Head of Customer & Partner Experience

Santiago, Chile

HEAD OF CUSTOMER AND PARTNER EXPERIENCE 

 

ABOUT THE TEAM

The Head of Customer and Partner Experience is responsible for developing clients and channels business and operation strategies, either directly through the Customer Experience team or, through the Partners network as service and commercial channels.
 
The Customer Experience team is the primary interface between VTEX and the customer. It uses every real-time communication to guide the client, as each interaction is an opportunity to share digital commerce expertise. The team’s knowledge has to be one step ahead of the user’s.
 
The Partner team is focused on developing, growing our ecosystem and discovering the different kinds of businesses involved in our clients’ digital commerce needs. The team creates, plans, and implements transformative digital projects using VTEX’ solutions and products, always thinking about how to help our ecosystem grow and gain a competitive advantage for our customer base.

 

ABOUT THE ROLE

  • Create, iterate, improve and scale the VTEX Customer Experience Strategy, leading the post-sales lifecycle, from a growth mindset which lays in the client’s success, upsellings, retention and loyalty. You will use your evaluation of the clients needs and requests, of our platform technical evolution, as well as the ecommerce industry trends, aiming to place VTEX as the Enterprise Digital Commerce Platform Worldwide;
  • Scale the VTEX Channels Strategy, onboard new Partners and Independent Software Vendors, works closely with them to accelerate their commercial go-to-market strategies. The objective is to bring new strategic partners into our ecosystem while helping our existing partners achieve their highest potential.
  • Lead a team of high potential and high performers directly and indirectly aiming to achieve very ambitious business goals. We expect from our leadership an extraordinary commitment to improve the productivity, performance and well-being of their team. Therefore, you should be able to manage a healthy, bold and collaborative working environment;
  • Be the reference of the Digital Commerce and Transformation trends: you master the foundations of the field, while you aim to keep one step ahead of the market in what concerns insights, strategies, technologies and tendencies. As a VTEXer, you are the reliable source of truth for the customers regarding the ecommerce best practices.
  • Build solid and strong relationships with the senior leadership from our Experience, positioning yourself as the Success partner they need to derive the most of our solutions and reach their key results.

 

WHO YOU ARE

  • You have been working in the digital commerce and/or digital transformation industries for over 8 years, mainly in a client-facing role;
  • You have solid experience in various areas of digital commerce. Experienced in solving business problems and quickly picking up new tools or skills;
  • Business savvy: to get close to customers, this Leader needs to understand them, specially in what concerns the mechanics of their businesses;
  • High commercial skills, ability to develop deals with client and partners;
  • Technical knowledge: you enjoy working hands-on over digital commerce platforms, you are experienced developing architecture blueprints, used to interact with APIs and able to perform live demonstrations. These are tools to get closer and gain confidence of Tech Stakeholders.
  • You have strong analytical skills, being able to unlock value from data in order to identify opportunities. Knowledge of analytics tools, such as Google Analytics, are valuable for this matter;
  • Demonstrated technical knowledge of platforms and integration models;
  • Strong communication skills, both written and verbally;
  • Master the needs, opportunities, and trends of the industry, in order to see beyond the customers’ primary challenges, and lead the way of finding the best solutions;
  • Able to work with multiple cross functional groups and manage teams with a high seniority level;
  • You have a tech & math mindset, providing simple solutions to complex problems;
  • Advanced English and Spanish;

 


 

ABOUT VTEX

VTEX (NYSE: VTEX) is the enterprise digital commerce platform where global brands and retailers run their world of commerce. VTEX is trusted by more than 2,400 customers, such as AbInbev, Carrefour, Colgate, Motorola and Whirlpool, with over 3,200 active online stores across 38 countries*.
 
Founded in the year 2000, VTEX has a history of being unstoppable. Completely against the odds, VTEX is leading a high-tech industry and positioned above market giants. We are building an extraordinary future with more than 1,700 employees scattered across 18 locations in 12 countries in Latin America, North America, Europe, and Asia.
 
At VTEX, you will work in a challenge-driven environment and collaborate with amazing peers. If you are powerful individually, join us, and we will be unstoppable together.
*as of FY ended on December 31st, 2021

 

BENEFITS

  • Hybrid work and flexible schedule.
  • Complementary health, dental and life insurances.
  • Extra period for maternity and paternity leaves. Child care assistance (Sala Cuna) to parents with children up to 24 months.
  • Reimbursement of 65% for language learning courses (English, Spanish and Portuguese).
  • Annual bonus of up to 2 monthly salaries, based on VTEX Global guidelines and targets.

 

4763445004

4763445004

You don't have to meet all the job requirements! If you believe you can do the job and are a good match, we encourage you to apply.

Job position

Head of Customer & Partner Experience

Area of work

Growth

Location

Santiago, Chile

Seniority

Director
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