Head of Customer Experience

3 weeks ago

London, Greater London, United Kingdom Language Matters Full time
Job Overview

We are seeking an experienced Head of Customer Success to lead our close-knit sales and support team in West London. This is a pivotal role within a fast-growing international software company.

About the Role

The successful applicant will guide this dynamic team, providing leadership 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.
  • Proactively reach out to customers to ensure their needs are being met.
  • Fully document customer interactions and issue resolutions.
  • Provide regular feedback to the management team on recurring issues.
  • Participate in training sessions and update the sales and support team.
  • Suggest improvements to processes and tools to enhance efficiency.
  • Develop new prospect gathering programs.
  • 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.
  • Desirable: French, Spanish, Dutch, Italian, German, or Portuguese language skills.
  • 7-10 years of experience in Customer Service leadership.
  • Experience working in the SaaS industry.
  • Proactive and problem-solving mindset.
  • Excellent interpersonal and leadership skills.
  • Knowledge of CRM and customer service tools.
  • Patient and adaptable.

Salary range: £80,000 - £110,000 per annum.

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