Head of Customer Success
2 weeks ago
About A-SAFE and the role:
The A-SAFE Group is a leading global workplace safety solutions provider. Since 1984, the business has been pioneering state-of-the-art solutions that safeguard people and assets across a variety of sectors, all around the world.
Innovation has been a watchword for A-SAFE since the company’s very beginning, with the business being the inventor and original manufacturer of the world’s first industrial strength polymer barrier safety system. The business continues to pioneer game-changing workplace safety technology to this day, supplying warehouses, factories, airports, car parks and other industrial workplaces worldwide.
A truly global business, the A-SAFE Group is headquartered in the UK and has 17 international subsidiaries, including Germany, France, Italy, Netherlands, Scandinavia, Belgium, Spain, USA, UAE, Japan and Canada, as well as a host of trusted global partners, meaning the business is represented in more than 65 countries worldwide.
The A-SAFE Group operates state-of-the-art manufacturing facilities in the UK and maintains global distribution networks and facilities, allowing the business to provide innovative solutions to the world’s largest and best-known brands including Nestlé, Coca-Cola, BMW, 3M, Heathrow Airport, Unilever, Amazon, and Jaguar Land Rover.
The Role:
The Head of Customer Success will lead a dynamic team of employees dedicated to ensuring exceptional customer experiences and fostering long-term relationships. This role demands a strategic mindset, adeptness in navigating ambiguity, and a passion for driving growth in a fast-paced environment. The Head of CSM will be responsible for supporting our existing customer base while spearheading initiatives to enhance performance and achieve key performance indicators (KPI’s). The Head of Customer Success will play a pivotal role in driving the company's growth and success by ensuring the success and satisfaction of our valued customers.
Responsibilities:
- Team Leadership: Provide visionary leadership to the Customer Success team, fostering a culture of collaboration, innovation, and accountability.
- Strategic Planning: Develop and execute strategic plans to drive customer success objectives aligned with company goals, ensuring sustainable growth and customer satisfaction.
- Performance Management: Establish and monitor KPI’s for the Customer Success team, driving continuous improvement and accountability.
- Customer Advocacy: Serve as a primary advocate for customers, understanding their needs, challenges, and goals to proactively address issues and drive value.
- Relationship Management: Cultivate and maintain strong relationships with key customers, ensuring their ongoing satisfaction and loyalty.
- Cross-functional Collaboration: Collaborate effectively with sales, product management, and other departments to ensure seamless customer experiences and alignment of efforts.
- Training and Development: Develop and implement training programs to enhance the skills and capabilities of the Customer Success team, enabling them to deliver exceptional service and support.
- Customer Feedback Analysis: Gather and analyze customer feedback to identify trends, opportunities, and areas for improvement, driving actionable insights to enhance customer success initiatives.
- Process Optimization: Continuously assess and optimize customer success processes and workflows to streamline operations and improve efficiency.
- Market Insights: Stay abreast of industry trends, competitive dynamics, and market developments, leveraging insights to inform strategic decision-making and enhance customer success strategies.
Skills Needed for Success:
- Leadership: Proven ability to inspire, motivate, and lead teams to achieve excellence.
- Strategic Thinking: Strong strategic planning and execution skills, with the ability to navigate ambiguity and drive results in a rapidly evolving environment.
- Customer Focus: Deep understanding of customer needs and behaviors, with a commitment to delivering exceptional customer experiences.
- Communication: Excellent communication skills, both verbal and written, with the ability to effectively engage and influence stakeholders at all levels.
- Analytical Skills: Strong analytical and problem-solving skills, with the ability to leverage data and insights to drive informed decisions and actions.
- Relationship Management: Exceptional relationship-building skills, with the ability to cultivate and maintain strong partnerships with customers and internal stakeholders.
- Team Development: Demonstrated experience in coaching, mentoring, and developing high-performing teams.
- Adaptability: Flexibility and adaptability to thrive in a fast-paced, dynamic environment, effectively managing competing priorities and deadlines.
- Results Orientation: Track record of driving measurable results and achieving key performance indicators.
- Industry Knowledge: A solid understanding of the industry landscape, market trends, and competitive dynamics relevant to customer success management.
Qualifications:
Necessary:
- Bachelor’s degree in business administration, Marketing, or related field.
- 5+ years of experience in customer success, account management, or related roles.
- 2+ years of experience in a leadership or management position.
- Proven track record of driving customer success and achieving business objectives.
- Familiarity with customer success tools and CRM platforms
Desired:
- Master’s degree in business administration or related field.
- Experience in a high-growth startup or fast-paced environment.
- Strong understanding of SaaS or subscription-based business models.
- Industry certifications in customer success or related areas.
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