Nautical is building multi-vendor ecommerce technology that will power the future economy. We are looking for wave makers interested in having a lasting impact at a funded startup. We are committed to our work and are charging diligently towards our mission to democratize access to marketplace tech.

 
We are looking for a Director of Customer Experience to join our team in our Toronto office.

 
In this role, you will lead and manage the entire Implementation and customer support team and ensure that the team is fully enabled and leverages all product capabilities on customer deployments and is able to drive customer satisfaction in the post-implementation phase. The Director of Customer Experience will also ensure timely and high-quality deployments of our technology that meet customer requirements, accelerate time to first value and drive measurable business impact, and measure outcomes using NPS, CSat etc...
We work in a hybrid work environment, and we value in-person collaboration and meet in-office three days a week.

Responsibilities

• Work with Project Managers and Implementation Engineers and customers to build and deliver overall project plans
• Communicate with stakeholders in our largest customers, handle escalations and navigate challenging situations with positive and balanced results
• Work collaboratively with and influence other departments, especially Product and Sales, to promote customer satisfaction and achieve business unit and company goals
• Manage, forecast and monitor resource capacity and utilization, staffing appropriately all customer engagements
• Continuously improve and enhance the implementation methodology to drive efficiency and consistency
• Recruit and develop a high-performing Implementations team, developing career paths for team members that allow for growth and development within the Implementations team

About You

• Proven leadership with 10+ years of experience managing implementations or professional services teams in enterprise SaaS companies
• Significant experience in driving successful software deployments at enterprise customers across different industries
• Experience with complex customer implementations/migrations that involve ETL, Integrations, and public-facing websites
• Experience in recruiting, motivating, and retaining top talent
• Excellent communication skills, collaborative (team-focused) mindset, high levels of EQ and IQ
• Experience using (and ideally implementing) tools such as Ticket Systems (Jira/Zendesk), Project Management Systems (Baton/Click-Up/MS Projects etc…), CRMs (HubSpot/Salesforce), to improve collaboration and transparency
• An entrepreneurial approach, self-aware, and an inspiring character with great energy
• PMP designation preferred but not required

Beyond The Skills

• You are committed to people. At Nautical, we are radically human. We make everything about people: our technology, decisions, interactions, and product are rooted in the power of being human first.
• You are a lifetime learner. We proceed by leaning into our team, knowing we don't know everything. We listen, make data-driven decisions, and communicate openly.
• You are customer-centric. We are customer focused because acting in the interest of our customers is always the right choice.
• You are solution-oriented. We leave our egos at the door and focus on solving problems. We are okay with being wrong to make sure the product is right.
• You are passionately different. We believe in the strength of diversity, embracing different perspectives and cultures to improve our community and our decision quality.

Why Nautical

• Competitive salary and equity at a fast-growing company at the Series A stage
• Comprehensive health, dental, and vision plans- from day 1
• A hybrid work environment with an office located in Downtown Toronto near Union Station
• Home office equipment budget
• 20 days PTO