Вакансия Head of Customer Success Department

Responsibilities:

— Launching of Account Management function through driving and developing account specific growth strategies and approaches, establishing industry leading initiatives in order to solidify Company position as a market maker.
— Leadership over Customer Success department through the implementation of a customer based mode of operation, clarification of business’s strategic account planning processes and development performance objectives, sales targets, and critical milestones.
— Establishment of VIP Customer Support best practices through creating policies and procedures that optimize the customer experience (service standards, scoring system integration etc.).
— Cross-functional collaboration with necessary departments/teams (Marketing, Compliance and Finance Support etc.) in order to facilitate smooth achievement of account management objectives and to surpass customer expectations.
— Identification of product improvement opportunities and work with Product teams to develop new features and functionality within the solution to support customer objectives. Participation in developing customer loyalty programs with further implementation.
— Research and data collection on the customers (e.g. focus-group marketing surveys) to ensure customer base growth plans, measurement, performance benchmarking, troubleshooting performance gaps, formulating and nurturing outstanding initiatives.

Requirements:

— Minimum three (3) plus years of experience at managerial role in sales (b2b, b2c) or account management.
— Experience of team supervision of ten (10) plus subordinates.
— Advanced English (written and oral).
— Strong customer-focus and service orientation.
— Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
— Ability to consult with customers’ remotely at the executive level, and at the business operation and technical levels.
— Strong analytical and problem-solving abilities.
— Basic knowledge of project management.

What we offer:

— Paid vacation and sick leave.
— Сhallenging and interesting project.
— Comfortable working environment.
— Friendly team of professionals.