Customer Experience Director

Why SoftwareOne?

SoftwareOne is a leading global software and cloud solutions provider that is redefining how companies build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 8,900 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 90 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON.

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• Responsible for creating, managing and executing the customer experience strategy of the organization.
• To work collaboratively to create the perfect customer experience symphony
• In-charge of delivering a seamless customer experience across all stages and touchpoints in a customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency and company profitability.
• Outlining and achieving how customers perceive the company while driving higher customer satisfaction, customer retention, new business growth and profitable turnovers.
• To create a customer-centric culture in an organization that leads to great customer experience.
• To negotiate plans with Microsoft and other Microsoft Vendors to be able to execute a better customer experience environment
• Conduct regular business reviews with MS and internal stakeholders providing insight on: SoftwareONE Services capabilities and its utilizations and performance, opportunities for optimization, relevant developments in business, new features or capabilities released within the supported areas which could enable a goal within the customer business.
• Create reports for tracking of team’s performance and report to Upper Level Management

• To supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals by achieving customer retention through T-12 and T-36.
• To ensure company’s profitability on driving services throughout the customer journey
• Liasing and work with Country leads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints