Director, Customer Experience

EX LIBRIS– Who are we?Ex Libris, Part of Clarivate,  is a global EdTech (Education Technology) industry, leader. We serve some of the most prestigious academic institutions and research Universities around the world, with a total of over 7,500 customers in 90 countries.Our SaaS solutions help universities transform academic libraries, maximize the impact of research activities, enhance teaching and learning, and drive student engagement and success. For more information about Ex Libris, see our website, and join us on Facebook, YouTube, LinkedIn, and Twitter. We are looking for a Director, Customer Experience to join our TEAM in Jerusalem. in this role you'll be responsible for managing planning and work between customer care teams and internal senior business leaders.About You – Experience, education, skills, and accomplishments 12 Years + customer care/service experienceExperience in driving relationships for customer operations in the academic library software market with customer care teams and internal business leadersBachelor’s degree It would be great if you also had....Demonstrated business acumenExtensive experience of being the point escalation both for customers globally and for business stakeholders for Support issues globally. What will you be doing in this role? Relationship Management: Build and maintain strong relationships with key business stakeholders, partners, and customers.Strategic Planning: Collaborate with internal teams and business stakeholders developing and executing strategic plans to enhance business outcomes and achieve organizational goals.Alignment: Ensure optimum strategic alignment between Customer Support Teams and business objectives.Global Scope: Act as the primary contact for business stakeholders to represent all Customer Support Teams globally.Own Outcomes and Actions: Take responsibility for execution and results of Customer Support activities.Customer Engagement: Act as the “face” of Customer Support globally with individual customers and user groups.Feedback and Synthesis: Gather and evaluate feedback from customers and Support teams about the Support Experience from across all teams and products for consideration in business strategy.Communication: Serve as the escalation point both for customers globally and for business stakeholders for Support issues globally. Coordinate actions and manage expectations appropriately.Reporting and Analysis: Track and analyze key performance indicators (KPIs) related to Customer Support, providing regular reports and insights to business leaders.About the TeamThis is a large global matrixed team of regional support leaders and senior business leaders of Ex Libris.Hours of Work / More important information for you:Our base is in the Jerusalem, Israel office, working in a hybrid mode. This is a full-time position.Why Ex Libris?At Ex Libris, we value our employees and are striving to create the perfect balance between work and home life. Join us to be part of a family-like environment; enjoy our unique culture and benefits. Be part of a thriving, productive community helping change the future of higher education with the state-of-the-art technology from Ex Libris.At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.