Director of Customer Success

2 weeks ago

Leeds, United Kingdom Resolver Full time

Description

Position at Resolver

Now a Kroll business, Resolver was established in 2005 and began by protecting children and teenagers using online games, apps and social networks from paedophiles and child exploitation groups. Since then, our Real-time Risk Intelligence capabilities have expanded to include trolling, hate, media, influencer, terrorist, conspiracy, election interference, bad actor, agenda-driven, fringe and community groups.

As a leading expert in fast, actionable risk intelligence, we have a unique understanding of the risk signals embedded within digital chatter. This expertise is powered by our continuously-trained Risk Intelligence Graph, which helps us to protect our customers’ brands, assets and people from reputational damage, security threats and online harms.

We have spent 18 years training our AI technology to discover and track these risk signals. As a result, Resolver customers get peace of mind, 24/7/365. Today Resolver protects over $6.5 trillion in combined market capitalization for over 1,000 brands. Resolver customers are always first to know and first to act.

As a Director of Customer Success, you will have the responsibility to lead a team of Customer Success Managers, ensuring they execute effectively on their required responsibilities. Your main objectives are to support sales planning in alignment with the Corporate Business Division; design and manage processes that will support customer retention, growth and scale; and enable the team to be successful.

Responsibilities

Develop success plans with CSMs to analyze gaps and ensure that we are continually delivering on our value proposition, and supporting existing customer growth Collaborate with, Product, Quality Assurance, Implementations and Service Desk support to ensure issues any concerns are being addressed in a timely and effective manner Provide prospect and market feedback to the Product team to ensure our vision aligns with the market needs Lead the Customer Success team to quota attainment through proactive coaching on discovery, relationship management, opportunity management and negotiation Ongoing monitoring of customer tiering strategy to drive ROI on servicing and touch time Enable the team to maximize their impact by providing oversight, support, and guidance through, coordinating best use of resources, review of projects and potential risks, as well as resolving bottlenecks Mentor and coach the team in the achievement of KRs and personal performance objectives Forecasts monthly, quarterly and annually by analyzing the external and internal customer success environment in order to achieve the best results (review of KRs and progress at departmental level) Documents and analyzes findings in order to effectively assess and meet the needs of the business Captures and documents data using Salesforce and completes required fields throughout the customer in-life cycle including customer and opportunity information. Collaborates with the team to find and assess gaps; provides insight and knowledge on how to progress customer success and satisfaction Manage efficient sales operations that delivers data and insights to support growth and continuous improvement Collaboration across internal departments such as Marketing, Product, Sales, Operational and Divisional Leaders to address and drive improvements across CRM and BI and build business cases that will support future investment and growth.

Qualifications and Experience

University Degree in a related field (or equivalent experience) - ideally marketing, business or customer service/management A track record of leading a team to success Aptitude for people management and coaching - demonstrated success in coaching high performance teams driving performance against KR indicators Customer Success leadership - proven experience in leadership role within customer success or account management function Experience working with global consumer brands at Enterprise level Product experience - strong familiarity with product management and ability to provide product related insights to align customer success strategies with product delivery and improvement Cross Functional collaboration - strong collaboration skills, with a proven history of success in working effectively with, and experience within cross-functional teams including services, product, marketing and sales Passion for solving business problems using a blend of technology and human intelligence

Desirable Criteria

Domain expertise/experience in social media and/or online risk/harm is preferred.

Benefits

Our rewards are as unique as our culture, and we want to attract the best people and retain them.

Not only will we ensure that your development is key, but you will be joining a fantastic team of like-minded people who work together as one team to achieve a shared vision. We offer an excellent salary and benefits package which includes:

Market competitive pay rates based your skills and experience Discretionary bonus scheme 33 days holiday including Bank Holidays (20 days in the US) Critical Illness insurance Life Insurance Cover Healthcare Cash Plan / Healthcare, dental and vision plan An attractive pension / 401k retirement plan scheme Cycle to Work Scheme Employee perks schemes offering discounts, rewards, giveaways and more Mental health wellbeing portal and access to an in-house clinical psychologist Flexible working opportunities

Statement:

'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.

Resolver, a Kroll business, is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.

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