Head of Customer Success

6 months ago

Glasgow, United Kingdom Kura Full time

**Job Title: Head of Customer Success**

**Location: Glasgow, UK**

**Salary: Up to £60,000 DOE**

Who we are

Inisoft are seeking an experienced professional to join the team as **Head of Customer Success.**

Inisoft are a market-leading provider of software solutions for contact centres with clients throughout Europe, the Middle East and North America.

Software is all about solving problems, and the right software can change people’s experiences - in our case both the experience of contact centre agents and customers.

This is a fantastic opportunity for an enthusiastic and motivated individual to join our well established and successful software company

This role is ideal for a highly motivated and goal-driven Customer Success professional looking to lead the development and execution of strategic initiatives to drive growth within Inisoft's existing customer base.

Role Details

Championing a customer-centric ethos you will be responsible for guaranteeing optimal outcomes for customers utilising Inisoft's products and services, thereby driving customer satisfaction, account expansion and loyalty.

**Key Responsibilities**:

- Cultivate strong, long-lasting relationships with customers and partners by actively engaging with them to understand their unique needs and challenges.
- Take ownership of the entire customer lifecycle, orchestrating seamless onboarding journeys tailored to each customer’s requirements ensuring a smooth transition to Inisoft products and services.
- Develop and execute strategic customer plans aimed at maximising customer lifetime value, identifying opportunities for growth and long-term customer satisfaction.
- Oversee the performance of the 24/7 support team, ensuring the delivery of first-class support that meets or exceeds SLAs.
- Lead the professional services team establishing and executing a clear delivery methodology, ensuring consistency and quality in service delivery.
- Continuously monitor and analyse key performance metrics, driving improvements in areas such as customer satisfaction scores, response times, resolution rates, cost-to-serve, delivery forecasting, and billable utilisation.

**Benefits**:

- Recognition programme and Loyalty Award Scheme.
- Hybrid working.
- Enhanced CSP & Maternity/Paternity Scheme.
- Pension.
- Employee Assistance Programme - a free and confidential personal support service that is available to you 24 hours a day.
- And much more.

**Requirements**:

- Ability to build and nurture strong relationships with customers and partners, fostering collaboration and alignment.
- Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and persuasively.
- Capable of influencing stakeholders at all levels, both internally and externally.
- Proven ability to develop and execute strategic plans aimed at maximising customer lifetime value, driving revenue growth, and achieving business outcomes.
- Strong critical thinking and problem-solving skills, with a proactive approach to addressing challenges and resolving issues to ensure customer satisfaction and retention.
- Demonstrated ability to collaborate effectively with cross-functional teams, including sales and product development to deliver integrated solutions and meet customer needs.

Next steps

If you want to be part of a team where you will have the opportunity to grow & develop personally, helping to shape and drive our business forward, then this could be the right role for you.ly today

**Salary**: £50,000.00-£60,000.00 per year

Work Location: In person

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