Head of Customer Success
6 months ago
**Head of Customer Success**
**Location**:Harpenden, Hertfordshire
**Salary**:circa £65,000 per annum (DOE)
In this role you will focus on all aspects of customer service delivery - for both the clients we partner with, and the drivers using our EV charging points.
A vital part of this role will be supporting our growing business to design and imbed our customer interfaces, alongside onboarding and offboarding processes. You will be building the customer service function within Energy Park, then monitoring and improving it over time to ensure a seamless customer journey, whilst also contributing to the achievement of our commercial objectives.
**Role responsibilities**:
- Help establish new client interfaces, embedding these into the operating model and CRM strategy, ensuring all client information is accessible and robust within the system and wider platforms.
- Build a high-performing team capable of maintaining and improving the customer experience, and a function which supports the wider business objectives.
- Define and develop the customer journey, and build the lifecycle of a customer within the business to ensure each step of their experience is positive.
- Lead the customer service function ensuring a successful partnership with the sales team, delegating to your team as appropriate.
- Look for opportunities to generate revenue, discussing initiatives with sales colleagues.
- Capture and communicate customer feedback to colleagues across the business as appropriate, ensuring information is fed back into the business seamlessly.
- Ensure achievement of SLAs, and continuously monitor service delivery to ensure customer satisfaction and consistent service.
- Drive improvements to the client experience with Sales, Customer Service and Technical Support teams.
- Develop professional, productive and trusted relationships with clients, and proactively manage the relationship, attending regular meetings and site visits as needed.
- Lead and contribute to internal projects.
**Experience required**:
- Significant experience in a senior Customer Service/Customer Success role, with experience of leading a high performing team working to SLAs.
- Demonstrable experience of building a customer-focused function which contributes to business growth and success, experience of designing and embedding customer interfaces and processes, ideally within a business that has no face-to-face contact with end users.
- Experience and knowledge of the EV sector would be advantageous, but is not essential.
- Experience working in collaboration with sales and technical teams to ensure a seamless customer experience and achievement of business objectives.
- Proactive and hands on, able and willing to provide direct customer support as the business grows, and resolve complex customer matters in the future as needed.
- Highly motivated and organised, able to manage your time as well as the time of others, monitoring performance and output, and timely completion of work.
- Excellent communication skills, both written and verbal.
- Strong IT skills, experience of CRM systems and embedding CX systems into an operating model.
- Proven experience of building and maintaining productive, long-term relationships with customers.
- Data driven, able to use data to analyse customer experience, building reports and presenting to the senior leadership team as needed.
No agents, please. This role is being managed by our retained consultants at HRCentral.
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