Head of Customer Experience

Do you want to join a collaborative and award winning business which is transforming governance through cutting-edge technology?

Kube is Kuberno’s unique entity governance platform It provides a definitive source of entity data and automates entity governance across businesses. (An limited company is just one type of “entity” just in case you were wondering! But don’t worry if you didn’t know that – we love sharing our knowledge and experience of governance and can get you up to speed in no time!).

As an established disruptor to the market our customer base is growing, and we are looking for a Head of Customer ExperienceSuccess to join the team at a very exciting stage in our journey.

Kube has been built around Kuberno’s customersOur Customer ExperienceSuccess team collaborat
es customers and internal stakeholders from the beginning of their Kube journey, to create a framework that covers the breadth of the company and delights our customers at every touchpoint. ensure that we understand and align with their strategic aims, as well as managing their day-to-day needs. Each team member has a has a deep knowledge of Kube and adopts a design-thinking approach employing empathy and creative problem-solving.
We want to delight our customers, it’s that simple. Kube has been built around Kuberno’s customers.

We want our approach to customer experience to continue to stand out against our peers and be recognised as market leading, and be being one of our USPs the things that sets us apart.
We have made a great start and we are now looking for someone to take on the baton, build a Customer Experience Framework, including customer journey maps, and to develop a dedicated Customer Experience team, to ensure that our customer’s voice is heard across every touchpoint with our business.

Looking for someone to help us build on these foundations and provide strategic leadership as we scale the team alongside the business. We don’t have a check list of skills or experience for this role. We are looking for teamwork, aptitude, and attitude, and you will be expected to hit the ground running in a fast-paced environment. Being a self-starter, highly motivated and wanting to be part of the team culture is key.

We are looking for a person who:

•  Has a deep understanding of the role Customer Experience plays in a B2B SaaS business and can hit the ground running as we scale our business post our Series A financing.
• Enjoys creative problem solving, and is empathetic, seeking to not only understand the customer’s perspective but likes to get a deeper understanding of matters to develop great, sustainable solutions across the wider business with an understanding of design thinking methodology, to ensure that the business continues to meet and exceed our customers’ (and potential customer) expectations
•  Has experience and is comfortable in managing relationships through all levels in organisations up to C-level Is great at building effective relationships across the business, irrespective of role or function.
• Wants to learn all about what we do so well and Building on the existing approach why that is loved by customers, so that it can be built upon, and can scale up an the team to add value through build an the delivery of even more impactful customer success experiences which, from the first point of contact inception to renewal, will continues to delight our customers and dovetails seamlessly with other teams such as Development, Sales and Customer Onboarding and Product Management will relish working alongside the Sales, Onboarding, Success and Product teams to deliver insights that give the business an even deeper understanding of our customers challenges, enabling Kuberno to continue to innovate in the field of governance technology
• As well as being a great team leader manager, as our people are incredibly important to our success, enjoys reviewing conducts on-going Customer Experience frameworks reviews to of customer success activities, proactively identifying what can be improved, from process changes to and training needs, and managing these as part of a a continuous improvement process that incorporates collaboration with internal teams as well as customer feedback
• Can build out process flow maps illustrating the development of effective and impactful customer journeys, and is experienced in managing multiple work streams and projects
• Can support Is capable of leading large or strategic customer relationships, partnership engagement and developing networks as a Kube ambassador
• Has experience in and a passion for building and developing highly motivated and performing teams, with a coaching mindset, proactively seeking feedback from customers and colleagues
• Thrives in a dynamic and collaborative environment and is comfortable with ambiguity. We are a fast moving scaling up business – this brings huge opportunities to progress, but limited handholding!
• Has a professional and informative communication style – you can clearly articulate problems and solutions and are comfortable engaging with the C-level of the company
• Are energetic, tenacious and enthusiastic with strong self-organisation and accountability
• Have a burning curiosity and passion for learning. We don’t plan on standing still and neither should you!

So what would you be doing in the role?

• Developing a deep knowledge of Kube and its core value proposition, understanding our customers, the industry trends and technology that will sustain our USPs and maintain a competitive advantage
• Keep Kuberno at the forefront of governance technology
• Building and implementing an effective Customer Experience
• Framework, including customer journey mapping, customer experience feedback mechanisms, and providing actionable insights from data captured
• Hands on approach to scaling, developing and managing leading the Customer Experience Success team including performance management through regular 1:1 meetings, coaching, and driving the team to succeed
• Providing leadership to the Customer Experience Success team, and working closely with them and other teams, developing, implementing and owning and owning the end-to-end effective strategic plans and objectives for the delivery of the customer experience success journey, including multiple engagement channels, challenging your team not to accept ordinary but to look to excel, collaborating with customers and other teams as necessary to develop liver a great experience for the customer which is supporting the achievement of wider company aims and OKRs
• Develop a data-led culture which through data-insights: a) enables the iIdentification of ying appropriate metrics through which the impacts effectiveness of our customer experiences success delivery can be measured, b) drives actionable insights from this data and c) supports insightful strategic decision making and and through regular team meetings and customer feedback, tracking customer satisfaction, and the impact of the team reporting performance against targets including to C-level as required
• Developing As part of a continuous improvement plan, that reviews and iterates our customer experiences and frameworks success journey to become more and more impactful , tracking against the market always with the aim of being a market leader and aligned with leading industry practice that we are always at the cutting edge of customer experience in our market.
• Managing communications and engagement with external and internal stakeholders, including professional partners, customers and internal teams, to understand what the customer wants and needs are, and where the pain points exist in particular with our Development team to highlight software issues, or areas of development and opportunity, aligned to customers feedback and needs. Proactively identifying and managing risks, ensuring appropriate mitigations are in place and ensuring that we follow appropriate risk management processes and techniques
• Working in collaboration with our Sales, Product ManagementTeam, Customer Experience Success and Onboarding teams, to ensure the establish and maintain an effective customer feedback process is effective in to capturing insights that will enable us to into developing our products and our our customer experience processes and products

“Nice to haves”

We work with Company Secretaries and other governance professionals from organisations of all shapes and sizes who want to deliver future fit governance. An interest in governance and how technology can help transform the role of the Company Secretary would be a head start in building empathy for our customers, but is not a pre-requisite. Demonstrable interest in and knowledge of Design Thinking and Agile methodologies would be very helpful in this role. Given the nature of this role, previous experience of leading Customer Experience Success teams in a SaaS environment would be helpful, but this is not a pre-requisite.

Location

The role will primarily be home-based, but you should be willing and able to travel to London for a day on a monthly basis for team meetings. You may also be required to travel to customer sites for face-to-face feedback and Insighting sessions.meetings. These would typically be ad-hoc and set up at the request of the customer.

Still holding back?

Confidence can sometimes hold us back from applying for a job. But we will let you into a secret: There’s no such thing as a “perfect” candidate! Kuberno is a place where everyone can grow. So however you identify and whatever your background, please apply if this is a role that would make you excited to be at work every day.