Senior Director of Customer Experience

Job Summary

A company is looking for a Sr. Director, Customer Experience to lead project remediation efforts and ensure client satisfaction.

Key Responsibilities:

• Serve as the escalation point for internal teams and client leadership during high project stress
• Own the health and risk profile of complex customer accounts, focusing on Tier 1 Red Accounts
• Lead project remediation efforts, develop actionable plans, and engage with client executive sponsors

Required Qualifications:

• 12+ years of experience in leading complex Salesforce implementation projects
• 8+ years of hands-on experience in project rescue or remediation for large-scale technology projects
• Deep expertise in Salesforce cloud products and the implementation lifecycle
• Track record of managing a portfolio of projects and reducing "Red Accounts.
• Must have full-time permanent US work authorization