WE ARE
- Problem-solvers that care deeply about using technology and data to create results.
- Champions of simplifying processes and critically analyzing data. Most importantly, we are curious listeners who help our partners interpret and translate complex business problems into easy to understand solutions.
- WMT Digital fights for, protects, and elevates ideas for our partners who believe in the power of inventive thinking. We create technological solutions that empower our partners to engage with their constituents in creative and distinctive ways. We are as devoted to our partners' brands as they are, and try our best to know what our partners need before they do.
YOU AREA dynamic, strategic, and customer-focused leader who excels at building strong relationships and driving exceptional, best-in-class customer experiences. You have a deep understanding of customer experience strategies and know how to scale teams, tools, and processes that deliver outstanding service, measurable business outcomes, and create customer advocacy. You are a problem solver and a proactive partner, ensuring that clients maximize the value of WMT Digital’s solutions. You thrive in a fast-paced environment, balancing big-picture strategy with hands-on execution and diving in to support team members and clients alike.
Above all, you are a strong communicator, an advocate for your team, and a champion for both customers and company goals.YOUR IMPACT AND AREAS OF FOCUS:
- Define and lead WMT Digital’s customer experience strategy, ensuring exceptional partner satisfaction, retention, and growth.
- Build and mentor a high-performing customer experience team that delivers proactive, results-driven support and strategic consultation to partners.
- Develop and implement scalable processes to enhance partner engagement, and ongoing support.
- Serve as a key voice of the customer (VoC) within WMT Digital, translating customer insights to executive leadership and the company at large and collaborating cross-functionally with product, engineering, and sales teams to drive innovation and improve offerings.
- Establish KPIs and metrics to measure partner success, adoption, and retention, continuously optimizing for impact. Report on key Customer Success metrics including Gross and Net Revenue Retention, Churn, CSAT and NPS.
- Set, measure and achieve departmental OKRs which rally team members toward common goals and drive positive business outcomes for the company.
- Cultivate and strengthen relationships with key client decision-makers, ensuring a deep understanding of their needs and objectives.
- Develop and maintain a customer feedback loop, ensuring insights inform company strategy, and product roadmaps and account management techniques.
- Serve as the senior escalation point for complex customer issues, ensuring swift resolution and alignment with client expectations while supporting the team in delivering exceptional service.
- Foster a strong culture of doers, problem solvers and innovators within WMT’s customer experience team, identifying opportunities for team members to grow in their careers.
WE'D LOVE TO HEAR FROM YOU IF YOU HAVE…
- A strong work ethic and an entrepreneurial spirit.
- Bachelor’s Degree in Business, Marketing, or a related field (or equivalent experience).
- 10+ years of experience in customer success, account management, or related fields, with 5+ years in leadership roles.
- Proven experience managing and scaling customer success teams in a SaaS, technology, or digital services environment.
- Strong strategic thinking and operational execution skills, with a focus on data-driven decision-making.
- Experience collaborating cross-functionally to drive product improvements and enhance customer experience.
- Passion for sports, technology, and digital engagement.
- Ability to navigate complex relationships and advocate for both customer and company interests.
- Exceptional communication, negotiation, and relationship-building skills.
HOW WE ADD TO OUR TEAM...Building an inclusive, innovative, and collaborative work environment where a diverse mix of talented individuals want to come, and to stay, to contribute their best work is central to our organization’s mission. We are proud to offer our team flexible paid time off, parental leave, remote employment, retirement contributions (401k), bonuses based on performance, and paid professional development opportunities. WMT Digital does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, or any other basis prohibited by law.
