We are looking for a Head of Customer Success to join our Operation group.
· Manage a Global Team of customer success managers
· Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
· Be the customer advocate in the organization and ensure the customer voice is heard
· Manage customer churn and take proactive approach to ensure customer happiness
· Ensure the timely and successful delivery of Earnix solutions according to customer needs in a timely manner
· Create effective customer service procedures, policies, and standards.
· Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
· Communicate clearly the progress of monthly/ quarterly initiatives to internal and external stakeholders
· Work with the Sales team to onboard and integrate new clients and developing existing client relationships
· Maintain accurate records and document all customer service activities and discussions
· Assess service statistics and prepare detailed reports on your findings.
· Forecast and track key account metrics
· Monitor and analyze customer's usage of our product
· Stay informed on the latest industry techniques and methods.
· 10+ years of a proven experience in a customer success position in global high-tech/fintech companies
· Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
· Experience in delivering client-focused solutions based on customer needs
· Proven ability to manage multiple projects at a time while paying strict attention to detail
· Outstanding written and verbal communication skills
· Good understanding of management practices and techniques
· Excellent leadership and interpersonal skills. Natural relationship builder with integrity, reliability and maturity
· Self-motivated and able to thrive in a results-driven environment
· Critical thinking and problem-solving skills