Chief of Customer Success for fintech company

    Who we are?

    We develops and operates, cloud-based core banking platform for the financial sector. Our technology powers the most advanced decision based on-line services. Our platform is already deployed at Tier1 banks.


    Our Herzlyia office is full of bright and exciting people, who love collaborating to make something brilliant. If working in a dynamic and growing startup with the latest technologies and an energetic team appeals to you, then come and see for yourself.


    Position Overview
    We are looking for a highly motivated Chief of Customer Success who likes to build, scale and excel. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. You will be responsible for all direct customer related activities after contract signature, enabling a smooth onboard, fast ramp-up, high customer satisfaction, and increased customer value.


    The role mission:

    Develop and implement a strong customer centered culture.

    Foster customer engagement and satisfaction.

    Assemble your own world-class team.

    Create a dynamic customer community and promote network effects.

    Convert customers into our enthusiasts.


    Responsibilities:
    Leading, expanding, and mentoring the Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs);

    hiring, training, and developing a world-class team
    Driving customer lifetime value by defining the customer journey;

    deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
    Increase renewal rates and reduce churn

    Influence future lifetime value through higher product adoption
    Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
    Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer

    Build a global professional services organization to support customers from onboarding and training through to long-term multi-stage transformation project

    Partnering very closely with our sales team to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them

    Define and optimize the customer lifecycle:
    Standardize data collection and interventions for each point in the customer journey

    Define the segmentation of the customer base and the appropriate service levels for each segment, based on factors such as deal size and marketing maturity

    Identify opportunities for continuous improvement, and implement them
    Create company-wide culture of Customer Success

     

    Requirements:
    10+ years of experience in a Customer Success and/or Professional Services leadership role
    Experience building and managing Customer Success and/or Professional Services teams in a fast-paced, dynamic environment
    A true love for customers
    Ability to move quickly and iterate
    Technical and SaaS experience and an ability to speak to technical customers in their language
    A strong strategic vision for the customer experience, professional services, and customer support
    Experience as a CSM for a Fintech company
    The ability to architect services and support customer, deliver customer value and scale with growth projections
    A strong customer advocate with the ability and willingness to engage directly with customers
    Ability to communicate well with individuals, teams, partners and at industry level events
    A track record of developing and mentoring great talent, and building and motivating high achieving teams
    Understanding of the balance between internal services, external partners and how to use both effectively to support customers and grow quickly
    Effective and productive collaborator to drive cross-functional initiatives
    Empathy, humility and listening skills

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