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Head of Customer Success Lead

1 month ago

Little Ferry, New Jersey, United States Apera AI Full time
Apera AI: Revolutionizing Factory Automation

We are seeking an experienced Head of Customer Success to join our dynamic team at Apera AI. As a key member of our organization, you will be responsible for leading and developing our existing Customer Success team, while strategically growing the department to meet the evolving needs of our customers.

As a seasoned professional in high-touch customer success or support, you will leverage your expertise to optimize our customer success and support processes, ensuring seamless onboarding, timely support, and continuous development of our help and support resources.

Key responsibilities will include:

  • Leading and developing the Customer Success team, with a focus on building a global headcount roadmap.
  • Optimizing customer success and support processes to drive efficiency and effectiveness.
  • Developing and implementing onboarding strategies to ensure successful customer adoption.
  • Managing customer requests and delivering results-driven solutions.
  • Providing timely support and resolving customer issues.
  • Continuously developing and updating help and support articles and videos.
  • Defining and tracking key performance indicators (KPIs) to measure customer satisfaction and success.
  • Collaborating with cross-functional teams to drive business growth and customer satisfaction.

To succeed in this role, you will require:

  • A degree in a technical field, such as Engineering, Science, or Computer Science.
  • A minimum of 5 years of experience in high-touch customer success or support.
  • A minimum of 3 years of experience in building and managing customer success and support teams.
  • Strong communication and interpersonal skills, with the ability to influence stakeholders.
  • Hands-on expertise in using MS Office and support and ticketing platforms like Zendesk.
  • Demonstrated analytical skills to analyze data and make informed decisions.
  • Proven ability to build strong relationships with customers and other teams within the company.
  • Ability to travel internationally.

We are an innovative company at the forefront of factory automation, and we are looking for a talented individual who shares our passion for delivering exceptional customer experiences. If you are a motivated and results-driven professional with a passion for customer success, we encourage you to apply for this exciting opportunity.