Job Ref: 215696376

Date: 2022-01-31 17:54:45

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Our client provides the technology to enable hospitality venues to interact with their customers through one solution. Its ground-breaking mobile app and solutions platform delivers increased opportunities for both consumers and businesses. It is a dynamic mobile technology company specialising in the innovative use of mobile and cloud technologies to simplify and speed up consumer/merchant interaction.

Already, they are disrupting the Market providing Ordering and Payment solutions to over a thousand Bars and Restaurants and are adding to them every day

The role is within a business that was a fast-paced start-up, now heading into year 3, where strategy is high scale growth. So, it will require an engaged hands-on approach, with a readiness to engage in activities outside of the formal job role. The successful candidate should be passionate, energetic and excited by the prospect of owning a team, who like themselves, are motivated by driving the best customer relationships, within hospitality.

Role:

Our client is looking for a dynamic leader to join them as their Head of Customer Success & Support. This person should be able to take on the challenge of driving everything linked to Customer Success. Setting KPIs, strategies and redefining what Success and Support means, within our client’s business. You will have a blank sheet, to work from, on how your team will be measured and deliver the best Customer Success and Support to their portfolio of clients.

Main Responsibilities:

Managing and nurturing the relationships with their clients, maintaining regular contact, focusing on their retention, product usage and transactional performance.

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You will need a detailed and strong understanding of the product, translating this to the needs of the partners and working closely with the support team to ensure a seamless service experience.

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Recognising and seeking out commercial opportunities where partners could mutually benefit from an augmented use or engagement with the product.

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Driving marketing and your customer comms when new features are released and ensuring these are understood by the customers, and where appropriate upselling the feature to the right customer.

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You should expect to spend lots of time with your customers through regular, on-site visits to key accounts and video meetings with others.

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You’ll prepare and lead Quarterly Business Reviews (QBRs), monthly reporting, show & tell sessions and product training workshops for your customers, ensuring they are effective. You subsequently ensure any actions that arise as part of these sessions are dealt with and the customer informed accordingly.

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You’ll ensure your teams understand their customer’s business, including what their plans are for the short, medium and long term, and how your team can pro-actively help them shape those plans, being their go-to partner as a result.

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It will involve being a central part of the customer success team underpinning the work of the partners using the product and ensuring they get the most out of the service.

Skills and Experience:

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Must have experience of setting strategies, KPIs and Key Measurables, for Customer Success and Support teams.

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Must have an excellent understanding of the hospitality industry.

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Ideally you will have a background of working in a software environment.

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Experience of working in a metrics and data driven environment and be excellent at using data and information to demonstrate delivery of business value to customers.

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Experienced and proficient in complaint handling and using this to subsequently capture and communicate resulting client requirements and turning them into product ambassadors.

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Experience of leading high performing teams in a fast-paced environment.

This is a fast-paced company with lots going on, presenting a challenging agenda for the future. It is also an incredibly rewarding company in which to work and this role presents an opportunity to make a difference to the organisation and move it forward significantly

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