Chief Customer Officer

About the Role

As the Chief Customer Officer (CCO) at New Energy Audit, you will drive the organization’s approach to customer strategy, experience, and value management. Serving as a C-level executive, you will steer the development of customer-focused business strategies, collaborating closely with sales, marketing, product, operations, technology, and data teams. Reporting directly to the CEO and as a pivotal member of the Executive Leadership Team, the CCO is integral to executive decision-making and long-term growth planning.

Main Duties and Responsibilities

• Customer Strategy Leadership: Develop and execute a comprehensive, global customer strategy aligned with corporate goals, including long-term plans for customer acquisition, retention, and increased value.
• Customer Experience Management: Design and implement frameworks to maximize the customer journey, establish service standards, manage feedback loops, and drive improvements in satisfaction metrics such as CSAT and NPS.
• Customer Success Initiatives: Create systems to ensure customer value realization—managing renewal processes, upsell/cross-sell strategies, uplifting product engagement, and reducing churn rates.
• Revenue and Growth Acceleration: Author and execute strategies for account expansion, maximizing cross-selling and upselling, and increasing overall Customer Lifetime Value (CLV) in support of sales targets.
• Operational Excellence: Oversee segmentation, lifecycle management, and optimization of communication and operations to improve retention and foster loyalty.
• Customer Service & Support: Build world-class service systems, define and monitor SLAs, develop intelligent service capabilities, and ensure high first response and resolution rates.
• Data-Driven Transformation: Implement robust customer data governance, analytics platforms (CRM/CDP), and leverage AI and big data for strategic decisions and process automation.
• Strategic Account Oversight: Lead key account management activities, drive negotiations, maintain high-level client relationships, and ensure top account satisfaction and revenue growth.
• Cross-Functional Synergy: Facilitate alignment and project delivery across internal teams, ensuring quick and unified response to customer needs and market dynamics.
• Organizational Leadership: Design the customer management org structure, build and manage specialized teams, and champion a culture focused on customer-centric excellence, performance, and talent growth.

Required Qualifications

• Bachelor’s degree minimum in Business Administration, Marketing, Management, Economics, Information Management, or related fields (Master’s, MBA, or EMBA highly favored).
• A minimum of 25 years’ experience in client/customer management, sales, customer success, marketing, or operations; at least 15 years must be at the senior managerial level.
• Demonstrated capability in formulating and implementing enterprise-level client strategies and operational systems, specifically for large organizations.
• Experience in international or cross-regional team management and familiarity with digital client operation models.
• Preferred backgrounds in MedTech, FinTech, SaaS, Internet technology, enterprise software, manufacturing, or professional services industries.

Core Competencies and Additional Information

• Strategic planning in client/customer operations
• Customer Experience (CX) and Success leadership
• Revenue management and business development
• Data analytics and digital transformation capabilities
• Proven organizational and senior leadership skills
• Strategic decision-making at the executive level