Head of Customer Success - Fixed Term / Maternity Cover

About the role 

We have an exciting opportunity for someone to come and take the reigns for the next 9 - 12 months whilst our current Head of Customer Success is on leave. This player/manager role is accountable for executing an ongoing, best in class customer experience strategy for customers after go-live. This is delivered by having significant strategic input, hands-on management of selected key accounts, and through the coaching of the tight knit customer success team. 

Key responsibilities: 

  • Working with the leadership team to segment and analyse the Edays customer base, and to organise and lead suitable success strategies and customer engagement plans. Targeted to maximise customer retention, advocacy, and account growth.
  • Managing and growing the customer community including organising and leading online in-person events and communications. Developing a community as a primary mechanism where customers are informed/engaged about best practise and innovation in the edays solution.
  • Developing success plans for selected key enterprise customers to drive 3-5year renewal terms and to promote the value and ROI they receive from using the edays solution.
  • Line managing and coaching the customer success team responsible for all other customer account renewals, and organising key performance criteria to maximise great outcomes.
  • Managing the strategy across the team to ensure all customers are on the latest platform.
  • Working with internal teams to devise customer communications for new features etc.
  • Proactively identifying expansion opportunities across the team for handover to sales team.
  • Ensuring the CRM is always up to date with account activity across the team, including churn risk profiling, early warning signs, and customer health indicators.
  • Delivering the requested reports on customer metrics, customer churn risks and customer health when required.
  • Working with the Support team to analyse support tickets to understand patterns of support requirements amongst customers.
  • Operating as the escalation point for the CS team for help, guidance, and mentorship.
  • Operating as the escalation point for customers when necessary.
  • Proactively providing feedback to engineering and product teams to help drive innovation.
  • Motivating and inspiring team members, helping to foster a culture of inclusion, collaboration and learning within the team.
  • Assisting in the recruitment, training, and onboarding of new team members.

About you 

Our ideal candidate is...

  • An experienced account manager who has a proven track record within another SaaS environment (HR Tech would be awesome). 
  • Customer centric in their outlook with a passion for problem solving, pro-actively looking for solutions to delight our customers.  
  • As we called out, this is a player / manager role so being comfortable with the hands on part of this role is essential along with the confidence and experience to manage other account managers.

Or, know someone who would be a perfect fit? Let them know!

Nottingham

6 Canal St
NG1 7EH Nottingham Directions recruitment@e-days.com 0333 300 3403 View page

Work Perks!

Having a diverse range of perks and rewards for every one of our employees to enjoy is really important for us.

Here's an insight into some of the perks on offer to e-days employees...

 

  • Training & Development

    Opportunities to grow your skills everyday, alongside an annual £1000 personal training budget

  • Benefits

    A benefits package that includes 25 days holiday, FlexTime, pension, annual incentive trip for the whole team, access to Perkbox... and more perks being launched in 2020!

  • Working Environment

    A genuinely friendly and social working environment with regular social events, annual employee awards, Friday beers, exercise clubs, free snacks & fruit, and some of the best pubs in Nottingham on our doorstep

  • Great Location

    An awesome office located in Nottingham city centre (2mins walk from train and tram stations)

Workplace Culture


We're a team of hard working, passionate and ambitious people.

We're really driven to create something truly exciting and innovative for organisations and we want to have lots of fun along the way!

We spend a lot of time working on projects and collaborating with each other during office hours... we know each other pretty well! And we love a social out of hours. From nights out to sports days, exercise clubs to trips abroad. There's always something going on.

 

 

Already working at e-days?

Let’s recruit together and find your next colleague.

email
@e-days.com
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