Head of Customer Success

Overview

Our client is seeking a Head of Customer Success to support a Social Housing technology provider in Warrington. The Head of Customer Success role is a new position for the business and will be predominantly field-based. Whoever takes on the post will be responsible for growing relationships with existing clients, managing a small team focused on growing engagement all whilst being very solution focused.

Responsibilities

• Ensuring that superb relationships exist throughout business clients
• Setting Key Account Objectives per account, reporting on service adoption through data and plans on agreed targets
• Leading the customer success function, setting, managing and inspecting team members goals and objectives to ensure overall goals are met
• Supporting the team with resident and staff presentations
• Taking responsibility for all client reporting, producing high-quality reports and presentations on all aspects of the use of service, capturing customer and client feedback
• Leading on strategic clients quarterly review meetings, presenting the latest status of all accounts and pulling in other colleagues as needed to support
• Working with the Head of Marketing and Head of Client Development to create a three‑year Customer Success Journey building out a drafted framework
• Liaising with the Head of People to create content for our Learning Management System, covering but not limited to client staff training, presentations and installer training
• Developing a return on investment model of services
• Identifying service improvements in conjunction with Technical and Operations teams

Qualifications

• Experience in a business development, client management or client relationship role
• Experience working with vulnerable people or charities
• An ability to work flexibly

Equal Opportunity Statement

Avalon, trading name of Spirehouse Recruitment Limited, is an equal opportunities employment business and employment agency. We practice a diverse and inclusive recruitment process that ensures equal opportunity for all individuals.

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