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Global Head of Customer Support
2 weeks ago
About The Business
At Cirium, our goal is to keep the world connected. We are the industry leader in aviation analytics; helping our customers understand the past, present, and predicting what will happen tomorrow. Our mission is to transform the aviation industry by enabling airlines, airports, travel companies, tech giants, aircraft manufacturers, financial institutions and many more accelerate their own digital transformation. You can learn more about Cirium at the link below.
About The Team
Our customer support team is a global function with team members based across APAC, EMEA and AMERICAS.
About The Role
The Global Head of Customer Support will lead our global support organisation - setting strategy, driving operational excellence, and ensuring customers receive exceptional, consistent, and proactive service at every interaction. Working cross-functionally, this leader will champion collaboration with Sales, Technology and Product teams to deliver high-impact initiatives. This is a senior, visible role that requires a confident and proven leader who thrives in collaboration and is an exceptional communicator. You'll partner closely with our Sales leadership team, to stay deeply connected to customer feedback, and with our VP of Technology and Sr Director of Operations to ensure seamless incident management, transparent communication, and continuous improvement in our products and services.
Responsibilities
- Strong leadership of a globally distributed customer support team, across multiple time zones.
- Partner with Sales leadership to understand customer feedback and emerging requirements, ensuring support is tightly integrated with the voice of the customer.
- Work closely with Technology, Data and Product teams to manage incidents, outages, and product-related issues, ensuring rapid, transparent, and coordinated responses.
- Take ownership of professional, customer-facing Root Cause Analysis (RCA) communications, setting gold-standard practices for clarity, transparency, and accountability. Use insights from recurring issues to drive cross-functional action to address underlying causes and continuously enhance the overall customer experience.
- Drive the integration of AI and advanced tooling across Customer Support, leveraging technology to enhance service excellence and deliver step-change improvements in team efficiency and impact
- Monitor key performance metrics, customer satisfaction scores, and feedback loops to identify opportunities for improvement.
- Represent the voice of the customer at the executive level, contributing to strategic discussions and company-wide initiatives.
Requirements
- Considerable experience in a senior leadership role
- Previous experience working within a technology and data company desired
- Bring a blend of collaboration, commercial focus, and agility - partnering across teams to deliver results, acting strategically with customers in mind, and embracing curiosity and inclusivity to navigate complexity and drive meaningful impact.
Learn more about the LexisNexis Risk team and how we work
