Subregional Head of Customer Success
Your role
- Supports Head of Customer Success - EMEA in relation to the overall performance of the Customer Success function.
- Leads Regional / Sub Regional Customer Success teams aligned to the Global Operating Model to achieve Business Unit and corporate goals and objectives.
- Accountable for developing and maintaining Regional / Sub Regional Customer Success relationships with all internal cross functional teams to ensure scope and policies of the Customer Success function are clear and adhered to.
- Responsible for implementation of Global Customer Success defined responsibilities and processes including Customer Health, Customer Lifecycle, and Customer Onboarding within the Region / Sub Region.
- Accountable for attainment of appropriate key performance indicators to measure the success of the overall Customer Success function within the Region / Sub Region across in scope customers.
- Accountable for overall post sales customer health for in scope customers across
- Client Engagement – Meeting cadence, attendance, frequency
- Service Management – SLA attainment including implementation and support risk.
- Financial Health – Aged debt and churn risk
- Product utilization – Customer consumption and awareness gap - Support Regional / Sub Regional Customer Success Managers and teams with
- Attendance at customer facing service review & CBR/EBR meetings.
- Enhanced Red event customer communication during & post incident.
- Regional service-related customer escalations and complaints - Represent Regional / Sub Regional Customer Success on Global internal initiatives that impact the customer journey through change in system, process, and product
- Accountable for identifying and driving opportunities for service improvement through accountable Global functional teams and process owners.
What you’ll need
- Educated to Degree level, preferably in a related discipline (i.e.: Bachelor’s degree in economics; MBA etc.) or equivalent work experience in a customer relationship management role.
Minimum 5+ years of experience in a customer facing roles in a Global service company, preferably a utility, data centre, IT, or telecommunications company.
Proven experience in effectively leading and managing teams across geographically dispersed locations.
Experience with Service Management, preferably of more complex international customers with equal verbal, analytical, presentation and writing skills.
Advanced level proficiency in the use of MS Productivity tools, including Word, Access, Excel, Visio, Project
- Supports Head of Customer Success - EMEA in relation to the overall performance of the Customer Success function.
- Leads Regional / Sub Regional Customer Success teams aligned to the Global Operating Model to achieve Business Unit and corporate goals and objectives.
- Accountable for developing and maintaining Regional / Sub Regional Customer Success relationships with all internal cross functional teams to ensure scope and policies of the Customer Success function are clear and adhered to.
- Responsible for implementation of Global Customer Success defined responsibilities and processes including Customer Health, Customer Lifecycle, and Customer Onboarding within the Region / Sub Region.
- Accountable for attainment of appropriate key performance indicators to measure the success of the overall Customer Success function within the Region / Sub Region across in scope customers.
- Accountable for overall post sales customer health for in scope customers across
- Client Engagement – Meeting cadence, attendance, frequency
- Service Management – SLA attainment including implementation and support risk.
- Financial Health – Aged debt and churn risk
- Product utilization – Customer consumption and awareness gap - Support Regional / Sub Regional Customer Success Managers and teams with
- Attendance at customer facing service review & CBR/EBR meetings.
- Enhanced Red event customer communication during & post incident.
- Regional service-related customer escalations and complaints - Represent Regional / Sub Regional Customer Success on Global internal initiatives that impact the customer journey through change in system, process, and product
- Accountable for identifying and driving opportunities for service improvement through accountable Global functional teams and process owners.
- Educated to Degree level, preferably in a related discipline (i.e.: Bachelor’s degree in economics; MBA etc.) or equivalent work experience in a customer relationship management role.
Minimum 5+ years of experience in a customer facing roles in a Global service company, preferably a utility, data centre, IT, or telecommunications company.
Proven experience in effectively leading and managing teams across geographically dispersed locations.
Experience with Service Management, preferably of more complex international customers with equal verbal, analytical, presentation and writing skills.
Advanced level proficiency in the use of MS Productivity tools, including Word, Access, Excel, Visio, Project