Pax8 is the leading cloud-based technology marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world’s favorite place to buy cloud products. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative and humorously offbeat. We work hard, keep it fun, and expect the best.
We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.
No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.
Position Summary:
The Director of Customer Experience supports our cross-company efforts to drive lifetime value and differentiation in Pax8 by defining, enabling, and embedding our End Customer Experience. They are responsible for delivering Customer insights to ensure the entire organization has a deep understanding of customer needs, behaviors, and outcomes which direct how we engage and support Partners at all touchpoints across the business. In collaboration with regional leaders and corporate stakeholders, this leader makes certain that our Customer experience matches our brand promise.
The Director harnesses data and tools to define Customer personas and profiles, map Customer journeys, and develop differentiated value propositions. They collaborate with the Partner and Vendor Experience teams, via research and market benchmarking, and they define and nurture the Pax8 Customer Experience as they engage through Partners and with the Vendors in the Pax8 Ecosystem.
This role will be ultimately responsible for documenting the impact of organizational initiatives in a Recommendation Report based on the Customer experience. They will lead a team focused on understanding customers through data, interviews, analyst reports, and the Partner Advisory Council (PAC).
Essential Responsibilities:
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Develop data analysis to identify customer cohorts, segmentation, vendor, and partner alignment.
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Accountable for the execution and delivery of Customer Experience Recommendation Reports.
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Oversee the collection and management strategy of artifacts related to Customer Experience.
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Contribute to the development of the Vendor portfolio to meet specific customer demands for business solutions.
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Contribute to the development of the partner community to identify partner expertise and capabilities to meet customer outcome-based requirements.
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Develop and direct Voice of the Customer listening systems and engagement programs, across regions in conjunction with partner teams.
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Conduct research and benchmarking, including the development of surveys.
Ideal Skills, Experience, and Competencies:
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At least five (5) years of working within Pax8 across different departments is strongly preferred
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At least three (3) years of leadership experience
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At least one (1) year of leading global service or customer experience operations
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Proficiency with Microsoft Office, Salesforce, Wrike, and ServiceNow
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Demonstrated ability to operate effectively in a matrix environment
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A self-motivated, strategic thinker, highly commercial with a drive for execution excellence
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Demonstrated ability to work internationally, engaging across the US, EMEA, and APAC to align requirements and agree on execution programmes
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Flexible and comfortable working on multiple initiatives
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Ability to adjust to an evolving landscape with short notice is mandatory
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Experience in design thinking and customer journey mapping is integral to the role
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Ability to present complex material and create clear outcome-based recommendations is essential
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Creative thinker and problem solver—always looking beyond the available options when up against roadblocks
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Strong communication skills and ability to collaborate with internal and external teams
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Experience learning and navigating within a high-growth and fast-paced environment
Required Education & Certifications:
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B.S./B.A. degree in related field or equivalent work experience
Travel Requirements:
Intermittent international travel is expected
Compensation:
- Qualified candidates can expect a salary beginning at $130,000 or more depending on experience
#LI-Remote #LI-AG1 #BI-Remote #DICE-A
*Note: Compensation is benchmarked on local Denver Metro area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.
At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:
- Non-Commissioned Bonus Plans or Variable Commission
- 401(k) plan with employer match
- Medical, Dental & Vision Insurance
- Employee Assistance Program
- Employer Paid Short & Long Term Disability, Life and AD&D Insurance
- Flexible, Open Vacation
- Paid Sick Time Off
- Extended Leave for Life events
- RTD Eco Pass (For local Colorado Employees)
- Career Development Programs
- Stock Option Eligibility
- Employee-led Resource Groups
Pax8 is an EEOC Employer.
