Head of Customer Success

4 weeks ago

Bournemouth, United Kingdom Kortext Full time

Job Ref

HOCSBB

**Location**:
Bournemouth

Salary

Status

Full Time

Type

Permanent

Hours

37.5

**More details**:
Job Description - Head of Customer Success

Summary

Kortext is the UK’s leading eTextbook provider, serving universities globally. We are recruiting a Head of Customer Success to drive excellence in customer service across our teams.

Kortext has seen significant growth in the last 12 months and this role is key to driving our expansion by continuing to build on this success. This role will develop strong customer success teams to provide specialist support to Kortext’s clients and partners.

This role requires a seasoned technical people manager with a track record of developing customer success excellence and ability to develop strategies to support significant growth within the ed-tech sector.

Key Responsibilities
- Contribute to automation and drive digitisation within the customer success department
- Build, inspire and develop exceptional teams dedicated to customer success
- Leverage existing stakeholder relationships to determine the level and content of support provided
- Enhance internal relationships to support the companies overall strategy and direction
- Be responsible for overall customer communication and utilisation of Kortext’s software
- Provide visible day-to-day business leadership and direction of the customer success teams
- Use a data driven approach to identify weaknesses and areas for growth within the customer success teams
- Drive accountability and ownership in your teams and across the business
- Develop and nurture your team to create future business leaders
- Contribute to creating a positive culture and working environment for all employees
- Embody the company values of Passionate, Pioneering, Persistent and Personable
- Support financial planning and funding opportunities through providing detailed reports and metrics to promote Kortext’s potential to investors

Education & Experience
- Educated to degree level with a proven ability for self-learning and development
- Successful track record in customer success at senior management level (minimum 10 years)
- Knowledge and experience of Higher Education
- A technical specialist with experience within the ed-tech sector
- Automation experience within a customer service environment

Technical skills
- High level of competence in various word processing, spreadsheets and presentation tools including MS Word, Excel, Outlook and PowerPoint
- Knowledge of CRM systems including self-service and automated customer interaction, Salesforce essential
- Knowledge of content platforms and educational technologies

Personal Characteristics
- An inspirational leader with exceptional influencing ability, able to engage at all levels and be a true ambassador
- Able to inspire and foster a team-oriented environment, empathetic and a real people person
- Committed to excellence and capable of making tough decisions where necessary
- Strong commercial awareness
- Track record of delivering results, transformational change, and continuous improvement
- Experience of planning, managing and effectively executing complex projects

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