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Principal Customer Experience Architect - Remote

Posted 3 weeks ago
All others
Full Time
USA
$120000 - $130000/year

Overview

The Principal Customer Experience Architect will drive high-impact initiatives that improve customer health, retention, and expansion, acting as a strategic thought partner to customer success and cross-functional leaders.

In Short

  • Develop and execute the Customer Success strategic roadmap.
  • Analyze customer trends and lifecycle metrics.
  • Define and maintain dashboards and KPIs.
  • Lead cross-functional initiatives and drive stakeholder alignment.
  • Support rollout of customer success initiatives.
  • Collaborate with Sales, Product, Support, and Marketing teams.
  • Utilize tools like Gainsight, Salesforce, and Tableau.
  • Communicate effectively with executive audiences.
  • Manage key initiatives and OKRs across teams.
  • Ensure customer experience is elevated through strategic insights.

Requirements

  • 7+ years in Customer Success Strategy or Program Management.
  • Familiarity with CS models and revenue retention frameworks.
  • Strong analytical skills and experience with BI tools.
  • Experience with CRM tools like Salesforce.
  • Proven ability to drive stakeholder alignment.
  • Excellent communication skills for executive audiences.

Benefits

  • Competitive salaries and comprehensive benefits.
  • Company equity based on role and level.
  • Flexible hours and generous time off.
  • Paid holidays and sick time.
  • 401(k) Retirement Plan options.
  • Health Savings Account and Employee Assistance Program.
  • Paid parental and adoption leave.
  • Modern collaborative office locations.
  • Gym, cell phone, and internet reimbursement.
  • Access to well-being apps and additional perks.

Egnyte

Egnyte

Egnyte is a leading secure multi-cloud platform that specializes in content security and governance, empowering organizations to protect and collaborate on their most valuable data. Founded in 2008, Egnyte has successfully served over 22,000 customers globally, enhancing data security, ensuring compliance, and mitigating ransomware threats while boosting productivity across various applications and cloud environments. The company fosters a culture of respect and collaboration, encouraging its employees to challenge the status quo and contribute meaningfully to the success of their clients.

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