Head of Customer Success

☞ Signet Resources

View: 102

Update day: 01-06-2024

Location: Towcester East Midlands

Category: Sales Consulting / Customer Service

Industry: Hospitals Health Care

Position: Mid-Senior level

Job type: Full-time

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Job content

We are seeking a Head of Customer Success & Delivery for a small, Niche tech company based near Milton Keynes.

As the Head of Customer Success & Delivery, you will directly lead and manage the Customer Success team to deliver and enhance the level of support available to customers. This role will be part of the Senior Management team leading a Team leader and small team, so we are looking for someone who has good people management and process experience.

The role:

  • Ensuring Customer Experience is of an exceptional standard.
  • Ensuring the processes, systems and people are in place to deliver to SLA’s for orders, queries and support requests.
  • Design and manage the on-boarding process.
  • Managing and analysing customer health through the team and identifying further business opportunities.
  • Participating and guiding your team to grow revenue through cross-selling and passing leads to the sales team.
  • Review, enhance and update all areas of Customer service operating SOP’s to ensure high performance across the team.
  • Working with the team to ensure integrations are smooth with key customers.
  • Manage the day-to-day Customer Services and Delivery Operations.

This is a small business, so we are looking for someone who is comfortable being involved with the day-to-day interaction with B2B and B2C customers as well as process improvement.

What you’ll bring:

  • A history of leadership built upon your capability to empower and inspire your team.

You can encourage positive, ‘can-do’ mindsets, and be hands-on to get the job done.

Process focussed and able to implement new ideas and enhance existing systems.

  • Excellent communication skills both verbal and written.
  • A passion to develop and take responsibility for team outputs and a clear understanding of ‘What great looks like’.
  • Experience of CRM databases.
  • The ability to connect with a diverse range of people (both customers and stakeholders).

What’s in it for you?

  • Excellent growth and development opportunities as the business expands

A chance to be visible and genuinely make a difference to customers.

The opportunity for an innovative and motivated person who wants to join a growing business and develop the Customer Success and Delivery function.

  • Onsite Gym & Flexible working
  • Great offices and team environment

Please note: This role requires the successful applicant to have a successful DBS check.

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Deadline: 16-07-2024

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