Work from Home – Based Anywhere in UK – UK HQ EdTech – Over 120 Universities as Clients – Managing a CSM team of 7 – Industry Agnostic (SW preferred)
Reporting the Executive Director, Global Customer Services & Success, being in charge of UK’s amazing client base of 120+ universities and growing, you manage a team of 6-7 CSMs each experienced in Educational Sector.
Head of Customer Success Management has already in the past set up a number of CSM business units from ground up (mandatory skill and experience) , starting with hands on designing, defining and implementing processes, procedures, templates, and workflow responsibility matrices. You are an inspiring leader for your teams who look up to you and learn from you as you lead by example.
Head of Customer Success Management and his/her team will drive customer retention, exceed expectations, and identify opportunities for on sell, up sell, and upgrades. You will be the main escalation point for the client base. The role will work together with Sales, Account Management, Product and Services teams to drive customer relationship management with the goal of retaining customers, ensuring customer loyalty, providing advisory services that drive customer success with our client.
Head of Customer Success improves the value customers obtain from our products and services, improving product adoption, consumption and overall customer satisfaction. (S)he will do this by developing effective customer relationships and ensure success on their journey in both a proactive and reactive manner.
As a strategic advisory role, an affinity with the vision, objectives and needs of our client’s customers is essential to ensure they benefit from proactive, value add services. Specifically, this will include the delivery and/or coordination of high-quality consultancy to the customer, advising on the optimal use of our client’s products and best practices to drive their value realisation. From time to time, as a customer advocate, the role is required to work collaboratively as part of a multi-disciplinary team to effectively resolve issues and queries in a satisfactory and timely manner.
As the leader of the CSM team. (S)he will provide mentorship and subject matter expertise to the rest of the Customer Success & Services teams to ensure that they have the requisite specialist knowledge to provide an excellent level of customer service.
Head of Customer Success Management has 10+ years of commercial experience gained working in a consultative environment with Account Management / Project Management / Service Operations teams
Detailed job spec will be available to qualified applicants.
INITIAL SCOUTING STAGE. ROLE BEING CRAFTED. CONFIDENTIAL AND ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED. APPLICATIONS WITHOUT DETAILED CVs ATTACHED AND THOSE WHICH DO NOT POSSESS THE MANDATORY REQUIREMENTS WILL NOT BE CONSIDERED. YOUR CONFIDENTIALITY IS ASSURED. SHORTLISTED CANDIDATES WILL BE CONTACTED ONCE THE CLIENT FINALIZES THE ROLE WITH HEADCOUNT APPROVED (MAY TAKE A COUPLE OF MONTHS)
