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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