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Head of Customer Success
3 months ago
We are currently looking for a Head of Customer Success for one of our FinTech Clients in Manchester.
Job Title: Head of Customer Success
Location: Manchester, but hybrid working available
Industry: Financial Technology (FinTech)
Job Type: Full-Time
What Is The Role:
The Head of Customer Success will be pivotal in driving the growth and success of our organization.
This role involves strategic leadership and direct involvement in customer success activities, ensuring outstanding client service and fostering significant growth through upselling and new initiatives.
What You´ll Do:
You will play a crucial role in driving the growth of the business.
You will report directly to the CEO and Co-Founder and be responsible for a small Customer Success team as well as getting directly involved in Customer Success activities, leading upsell work.
- Manage a small team of CSMs, maintaining consistent systems and processes for all clients and supporting the CSM's professional development through coaching and mentoring
- Identify and lead growth opportunities, working across all stakeholders on the account to undertake a MEDDIC-based sales process, including the production of bespoke in-depth proposals that articulate the opportunity(ies), high-level solutions / operational designs, benefits, delivery plans and costs
- Ensure the CSM team monitor and provides an initial response to all inbound tickets and email queries within 3 working hours, logging follow-up actions within a reliable system that ensures actions are monitored to completion.
- Lead, with the support of CSMs, paid projects of work with new and expanding clients including:
* Managing relationships from junior to C-suite stakeholders within the client organisation, other suppliers/partners and the client
* Running project meetings
* Maintaining project plans
* Proactively identifying and managing risks and issues across all stakeholders
* Delivering status reports
* Mapping existing processes and organisations and collaborating with clients to identify enhancements using the client´s technology and define new operational designs
* Planning, managing and delivering training and communications activities
- Ensure all clients are regularly contacted and engaged appropriately to their current category through the CSMs:
* Ensure all meetings are researched prior to the meeting, have an agreed agenda, are minuted and actions logged and regularly communicated across all stakeholders on the account, clearly, on a regular basis:
* For top accounts ensure up-to-date account plans are maintained
What You´ll Bring To The Table:
- Customer Success experience - prior experience successfully working as a Customer Success Manager in a B2B SaaS company, ideally working with large to enterprise scale Financial Services clients. Demonstrable record of churn mitigation, growth of accounts and high customer advocacy.
- Sales experience - evidence of leading long and complex enterprise sales cycles, including building relationships with stakeholders at all levels, understanding and identifying demands and needs, and effectively selling an opportunity through verbal and written deliverables, resolving objections and issues that occur along the way.
- Coaching and management - evidence of ability to effectively lead and inspire a small team to ensure the realisation of full potential.
- Project management skills – experience managing projects with multiple and large organisations that involve numerous stakeholders at all levels of seniority.
- Organised and disciplined - evidence of being able to establish simple and workable systems and processes that reliably ensure a high volume of key and ever-changing activities occur in a timely manner across 80+ accounts.
- Strong communicator - a strong listener who can take onboard large amounts of information. Be able to effectively set up and facilitate discussions across various channels (in person, video calls, email, Slack), various levels of seniority and of various meeting sizes, and translate information into simple and clear written and verbal communications.
- Resilient - able to thrive in the environment of a scaling business with a large amount of autonomy but where there are many, often competing, demands and ideas, challenging targets and resources are limited. Comfortable and energised dealing with unexpected problems, demonstrating an ability to take ownership and find solutions.
If you're ready to make a significant impact in a fast-growing company, we encourage you to apply and join us on this exciting journey.
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