Head of Customer Success- EMEA

3 weeks ago

Nottingham, United Kingdom Ideagen Full time

Role Purpose

Hybrid- Tuesday. Wednesday, Thursday, in our Ruddington office


Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.

Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

We are seeking a dynamic and experienced Head of Customer Success to lead our efforts in enhancing customer loyalty and satisfaction. This pivotal role will be instrumental in driving our company's commitment to excellent customer relationships and maximising retention through effective strategy development and team leadership.


As the Head of Customer Success, you will be responsible for developing and implementing comprehensive strategies that enhance the customer experience and ensure high levels of retention. Your leadership will guide the customer success team, utilising data-driven insights to optimise customer engagement, and collaborating with cross-functional teams to achieve operational excellence and revenue growth.

Responsibilities

Customer Success Strategy Execution: Develop, implement, and refine strategies to deliver superior customer experiences and maintain high retention rates.


- Team Management and Development: Recruit, mentor, and lead the customer success team, fostering a high-performance culture.


- Customer Relationship and Experience: Establish and nurture strong relationships with key customers, ensuring that their experiences with our products and services are positive and fulfilling.


- Data-Driven Decision Making: Use analytics and engagement metrics to guide strategies for product adoption and enhancing customer experiences.


- Operational Excellence: Collaborate with sales, marketing, and product development teams to ensure seamless support and integration of customer success initiatives.


- Revenue Growth: Identify and implement effective upselling and cross-selling strategies to enhance financial performance.


- Strategic Leadership: Set and guide the strategic direction of the customer success department, ensuring alignment with overall company objectives.

Skills and Experience

- Leadership: Demonstrated ability to inspire and lead a high-performing team towards achieving strategic goals.
- Analytical Acumen: Proficiency in using data and metrics to inform decision-making processes.
- Customer Relationship Management: Extensive experience in building and maintaining exceptional customer relations.
- Strategic Planning: Strong visionary skills with an ability to set and pursue objectives that align with the organisation’s goals.
- Operational Efficiency: Experience in fostering collaboration across teams to streamline support and integrate strategies.
- Revenue Growth: Proven capability in identifying and exploiting avenues for financial growth.
- Communication: Exceptional communication skills, capable of fostering transparency and clear dialogue across all levels of the organisation.
- Empathy: Deep understanding and consideration for customer perspectives and challenges.
- Negotiation and Influence:** Skilled at consensus building and persuading stakeholders effectively.
- Team Building: Track record in fostering a culture of engagement and professional growth within teams.
- Technical Expertise: Solid knowledge of the company’s products or services.
- Business Acumen: Comprehensive understanding of business models and the ability to align customer success strategies with business objectives.

Behaviours:

Ambitious  - Drive, Planning & Execution Adventurous  - Flexibility, Resilience & Savvy thinking Community  - Collaboration & Communication#INDREV#LI-NOTTINGHAM 

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