VP of Customer Experience (SaaS)

VP of Customer Experience

Join our mission to create "Customers for Life" with our innovative solutions.

Pharos is a leading provider of cloud-based solutions that help organizations optimize their print and document workflows, reduce costs, and enhance security. We are looking for a VP of Customer Experience who will be responsible for defining and orchestrating the entire post-sales customer journey, including Professional Services, Support, Training, and Account Management/ Customer Success.

As the VP of Customer Experience, you will be the architect of unparalleled customer experiences, emphasizing a commitment to providing an amazing customer experience, collaborating across teams to elevate and grow our customer relationships. You will also serve as a leader and mentor for high-performing teams that set and achieve exceptional standards in their respective functions.

Compensation: The VP of Customer Experience Role offers a competitive base pay range of $160,000 to $170,000 per year, along with a bonus potential of up to $30,000 and a comprehensive benefits package.

Location: Candidates must reside in the United States. Candidates in the Rochester New York, Las Vegas, orDenver area will be given preference. This position is remote but may behybrid depending on proximity to an office.

What You Will Do:

Set the strategic vision and goals for the customer experience functions and align them with the company's objectives.

Lead and optimize the Professional Services, Support, and Customer Success / Account Management teams to deliver high-quality outcomes and value for our customers, making them Customers for Life.

Drive customer retention and expansion by ensuring customer satisfaction with our product and services, adoption, and loyalty.

Develop and implement best practices, processes, tools, and KPIs that drive operational excellence within each of the customer experience functions.

Professional Services: Develop a well-managed professional services team that implements and customizes our solutions quickly, maximizing the value each customer achieves. Create new innovative service offerings and build training materials that meet the evolving needs of our customers and partners.

Support: Oversee and lead all levels of support teams (L1 - L3) to ensure seamless resolution of customer issues and concerns, driving satisfaction and loyalty across the customer base.

Account Management: Build the processes that drive ongoing customer engagement and delight and lead to customers that love us.

Identify and leverage customer feedback, insights, and data to drive continuous improvement and innovation.

Attract, develop, and retain top talent and foster a culture of customer-centricity, collaboration, and excellence.Qualifications:

10+ years of experience in leading customer-facing teams in the software industry.

Proven track record of delivering exceptional customer outcomes and driving revenue growth through customer retention and expansion.

Strong leadership, communication, and collaboration skills.

Ability to think strategically and creatively, and to execute tactically.

Experience with cloud-based solutions, print and document management, and/or SaaS business models.

Benefits:

Competitive salary and bonus plan

Comprehensive health, dental, and vision insurance

401(k) plan with employer match

Flexible work arrangements and remote work options

Paid time off and holidays

Professional development and career growth opportunities

A culture of innovation, collaboration, and excellence

Join Us!

Embrace a challenging and rewarding career at Pharos, where our award-winning print management software and services make print secure, cost-effective, and sustainable. Join a team that serves universities, government agencies, and corporate enterprises worldwide, optimizing their office printing environments.

As a leader in print management, Pharos makes printing more secure, cost-effective, and user-friendly while reducing its environmental impact for many of the world’s largest global brands. With a forward-thinking mindset, we are committed to providing better print management solutions for the cloud and for our clients with unique needs. As an innovator in print management for over 30 years, Pharos is proud of our history of thinking differently and moving the industry forward with many game-changing technologies.

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