforms and evolve current programs to drive value for customers while exploring new opportunities to scale efforts efficiently and effectively.
  • Capitalize on opportunities to expand audiences, heightening awareness of AuditBoard products and brand through improved SEO, navigation, and integration with additional AuditBoard CX properties for maximum impact.
  • Enable the AuditBoard organization cross-functionally to engage with customers, derive insights and connect with end users by equipping teams with training, best practices and access to Community Managers.

Team Leadership

  • Lead a high-performing digital customer experience team at AuditBoard, cultivating a culture of customer-centricity and continuous improvement.
  • Set clear performance expectations, provide coaching and development opportunities, and monitor team progress towards established goals.
  • Collaborate with other departments, such as product, sales, and marketing to ensure the integration of digital customer experience initiatives aligns with AuditBoard's overall strategy.

Data Analysis 

    • Establish KPIs and metrics for measuring the effectiveness of digital customer experience efforts, providing regular reports to senior leadership.
    • Leverage customer feedback to drive improvements and inform decision-making.

Attributes for a Successful Candidate

  • Experience maintaining high performing teams across multiple disciplines, such as community and digital programs.
  • Experience leading teams responsible for creating self-service content in a SaaS environment. 
  • Ability to inspire and motivate the team during challenging times, while driving clarity around goals and helping develop ways for the team to consistently deliver value to our customers. 
  • 10+ years of work experience with 4+ years experience leading high-performing Customer Success teams, with a relevant experience creating end to end digital experiences
Perks*
 
  • Launch a career at one of the fastest-growing SaaS companies in North America!
  • Live your best life (LYBL)! $200/mo for anything that enhances your life
  • Remote and hybrid work options, plus lunch in the office
  • Comprehensive employee health coverage (all locations)
  • 401K with match (US) or pension with match (UK)
  • Competitive compensation & bonus program
  • Flexible Vacation (US exempt & CA) or 25 days (UK)
  • Time off for your birthday & volunteering
  • Unlimited access to LinkedIn Learning
  • Employee resource groups
  • Stock options
  • Opportunities for team and company-wide get togethers!

 

*perks may vary based on eligibility

 

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