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Head of Customer Success

Head of Customer Success

Job Title: Head of Customer Success
Contract Type: Permanent
Location: San Gwann, Malta
Salary: Salary is €50000 - €60000
Reference: 3211
Contact Name: Mark Sims
Job Published: December 06, 2017 14:19

Job Description

An online payments provider with a niche in the global gaming sector is seeking a Head of Customer Success. As Head of Customer Success your main objective will be to empower and help users to achieve complete satisfaction by delivering outstanding staffed and self-service support. 

You will be responsible for:

  • Delivering world-class support (in terms of both availability and level of service) to customers
  • Leading a world-class Customer Success team by:  
    • Recruiting experienced team members who are as personable as they are full of potential
    • Encouraging collaboration within the team
    • Creating a rapid onboarding / training process for new team members
  • Develop and maintain a hiring strategy that ensures adequate capacity and capability coverage.
  • Reduce the time to resolution on support channels. This will mean continuously identifying underlying challenges related to processes, people and product and suggesting suitable plans of action.
  • Measure and improve the customer experience by consciously monitoring—and taking to heart—user’s satisfaction and product usage.
  • Directly work with marketing leads on initiatives that support growth and the customer’s journeys.
  • Measuring the effectiveness of the Customer Success team through metrics and company-wide KPIs.
  • Development, budgeting and continual refinement of the customer experience strategy.

 To be a strong candidate:

  • You have proven experience (minimum 4 years) in building and leading customer success teams that work with a truly global customer base.
  • You have an analytical and process-oriented mind-set.
  • You have proven leadership skills and the ability to inspire others.
  • You have experience in communicating with C-level and senior executives.
  • You have the ability to think critically on the spot and problem-solve in a fast-paced environment.
  • You understand the data-driven metrics behind customer success.
  • You have experience in the payments space. Knowledge of KYC and AML procedures are considered an asset.