Head of Customer Operations
3 days ago
This leadership role is responsible for managing all customer-facing services after a customer is live on Bromcom - from technical support to the proactive work of our customer success teams. Your services enable customers to get value from the software through education, support, and building a robust user community across the full range of Bromcom products (Bromcom MIS, Finance, MAT Finance and Vision/Vision X).
**Responsibilities**
- Lead the technical support, customer success and community management teamss: define, set targets, manage, monitor and control to deliver an exceptional service to all Bromcom customers
- Maintain and improve our processes and procedures to comply with ISO 9001, ISO270001 and ISO20000 (amongst others)
- Line manage three team managers, with ultimate responsibility for a department of around 30 FTEs (and growing)
- Grow the customer success service to take on ultimate responsibility for customer renewals
- Ensure that the department teams are motivated and supported to meet challenging objectives
- Take personal responsibility for managing the most high profile customers and escalations
- Work with the COO and CTO on the plan to scale up the services
**Skills and Experience**:
- Natural leader, with experience of leading and managing teams through a period of change
- Significant experience in professional or technical service delivery - service management and / or project management qualifications would be a bonus
- Inherently customer-centric
- Exceptional communication skills - both written and verbal
Bromcom is an Equal Opportunities Employer
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