CX Director, Enterprise Transformation

Summary

Atom is seeking a highly seasoned CX Director to lead our dynamic and rapidly growing Customer Experience practice. As a Director of Customer Experience (CX), you will be an entrusted asset playing a key role in the success of Atom by leading the development and execution of strategies to enhance the customer experience journey within our Cloud Transformation services.

The role focuses heavily on collaborating internally, helping to build Atom's Technology Cloud practices with hiring the best team, developing accelerators, and continuous development of Atom’s Cloud Center of Excellence. This role will provide you with the excellent opportunity to work with our customer's industry experts in designing, implementing, testing, and deploying critical configurations, solutions, and business processes.

As the CX Director, you will have the opportunity to deliver innovative and cutting-edge solutions to some of the biggest names and leading companies in the world. You are a perfect fit for this role if you are passionate about your work and thrive in a fast-paced environment that will test your flexibility, leadership skills, marketing & sales capabilities, and strategic thinking.

Life at Atom

Transform the world doing what you love. Join one of the fastest growing technology service companies in cloud and digital transformation with a heavily vested Oracle cloud practice. Become part of a team that recognizes you as its greatest asset.

Atom fosters a culture of community that is purpose-driven and established on the grounds of supportive development of our employees. Grow and thrive with a team of game-changers committed to reforming the future of technology.

Job Duties and Responsibilities

• Develop and execute comprehensive CX strategies aligned with our customer’s business objectives and expectations.
• Design, plan, and lead the implementation of CX solutions using Salesforce and Oracle Cloud.
• Define key metrics to measure customer satisfaction, loyalty, and advocacy.
• Continuously monitor industry trends and best practices to enhance the customer experience.
• Gather and analyze customer feedback through various channels, including surveys, interviews, and analytics tools.
• Work closely with cross-functional teams to prioritize and address customer needs.
• Identify customer pain points and areas for improvement in the cloud service offering.
• Streamline processes and procedures to improve efficiency and effectiveness in delivering exceptional customer experiences.
• Collaborate with internal stakeholders to ensure seamless integration of CX initiatives across all touchpoints.
• Foster strong relationships with Sales, Marketing, Operations, and Support teams to align CX initiatives with overall business objectives.
• Collaborate with sales teams to develop customer-centric strategies for acquisition and retention.
• Build, lead, and mentor a team of CX professionals to ensure alignment with company goals and objectives.
• Establish KPIs and performance metrics to measure the effectiveness of CX initiatives.
• Regularly report on progress to senior management and stakeholders, highlighting successes, challenges, and opportunities for improvement.
• Collaborate with stakeholders to gather requirements and customize solutions to meet specific business needs.
• Build and maintain significant customer relationships.

Required Skills and Experience

• 8 years of experience in CX management within Salesforce and/or Oracle Cloud.
• Experience implementing cloud applications for large-scale enterprise transformation projects.
• Excellent analytical and problem-solving skills.
• Excellent written and verbal communication,
• Ability to work effectively with stakeholders at all levels of the organization.
• Strong project management and organizational skills.
• Ability to work independently, under tight deadlines.

Benefits: Our employees are the foundation of our purpose and mission and so we incentivize our benefits with just that in mind. Atom offers competitive benefits including a generous annual education credit towards qualified courses, premium health insurance plans and more.