About Edays

We are on a mission to create a world of work where absence truly matters, and we enable our users to enrich their life experience and well-being.

We are a key SaaS player within HR tech and rank among the key players in the industry. We are heading to an exciting new phase, #newworld, built from our passion for innovation and growth with our values of Real Humans, Joy, Tribe, Hustle and Left Field at the heart of everything we do.

#newworld isn't possible without amazing talented people, we need creative thinkers, market disrupters and change makers to ensure that we get there!

About the role

We have arrived at an exciting point in our journey that warrants the need for an
inspirational leader, who can take our customer experience to the next level and take
strategic ownership of three key customer facing teams within Edays.

Reporting to the CEO, this role is responsible for the overall customer relationship to
make sure we deliver a positive experience for every customer from onboarding to
resolving issues. The role is responsible for the design, planning and execution of
best practice, end-to-end customer experiences across all stages of the customer
journey, maximising a ‘customers for life’ objective.

The role is delivered by providing significant strategic input and working
collaboratively with the rest of the executive team, and having line management
responsibility for professional services (onboarding and training), support and
customer success teams.

In the role you will be responsible for:

• Be the ‘voice of the customer’ on the Edays executive team, ensuring
  alignment across all other areas of the business, including sales,
  marketing, finance and engineering
  • Provide inspirational leadership and coaching to the heads of each team
  and other team members when required. Embedding appropriate
  operational metrics, goal setting and cadences for the teams to drive
  operational excellence.
  • Set the strategy and oversee the execution of best practice end-to-end
  customer journeys, across SME, mid-market and enterprise customer
  segments.
  • Optimise the efficiency of onboarding, including full self-service for smaller
  customers, and ensure exceptional delivery quality, assuring a rapid time-to-value for all customers.
  • Develop and implement customer retention strategies to minimise
  customer churn, while maximising renewal value and driving customer
  advocacy.
  • Develop multiple customer success metrics to monitor and create insight
  into customer relationship health. Ongoing analysis of metrics to provide
  input for retention strategies and cross-company collaborations. (Edays
  utilizes number of systems in place, including: ChurnZero, Freshdesk,
  Teamwork and Salesforce to help with collecting and analysing data for
  metrics.)
  • Design and execute technical customer support strategies to aid self-service support, resulting in rapid successful resolutions to customer
  queries.
  • Close work with the Customer Success team to spend time with larger
  customers to understand their current and future needs, driving
  requirements back into product development, increasing product feature
  and option adoption, and improving customer satisfaction and lifetime
  value.
  • Collaboration with sales and engineering to create and implement a
  comprehensive partner enablement strategy. Enabling partners to upskill
  and provide a full self-service model for mid-market and enterprise
  customers.

About you 

• Inspiring individuals with a proven track record in leading customer focused teams
• Experience working in a fast-paced SaaS organization
• Exceptional ability to lead, coach, inspire and communicate at all levels
• Experience in transforming the customer journey and implementing long lasting improvement to processes and ways of working
• Highly developed business acumen and commercial aptitude

More than just free fruit

Absence matters: We practice what we preach and lead from the front. We offer 28 days annual leave, plus bank holidays. In addition to that, we offer 2 Me days, unlimited compassionate leave, and parental leave that encourages you to spend time with your family and focus on the things that matter - all in place to ensure you always have the time you need to live your best life.

Learning Matters: We are here to support you in your development so you can grow in your career. You will have £1000 learning budget per year, as well as 5 paid training days throughout the year. We use Insight Discovery and are obsessed with coaching, so you have everything you need to develop your skills.

Experience Matters: We have an environment that allows you to bring your real self to the workplace and we want to celebrate your life journeys - whether that is a wedding or moving house! We also want you to have experience full of Joy here with us, so we run social events, team nights out, and even away days!

Wellbeing Matters: Your wellbeing is a top priority, so we have the tools for you to be in control - Employees have access to subscriptions to CALM or Headspace, access to a Mental Health First Aider, Reward Gateways to support you and Employee Assistance Programme.