Director of Customer Experience

Job Details

Description

DAVACO is a leading turn-key solution provider with more than 30 years of experience supporting the world's leading brands with the development, transformation, and maintenance of their physical sites throughout North America. In collaboration with a diversified base of clients, DAVACO delivers scale, speed, and high-quality solutions that solve tomorrow’s challenges today.

Key Responsibilities

• Partner in a matrixed role with large customer account managers to drive customer satisfaction, issue resolution, and account growth.
• Own and manage the Request for Proposal (RFP) process, coordinating responses across internal stakeholders to ensure timely, competitive, and compliant submissions.
• Collaborate with the sales organization to support business development activities, providing subject matter expertise and customer insights to help close new opportunities.
• Lead customer implementation and onboarding, ensuring seamless transition from sales to operations with clear communication, process alignment, and customer training as needed.
• Prepare and deliver Quarterly Business Reviews (QBRs) with customers, presenting performance data, strategic recommendations, and continuous improvement plans.
• Act as a customer advocate, ensuring service delivery meets or exceeds contractual obligations and customer expectations.
• Monitor and analyze customer satisfaction metrics, proactively identifying areas for improvement and implementing corrective action.
• Partner with cross-functional teams, including operations, vendor management, and finance, to align service execution with customer objectives.
• Contribute to the development of customer experience best practices, tools, and processes to support scalable growth.
  
  

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field; equivalent experience considered.
• 7+ years of experience in customer success, account management, or client-facing leadership roles, ideally in facilities maintenance, project management, or related industries.
• Proven track record of managing enterprise-level customer accounts and driving customer satisfaction, retention, and growth.
• Strong understanding of RFP processes, business development support, and client onboarding practices.
• Proficiency in Microsoft Office Suite and CRM tools; experience with reporting and analytics platforms preferred.
  
  

Key Attributes

• Excellent communication, presentation, and interpersonal skills with the ability to build trust and credibility with senior-level customer stakeholders.
• Strong organizational and project management abilities, with attention to detail and ability to manage multiple priorities simultaneously.
• Analytical mindset with the ability to interpret data, identify trends, and make actionable recommendations.
• Collaborative, solutions-oriented approach with the ability to influence cross-functional teams.
• Customer-first mindset, with a proactive focus on continuous improvement and long-term relationship building.
  
  

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

DAVACO LP is an Equal Opportunity Employer and Supports a Diverse, Inclusive Work Environment

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Drug-Free Workplace

We maintain a drug-free workplace and perform pre-employment, random, reasonable suspicion, and post-accident substance abuse testing. We also perform pre-employment background checks.

Applicants With Disabilities

If you are an individual with a disability or a disabled veteran who is unable to use our online tools to search and apply for jobs, you may request a reasonable accommodation by contacting us at [email protected] and/or (214)-706-4018.