Enterprise Architect, Customer Experience and Success
National Board of Medical Examiners - Philadelphia, PA

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DESCRIPTION

The Enterprise Architect, Customer Experience shapes how our external customers interact with NBME. This position will focus on identifying and delivering of process, software, and service improvements that have a notable impact on customer satisfaction and time to success.

DUTIES

Design a high-caliber external customer experience with the company's products, platforms, and support teams.Work closely with the customers to continually understand the voice of customer and their pain points.Partner with all company departments to engage both potential customers and existing customers to ensure that every touch point, including phone, email, website, social media and face to face deliver a superior customer experience.Research industry best practices. Use business analytics and intelligence to build a set of key performance indicators (KPIs) to measure and report on the current customer experience and identify opportunities for improvement.Develop an action plan to address critical customer needs and oversee the technical implementation of identified solutions.Present strategy, key insights, financial and non-financial achievements, quarterly progress updates, etc. to senior leadership teams in a compelling manner.Head up the new initiative, called customer success, and deliver an S3 plan as to how the company should deliver a superior customer experience and evolve the customer success deliverables as the business grows.Responsibility for a knowledge base and documenting company business processes that align to a high-caliber customer experience.This role is a highly-visible position at the company; as such, team-building skills and being able to interface with senior management both inside and outside of the company are critical.

QUALIFICATIONS

Passionately focused on customer success and how to deliver a world-class customer experienceProgressive business experience in customer facing roles, either internal or externalProven experience in improving customer interactionsAt least 10 years' experience overseeing software project deliveryDemonstrated success in cross functional influence and driving change in a matrix environmentExcellent organizational, statistical, strategic thinking, problem-solving, analytical, written and oral presentation skillsLanguage proficiency in English is required requirement, proficiency in Spanish as a plusAttention to detail a mustBachelor's degree required; advanced degree is a plus Design a high-caliber external customer experience with the company's products, platforms, and support teams.Work closely with the customers to continually understand the voice of customer and their pain points.Partner with all company departments to engage both potential customers and existing customers to ensure that every touch point, including phone, email, website, social media and face to face deliver a superior customer experience.Research industry best practices. Use business analytics and intelligence to build a set of key performance indicators (KPIs) to measure and report on the current customer experience and identify opportunities for improvement.Develop an action plan to address critical customer needs and oversee the technical implementation of identified solutions.Present strategy, key insights, financial and non-financial achievements, quarterly progress updates, etc. to senior leadership teams in a compelling manner.Head up the new initiative, called customer success, and deliver an S3 plan as to how the company should deliver a superior customer experience and evolve the customer success deliverables as the business grows.Responsibility for a knowledge base and documenting company business processes that align to a high-caliber customer experience.This role is a highly-visible position at the company; as such, team-building skills and being able to interface with senior management both inside and outside of the company are critical.

National Board of Medical Examiners - 14 months ago - save job - block
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