Head of Support - Customer Success

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Head of Support - Customer Success

  • Location: Milton Keynes
  • Salary: £55000 - £60000 per annum + 20k Bonus per year
  • Job Type:Permanent

Posted 16 days ago

Head of Support
Joining the strategic management team at leading Software company with an excellent market share, you will manage support teams across multiple brands and shape/devlop customer processes.
Whilst leading a team of 13 you will also have the chance to shape customer success processes including products demos and user forums. There's an additional bonus of 15-20k for this aspect based on individual performance.
The support team takes over 8,000 tickets a year and spans 2 locations. There are team leaders in place at both sites you will work with on processes to support and enable you to focus more time on customers.


Role/Responsibilities
You are responsible for the performance, development and growth of our customer support team, reporting to the Chief Transformation Officer, and contributing to our Strategic Management Team
Reaching out to our market, engaging with our customers and representing us with user communities, sector associations and related events
Communication strategy and execution - internal and external
Our learning and development programme, including best practice, articles and knowledge base
Performance and support of staff, regular 1-1s, quarterly reviews and annual appraisals
Tracking Key Performance Indicators and SLAs
Process design, efficiency and effectiveness, staff structure and planning, practising continuous improvement (plan, do, review, act)
Co-ordinating, reporting and communicating with other departments including R&D (and our 3rd line team), Sales, Customer Success, Professional Services, Marketing, Finance, the SMT and the Board
Point of escalation for security incidents, client SLA breaches, service issues, and feedback
Encourage a culture of empowerment, within our business and with our customers
Engage with our community, across our business and with our customers and their representative groups
Innovate, taking ideas that create better processes, solutions and outcomes
Help us all evolve through continuous improvement; plan, deliver and implement, measure and check progress, review, learn and take action.

Competencies


Leadership - accountable for actions, maintains confidentiality, supports company values
Customer centric - anticipates and creatively meets customer needs and proactively addresses emerging trends, negotiates and influences
Team building - maintains a shared sense of commitment, co-operation, spirit and pride
Execution - meets corporate objectives by delivering services to plan and motivated to achieve excellence
Initiative - takes independent action, solves problems, seeks out new responsibilities, practices self-development
Innovation - generates new ideas, alternatives and possibilities used in problem solving to implement smarter ways of doing things
Strategic - thinks longer term, planning for the future as well as the present
Communication - listens actively, communicates in a timely manner, manages conflict, effectively expresses ideas, selling new ideas and services internally and externally