Global Customer Experience Lead

3 weeks ago


London, Greater London, United Kingdom Language Matters Full time
Job Overview:
We are seeking a highly motivated Global Customer Experience Lead to join our team in West London. As a key member of our Global Software Company, you will be responsible for leading our close-knit sales and support team, providing guidance and support as well as SaaS client strategy and team training plans on products and services for both London and overseas offices.

Key Responsibilities:
  • Manage the existing Customer Success team, providing guidance and mentoring.
  • Maintain in-depth knowledge of products by keeping up to date and providing guidance and advice on the products and services.
  • Demonstrate products and provide online and in-person training for clients.
  • Update training manuals and videos as well as lead webinars.
  • Provide regular feedback to the management team on recurring issues.
  • Participate in training sessions and update the sales and support team.
  • Help implement the digital marketing program and develop PR for products and the company.
  • Represent the company at client visits, exhibitions, and conferences worldwide.

About You:
To succeed in this role, you should have a customer-focused approach and have knowledge and experience working within customer success in the SaaS industry. You will not only believe in providing clients with the highest level of customer service but also be able to mentor and lead a team that will share your vision and implement company strategy to work efficiently and effectively.

Requirements:
  • Native level fluency in English, both written and spoken.
  • 7-10 years of experience in Customer Service leadership.
  • Knowledge of CRM and customer service tools.

Estimated Salary: £100,000 - £130,000 per annum.

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