Job Description

We are seeking a dynamic and results-driven Vice President of Customer Experience to lead and integrate our customer experience team. The Vice President of Customer Experience will be responsible for leading and overseeing the teams that support our customer journey from start to finish; sales, services, and support. This role is integral to ensuring that our customers have a seamless and positive experience across all touchpoints. The Vice President of Customer Experience will manage and provide leadership to these teams while driving business development and ensuring that customer feedback and insights are effectively communicated to other groups within Bertec. This role is pivotal in driving our customer-centric strategy and expanding our market presence.

Company Summary

Bertec is a leading provider of biomechanical testing and training solutions for researchers, clinicians, and athletes. Founded in 1987, Bertec has been at the forefront of the biomechanics industry, developing innovative technology and software that is used in universities, hospitals, sports teams, and research centers around the world.

Institutions as varied as Nike, the US Olympic Swimming Team, LA Dodgers, Golden State Warriors, Toyota Robotics, the NIH, Cleveland Clinic, Mayo Clinic, Harvard University, Stanford University, and thousands of others around the world rely on Bertec’s tools to assess and analyze human movement, balance, and performance.

In addition to its product offerings, Bertec also provides training and support services to its customers. Its team of expert engineers and scientists work closely with customers to understand their unique needs and develop customized solutions to meet their specific requirements.

At Bertec, we are dedicated to advancing the field of biomechanics through innovation, collaboration, and a commitment to excellence. We are always looking for talented individuals who share our passion for improving human performance and wellbeing.

Department: Customer Experience

Reports To: CEO

Responsibilities

Leadership & Strategy

Lead and integrate the teams that interact with customers throughout their experience. This includes our sales, customer support, product installation, and field services functions.
Define and drive the overall strategy for customer experience at Bertec, ensuring alignment with company-wide goals and objectives.
Serve as a key member of the leadership team, contributing to the company's overall direction and success.
Build and maintain relationships with high-level executives and key stakeholders within target organizations and industries.
Drive revenue growth by cultivating and closing significant deals with new and existing customers in the medical device, healthcare, and sports science industries.

Customer Experience Management

Oversee the entire customer lifecycle, from initial contact through post-sale support.
Ensure that all customer interactions are handled with the highest level of professionalism and care.
Monitor and analyze customer feedback, using insights to drive continuous improvement in products, services, and processes.
Act as the decision maker for complex situations in which the business’s needs and the customer’s experience need to be balanced.

Cross-Functional Collaboration

Act as the voice of the customer within the organization, ensuring that feedback and insights are communicated effectively across other departments and teams.
Work closely with the product development team to ensure that customer needs and feedback are addressed in future products and updates.
Partner with marketing to align messaging and outreach efforts with customer expectations and experiences.
Collaborate with the executive team to ensure customer experience initiatives are integrated into broader business strategies.

Performance Metrics and Reporting

Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
Regularly report on customer experience metrics, providing insights and recommendations for improvement.
Champion data-driven decision making to enhance the customer experience and proactively address areas of concern.
Present reports and strategic recommendations to the CEO and other members of the executive leadership team.

Team Development

Foster a customer-centric culture within the team and organization.
Provide ongoing coaching and development opportunities for team members to enhance their skills and career growth.
Promote collaboration and communication withing and across teams to ensure a cohesive approach to customer experience management.
Identify and cultivate future leaders withing the customer experience team, ensuring strong leadership succession planning.

Qualifications

Bachelor's degree in engineering, or a related technical field, with an MBA or equivalent advanced degree strongly preferred.
8-15 years of relevant work experience, with a strong track record in customer experience or customer success management, sales, or business development.
Proven experience in leading and integrating multi-functional teams, particularly in customer experience, sales, and service operations.
Significant experience selling into large, complex organizations, particularly within the healthcare, medical device, or sports science industries.
Strong strategic planning and execution skills, with the ability to align customer experience initiatives with broader business objectives.
Excellent leadership, communication, and interpersonal skills, with the ability to engage effectively with internal teams, high-level executives, and other key stakeholder groups.
Technical understanding of medical devices or healthcare technology is preferred.

Work Environment

Bertec allows a flexible work from home policy. New employees will typically work in-office as they are trained and brought up to speed on their job as well as Bertec products and policies. After that point, work from home varies based on job function and responsibilities. In-office work will mainly be performed at Bertec’s Columbus office.

Pay & Benefits

Competitive salary based on skills and experience
Health, dental, and vision insurance
401(k) plan with 4% company match
Paid time off and 13 paid holidays
Training and professional development opportunities

Bertec

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