Customer Success
3 weeks ago
Global Head of Customer Success
We are the long-standing, production partner of choice that has helped brands across borders and cultures for over half a century achieve their business goals. We embrace difference through diversity of thought, experience, and expertise to maximise potential and bring the greatest benefits for our people and our clients.
In June 2023, Tag was acquired by dentsu Group, Inc, though we remain a distinct brand that is led by David Kassler, Tag Global CEO, headquartered in London. As dentsu’s acquisition of Tag significantly expands content delivery capabilities, Tag’s expertise to deliver personalized, omnichannel content in real-time and at-scale for clients remains unparalleled across the entire customer journey, unlocking marketing effectiveness and efficiency.
Tag and dentsu bring together our innovation and technology infrastructure to help solve clients’ toughest challenges. United in business acumen, we share similar core values, company culture, and embrace a vision “to be at the forefront of people-centric transformations that shape society”.
As the Global Head of Customer Success, you will play a pivotal role in ensuring the success and satisfaction of our clients worldwide. You will lead and manage the solutions, customer success management, implementations, training, and commercial teams responsible for selling and supporting our suite of cutting-edge marketing technology tools. Your strategic vision, leadership skills, and customer-centric mindset will drive our customer success initiatives, ensuring that our clients achieve their desired outcomes and maximize the value of our products and services.
Bachelor's degree in business administration, marketing, or a related field; MBA or advanced degree preferred.
Proven track record of success in a leadership role within a customer success or client services organization, preferably in the technology or SaaS industry.
Ability to travel domestically and internationally as needed.
Develop and execute a global customer success strategy aligned with the company's objectives and goals.
Drive the continuous improvement of customer success processes, methodologies, and best practices to enhance customer satisfaction, retention, and loyalty.
Collaborate with cross-functional teams, including sales, product development, engineering, and marketing, to align customer success initiatives with overall business objectives.
Lead and inspire a diverse team of customer success professionals, including solutions architects, customer success managers, implementation specialists, trainers, and commercial experts.
Provide coaching, mentorship, and professional development opportunities to empower team members to excel in their roles and achieve their career aspirations.
Foster a culture of accountability, collaboration, and continuous learning within the customer success organization.
Act as a trusted advisor to clients, providing strategic guidance and insights to help them achieve their desired outcomes using our products and services.
Collaborate with sales and commercial teams to identify upsell and cross-sell opportunities within existing client accounts.
Drive customer expansion initiatives, including contract renewals, expansions, and upgrades, to maximize customer lifetime value and revenue growth.
Establish and monitor key performance metrics and KPIs to measure the effectiveness of customer success initiatives and drive continuous improvement.
Implement scalable processes and systems to streamline customer onboarding, training, support, and escalation management.
Ensure compliance with service level agreements (SLAs), contractual commitments, and regulatory requirements related to customer success operations.
As an ethical employer, Tag will never ask job applicants to provide private, sensitive information upfront or make offers of employment contingent on financial requests or responsibilities from any candidate.
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