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The role As Head of Customer Success, you will be responsible for sustaining business growth and profitability through providing ongoing support to clients. You will work directly with clients to help solve their problems and ensure maximum satisfaction, as well as work with other employees to ensure customer questions and concerns are addressed in a timely manner. You will have an extensive knowledge of the platform and processes, coupled with an in-depth understanding of each client, including their needs, challenges and future requirements. Proactiveness, resilience and excellent communication skills are paramount to the success of this role. As a critical member of a small but growing commercial team, you will be driven to achieve our company goals and possess strong commercial acumen. Duties & responsibilities will include: Building and maintaining relationships with our new and existing clients Understanding the needs of our clients and be able to proactively and independently come up with solutions and upsell opportunities Effectively communicate (via meetings, emails, video and social channels) new features, updates and improvements to the platform to increase revenue potential and minimise churn rates Ensure regular client reviews take place Own the customer service/ issue resolution process including development of a self-serve model Creation of best-in-class training and educational materials Work closely with the rest of the commercial team and data engineering team to ensure any client issues are swiftly resolved and communicated Excellent communication and interpersonal skills Proven ability to foster and maintain positive business relationships Be pro-active, resilient and meticulous Deep understanding of retail / e-commerce Ability to understand SaaS business models and have a thirst for new technologies and business models Accountability and personal organisation are essential Preference for bachelor's degree in business management, communications or a similar course Minimum 10 years’ experience in a commercial role Familiarity with the digital shelf analytics industry is a plus Additional Information: This position is in a startup and requires an energetic, proactive, resilient and hard-working individual that thrives when given ownership in fast-paced environments. Seniority level
Mid-Senior level Employment type
Full-time Job function
Customer Service, Information Technology, and Sales Industries
IT Services and IT Consulting and Data Infrastructure and Analytics
#J-18808-Ljbffr
The role As Head of Customer Success, you will be responsible for sustaining business growth and profitability through providing ongoing support to clients. You will work directly with clients to help solve their problems and ensure maximum satisfaction, as well as work with other employees to ensure customer questions and concerns are addressed in a timely manner. You will have an extensive knowledge of the platform and processes, coupled with an in-depth understanding of each client, including their needs, challenges and future requirements. Proactiveness, resilience and excellent communication skills are paramount to the success of this role. As a critical member of a small but growing commercial team, you will be driven to achieve our company goals and possess strong commercial acumen. Duties & responsibilities will include: Building and maintaining relationships with our new and existing clients Understanding the needs of our clients and be able to proactively and independently come up with solutions and upsell opportunities Effectively communicate (via meetings, emails, video and social channels) new features, updates and improvements to the platform to increase revenue potential and minimise churn rates Ensure regular client reviews take place Own the customer service/ issue resolution process including development of a self-serve model Creation of best-in-class training and educational materials Work closely with the rest of the commercial team and data engineering team to ensure any client issues are swiftly resolved and communicated Excellent communication and interpersonal skills Proven ability to foster and maintain positive business relationships Be pro-active, resilient and meticulous Deep understanding of retail / e-commerce Ability to understand SaaS business models and have a thirst for new technologies and business models Accountability and personal organisation are essential Preference for bachelor's degree in business management, communications or a similar course Minimum 10 years’ experience in a commercial role Familiarity with the digital shelf analytics industry is a plus Additional Information: This position is in a startup and requires an energetic, proactive, resilient and hard-working individual that thrives when given ownership in fast-paced environments. Seniority level
Mid-Senior level Employment type
Full-time Job function
Customer Service, Information Technology, and Sales Industries
IT Services and IT Consulting and Data Infrastructure and Analytics
#J-18808-Ljbffr
