Job Description

This role can be performed remotely anywhere within Singapore. We loathe bad digital experiences. Confusing flows, broken buttons, poor design, page slowness - all of it. We've built an incredibly powerful software platform to help rid the world of frustrating digital experiences and we're looking to build a team of experts to help our customers help their customers achieve a more perfect digital experience with FullStory. As the Head of Customer Experience, you will be responsible for building a team of post-sales professionals to partner with our customers to help them realize business value through the consistent use of our Digital Experience Intelligence platform. Based in Singapore, you will hire team members in accordance with business needs in the APAC region, perform employee reviews, participate in strategic deals, build authentic relationships, and generally serve as an ambassador of FullStory who always has our customers' best interests in mind.

Day-to-day you'll:

• Serve as the operational leader for FullStory's CX team based in APAC, directing post-sale practitioners of professional services, customer success, technical support, renewals, partner success and partner enablement.
• Act as the CX organization's main spokesperson for the APAC region.
• Hire best-in-class talent and manage performance to ensure career growth opportunities and professional development
• Partner closely with functional leaders across FullStory to ensure global strategies and tactics are applied in the APAC region.
• Build and manage a high-performing team that embodies FullStory's watchwords: empathy, clarity, bionics, and trust.

We're looking for someone who:

• Has experience navigating internal and external organizational structures to identify and build relationships with executives and stakeholders
• Has experience leading teams across APAC towards key performance metrics and goals
• Has team development experience

It would be amazing if:

• You have experience managing teams in Asia
• You have demonstrated exceptional communication and interpersonal skills with the ability to navigate conflict and create honest dialog
• You possess excellent relationship-building skills and have the ability to grow and manage relationships with internal stakeholders
• You have the ability to write and speak fluently in one or more of the following languages: Mandarin, Bahasa Indonesia, Bahasa Malay, etc.

#LI-Remote #LI-NV1

About FullStory

Founded in 2014 on the belief that everyone benefits from a more perfect digital experience, FullStory's digital experience intelligence (DXI) platform empowers businesses to continuously improve their customer experience across sites and apps. FullStory is backed by world-class investors and has 500+ employees worldwide with offices in Atlanta and London. We are proud to have been named to Forbes' List of America's Top Startup Employers, Wealthfront's Career Launching Companies List, and LinkedIn's Top US Startups List. We are guided by our values of Empathy, Clarity, Bionics, and Trust, which we embed in our day-to-day work. How we support you: FullStorians are committed to building something better—from how we approach our product, to how we care for our customers and each other. Better is only possible when we can bring our full selves to work. Along these lines, we offer:

• Autonomy and flexibility. From a remote-first work environment and unlimited paid time off, to an annual company-wide closure – FullStorians can focus on the moments that matter.
• Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based FullStorians, and supplemental coverage options for international FullStorians.
• Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.
• Productivity support. We provide all FullStorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up.
• Team events. Connect with fellow FullStorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites.
• Paid parental leave. FullStorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.
• Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most.
• Miscarriage/Pregnancy loss leave. Whether it is for a FullStorian or their partner – take the time you need.

FullStory is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There's no problem that can't be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply - we'd love to hear from you! If you may require reasonable accommodations to participate in our job application or interview process, please contact accommodations@fullstory.com. Requests for accommodations will be treated confidentially.