Customer Experience Leader

Who we are

 

VEERUM is a software company headquartered in Calgary and is built on honesty, creativity and curiosity. We strive to be a leader in innovation and provide epic solutions and service to our valued clients. Our clients are leaders in the infrastructure asset ownership industry.

 

Who we are looking for

VEERUM is looking for a spirited individual who wants to create change in one of the world’s largest industries. Our market leading asset visualization platform is transforming how asset owners design, build, and operate the world’s critical infrastructure.

 

As VEERUM’s Customer Experience Leader, you will be focused on leading our effort to deliver an epic customer experience. You will help accelerate leading companies digital transformation and empower their teams by providing VEERUM’s Asset Information and Visualization Platform, which delivers a subscription-based data rich 3D Digital Twin as a catalyst for remote collaboration, asset optimization and significant ROI on a global scale. We’re looking for someone who has a proven track record selling to and/or consulting with C-level executives at Fortune 1,000 companies, and can excel in a fast-paced growth environment. Our ideal client has critical industrial assets with multiple national or global locations.

 

If you want to be on the leading edge of important and valued conversations with your prospective clients, earn exciting rewards, and feel great about changing the world by making it a safer and more productive one then look no further.

Responsibilities

  • Design and drive the implementation of VEERUM’s Customer Experience strategy and program to enable the acquisition, conversion and retention of engaged and loyal customers, driving ROI and supporting the achievement of the commercial KPIs/targets.

  • Champion VEERUM’s Customer Experience process.

  • Map & develop holistic customer journeys addressing all customer touch points from the selling, acquisition, onboarding, training, adoption, optimization and renewal stages of engagement.

  • Collaborate with Sales, Marketing, Solutions, Product Development and other customer-facing functions to improve customer relationships, dedication, success and satisfaction with a key goal to foster loyalty through high-quality interactions at each step.

  • Develop listening points in the customer journey, define customer segment-specific varying strategies, and identify opportunities for continuous improvement.

  • Define criteria and KPIs to measure the Customer Experience to define the baseline. Visualize Customer Experience/Satisfaction related to these KPIs, identify root causes, suggest and monitor process improvements. Establish comprehensive Customer Experience metrics to allow the organization to understand the ‘Voice of the Customer’.

  • Identify, select and implement tools and established technologies and the respective process that enables to measure Customer Experience.

  • Identify, select and implement tools and established technologies to support an epic customer experience for user training, adoption and optimization. Develop process documentation, program metrics, powerful visuals (multi-media approach) and content for customer user training. May include the procurement of a learning management system tool

  • Train and support internal customer facing positions on delivering epic experiences regarding client training, user adoption and optimization.

  • Perform direct customer facing training on our product and solutions.

  • Serve as a change agent and aid in driving the overall organization towards becoming more customer centric. Establish a culture of excellence and identify opportunities for continuous improvement.

 

What we value

  • Be able to gather in-depth knowledge of the client’s business, organizational structure, and business processes to identify VEERUM solutions that will deliver high ROI for our clients.

  • Demonstrates strong business development, negotiation, and communication skills at the client C level specifically with those clients in the Oil and Gas, Energy, Construction, Mining or other industrial verticals.

 

Experience you’ll bring to the table

 

MUST HAVE EXPERIENCE

  • Bachelor Degree in area of Business, Computer Science, IT or Industry (Construction, Mining, Energy, Oil and Gas, Utilities) or related diploma coupled with the following experience: :

  • 3+ years of delivering industrial training to end users in the Construction, Mining, Energy, Oil and Gas, Utilities verticals (SaaS, Cloud applications and software training experience is preferred).

  • 2+ years of experience in developing and implementing training or customer experience programs for industrial clients.

  • A positive attitude, unwavering commitment to client success, the ability to learn, creativity, proactive communication with the team all in an effort to exceed customer expectations and deliver an epic customer experience.

 

NICE TO HAVE EXPERIENCE

  • 5+ years of industry experience in industrial construction or asset management in the Oil and Gas, Utility, Mining, Green Energy or other major industrial vertical.

 

Who you are

You approach all projects as a critical thinker, a team player, and you focus on the client solution. You are dedicated to being a curious person, committed to improving yourself and the team. You are able to develop new and unique ways to improve operations of the organization and to create new opportunities. We value employees who are able to effectively lead and work cooperatively to exceed client expectations.

 

KEY PERSONAL QUALITIES

  • People-oriented - enjoys interacting with people and working on group projects

  • Adaptable/flexible - enjoys doing work that requires frequent shifts in direction

  • Achievement-oriented - enjoys taking on challenges, even if they might fail

  • High stress tolerance - thrives in a high-pressure environment

 

What we’ll bring to the table

Our unique value proposition, customer experience and reference clients has put VEERUM on a growth path.

VEERUM works in the growing technology industry in Calgary, AB, Canada. We value sharp thinkers, self-motivators, strong communicators, positive energy, and honest judgment. We hire based on these characteristics and nurture an environment where innovation and individuality are not only appreciated but encouraged. We strive to give you the tools, training, and work environment to do your best every day.

 

VEERUM offers a work environment that’s both challenging and rewarding:

  • Flexible working hours

  • Great people who enjoy working together

  • Variety and diversification of role

  • Employee benefits package

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Sun Life Plaza #2710, 140 4 Ave SW Calgary, Alberta T2P 3N3