Head of Customer Success
We have an exciting opportunity for a senior leader to manage our client's Customer Success team across all of their EMEA territories.
Our client is enjoying unbelievable growth, expanding in the UK as well as internationally and are hiring for a number of roles.
They have been at the forefront of Anaplans' growth in Europe for the past decade and are continuing to grow, especially in S&OP, where the ability to talk peer-to-peer with clients is so critical for them. Whilst the role is based in the UK, there is potential to work with clients across Europe also.
In terms of remuneration, expect a market leading salary plus excellent benefits, with great scope for career growth.
You will have full day to day responsibility for managing a team of 60 (and growing) highly skilled consultants, with the support of a team of Customer Success Directors; ensuring excellence in every customer engagement. Reporting directly to the Chief Customer Officer (CCO), you will ensure the effectively delivery of all Customer Success processes and provide weekly reports on the operations and performance.
Key Responsibilities:
To ensure every project that is engaged in, across all territories, is delivered to an excellent standard, with no problem projects requiring escalation.
Proactive course correction or resolution management where necessary.
To ensure that all Customer Health processes are being completed to an excellent standard
To deliver the professional services budget set by the Board, preparing weekly flash reports and monthly Board numbers against such
To ensure a strong and consistent relationship with Anaplan at all times.
To be a true leader of the Customer Success team, taking full managerial responsibility and mentoring the team of Customer Success Directors
To control the hiring process, ensuring that we hire quality consultants in line with budgets
To ensure that processes exist and take place for project and internal Governance
To work with the Customer Success Directors and internal training team to ensure that all consultants have the opportunity to develop their careers
To be the ultimate point of escalation for any project related issues, working with the Customer Success Director to resolve these by adopting a Customer First mentality
Key Pre-Requisites:
Have held a senior management position within a Customer Success team; fully understanding what is required to deliver a full end-to-end customer experience
An eye for detail, quickly able to spot any issues and pro-actively deal with these
Excellent organisation skills, able to manage many conflicting priorities at once
Excellent communicator
Previous experience in a Project Manager role with system administration (Project Management suites or equivalent)
A high level of professional maturity, responsibility, and motivation.
A strong team player, who is also proactive and able to work on own initiative
Ideally you will have held a similar role within a Professional Services organisation
If you are interested in discussing this role further, please contact us using the button below. Please upload your CV and detail any relevant experience.