Chief Customer Officer

Preferred Location: Houston TX (Hybrid work environment)

Level: Executive Full-Time Exempt

Reports To: Chief Executive Officer

Education: Bachelors degree required; MBA or masters preferred

Team Leadership: Direct management of up to 10; indirect oversight of up to 20

Position Overview

PCS Software Inc. is seeking a visionary Chief Customer Officer (CCO) to lead our enterprise-wide customer strategy and elevate the customer experience across every touchpoint. As a key member of the executive team you will champion a customer-first culture drive cross-functional alignment and ensure our AI-powered Transportation Management Platform (TMP) delivers measurable value to our clients. This role is ideal for a strategic leader with deep expertise in customer success support analytics and digital transformation. Approximately 25% travel is required for this role on average.

Key Responsibilities

Lead and evolve PCSs customer success support and experience functions to deliver exceptional outcomes across the customer lifecycle.

Architect and execute a holistic customer experience (CX) strategy that aligns with business growth retention and satisfaction goals.

Drive enterprise-wide collaboration across Marketing Sales Product Engineering Implementation Support and Professional Services to ensure unified customer value delivery.

Oversee strategic functions including the Customer Success and Support Center of Excellence (COE) Enterprise Insights & Analytics Dashboards PCS University and Customer Experience teams.

Establish and monitor KPIs customer health metrics and feedback loops to continuously improve service delivery and customer engagement.

Serve as a trusted advisor to senior leadership influencing decisions with data-driven insights and customer-centric perspectives.

Foster a high-performance culture by developing talent promoting innovation and adapting to evolving market and customer needs.

Partner annually with Marketing and Product teams to lead the strategic planning production and execution of PCS Regional Customer Summit events.

Co-develop thought leadership and intelligent services-driven content with Marketing for trade publications digital campaigns and social media channels.

Collaborate regularly with Human Resources to drive strategic hiring initiatives and actively lead annual performance review cycles career development planning and performance improvement processes as needed for the CCOs organization and direct reports.

Active participation in the PCS Leadership Team weekly meetings and cadence.

Lead the development of quarterly board presentation materials representing the Chief Customer Officers organization and prepare strategic content for ad-hoc executive meetings and operational efficiency reviews.

Contribute to annual audit reviews occasionally serving as lead to ensure compliance transparency and operational integrity across the organization.

Oversee and respond to legal inquiries and action items as needed particularly those involving customer-related matters while owning and managing the global patent process to ensure strategic protection of intellectual property.

What You Bring

15 years of progressive leadership in Customer Success Support Implementation Project Management Operations Analytics and Professional Services.

Proven success in designing and executing CX strategies that drive measurable business impact.

Experience leading in a matrixed fast-paced SaaS or enterprise software environment.

Strong analytical acumen with the ability to synthesize complex data into actionable insights.

Exceptional communication and stakeholder management skills.

Demonstrated ability to build and scale high-performing diverse teams.

Strategic mindset with a bias for innovation agility and results.

Strong executive presentation skills with a flare for social media and webinars as well as in-person customer meetings and entertainment.

Core Competencies

Customer Journey Mapping & Lifecycle Management

Service Design & Integration

CX Metrics & Analytics

Help Desk & Support Software (Salesforce Zoom preferred)

Strategy Development & Execution

Budgeting Staffing and Performance Management

Inquiry Research & Resolution

Service Operations & Request Management

Project Management ( preferred)

Why PCS Software

Since 1996 PCS Software has been steering the transportation management world to smoother roads. Offering an award-winning TMS solution for carriers brokers and shippers PCS empowers transportation professionals to increase efficiency and boost profitability while making their jobs easier. With PCS the focus is clear: provide a seamless end-to-end transportation management solution that caters to the dynamic needs of modern logistics taking workloads from stressful to streamlined.

We offer:

Competitive compensation and executive bonus structure

Up to 100% company-paid medical dental and vision premiums for employees and dependents

401(k) with 4% company match

Unlimited PTO and 7 paid holidays

Paid training and development programs

A collaborative innovative and fun work culture

Opportunities for career growth and leadership impact

Additional Information

This role is not eligible for visa sponsorship. Applicants must be legally authorized to work in the U.S.

PCS Software Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Only candidates selected for interviews will be contacted.

Alternative Titles

Chief Customer Experience Officer

VP of Customer Success

VP of Customer Service & Support

Customer Care Executive

Competencies/Skills

• Customer Interaction
• Customer Support Policies Standards and Procedures
• Inquiry Research/Response
• Service Design
• Service Desk Management
• Service Integration and Management
• Service Management
• Service Operations
• Service Request Management Process
• Strategy Development
• Customer Service Help Desk Software

Managerial Responsibilities

• Staffing
• Pay Decisions
• Training- Knowledge
• Evaluation
• Supervision
• Budget
• Process- Policies