Head of Customer Success and Support
3 days ago
Key Responsibilities:
- Develop, lead and manage the customer success and support teams to ensure customer satisfaction, retention, and growth
- Develop and implement strategies to improve customer experience and promote customer loyalty
- Analyze customer data to identify trends and opportunities for improvement
- Collaborate with other teams, including sales and marketing, to ensure customer needs are met
- Develop and implement customer success and support metrics to track progress and measure success
- Develop and implement training programs for the customer success and support teams to ensure they have the skills and knowledge necessary to support customers effectively
- Provide exceptional customer support to our clients, resolving complex issues and escalations as needed
- Create and maintain relationships with key customers to understand their needs and provide support when necessary
- Stay up-to-date with industry trends and best practices related to customer success and support
- Report regularly to senior management on customer success and support metrics and progress towards goals
**Requirements**:
- Bachelor's degree in business, marketing, or related field
- Minimum of 7 years of experience in customer success, support, or related field
- Proven track record of developing and implementing successful customer success and support strategies
- Experience managing and leading a customer success and support team
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
- Ability to work independently and as part of a team
- Strong project management skills
- Experience working in a fast-paced, high-growth environment
**Benefits**
- Company share option plan
- No dress code formalities. Come to work with your pyjamas if you want
- Competitive salary and benefits package
- Flexible working arrangements, including the option to work remotely
- Opportunities for career growth and development
- A dynamic and collaborative work environment
- Annual training budget to develop your skills and career
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