Head of Customer Success

Ref
31747
Department
Sales and Marketing
Location
Field-based
Salary
Competitive
Closing date
31/03/2019
Description

Job Title: Head of Customer Success (Account Management)

Start Date: Immediate

Reporting to: Sales & Marketing Director

 

Position Overview

The Customer Success team at Kallidus are of strategic importance to the company; driving profitability and deep customer relationships, it is the lifeblood of the operation. The Head of Customer Success will lead a team of 7 customer success professionals in the UK. This individual will drive success through high customer retention and driving cross sell/upsell into existing accounts.

Key Responsibilities

Achieve Customer Success Outcomes by:

  • Driving customer retention, with focus on continuous improvement of the customer experience
  • Growing revenue through up/cross-sell and expansion activities
  • Using analytics to diagnose “at risk” customers and develop retention strategies to address gaps
  • Fully resolving escalated customer issues in a timely manner
  • Obtaining consistently positive feedback in NPS surveys and using feedback to implement change
  • Effectively managing the lifecycle of Customer Success activities, from go-live, customer support, ongoing configuration as well as addressing improvement opportunities
  • Segmenting the customer base to understand the optimum distribution of accounts between Customer Success Managers
  • Ensuring customers are encouraged to resign multi-year subscriptions, once they reach the end of their initial 3yr contract term
  • Ensuring each account has a credible account plan for the year ahead
  • Map each account spend against the company’s products and services and develop strategies to drive account penetration
  • Supporting new business growth by increasing referenceable customers – a truly happy customer will be willing to tell their story. Partner with senior level customer contacts to drive references
  • Monitoring and evolving systems for operational metrics, and regularly reviewing with the team
  • Creating playbook interventions for each point in the cycle
  • Ensuring your team have expert level knowledge of each of Kallidus’ software and services offerings
  • Developing a programme of ongoing on the job training and education to ensure your team are kept up to date with industry trends and HR/L&D best practice
  • Communicating the appropriate set of metrics and KPI’s to the leadership team, and others as needed
  • Being proactive in partnering with stakeholders and act as a point of escalation when needed.
  • Driving collaboration and cohesiveness – encourage your team to partner effectively with other functional teams and drive cross pollination of thoughts and ideas within our team
  • Attracting high potential individual contributors into team, and accelerating on boarding for new team members
  • Effectively coaching and encouraging continuous learning and development within team
  • Fostering collaboration within team and across customer touch points
  • Ensuring that there is a schedule of user group events and regular, clear and appropriate outbound communication to our customers
  • Collaborating with internal partners in Sales, Marketing, Product, Finance, etc.

Required Experience/Skills:

  • 5 years of experience in a customer success/account management role, with increasing leadership responsibilities (preferably in B2B SaaS, ideally organisations with 250 to 10,000 employee organisations)
  • Ability to manage and influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale, sales, and services experience
  • Strong empathy for customers and passion for revenue and growth
  • Analytical and process-oriented mindset
  • Strategic planning and implementation skills with the ability to think ahead
  • Employee training and development expertise
  • Proficiency with utilising all manner of technology to advance customer-facing operations, including: Salesforce CRM, Zendesk, MS SharePoint & Teams and business analytics
  • Demonstrated leadership through accountability, continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills, including to board executives
  • European travel required, although most of your time will be spent in the UK
  • Bachelor’s degree
Job alerts