Head of Customer Success - Malta

SpotOn International

Lisbon, Portugal

Last shared 248 days ago

Job Details

Experience

3 - 6 years

Employment Type

Full-time

Employer Job ID

HCS

Industry Sector

Functional Area

Financial Services Customer Service
Job Description
Role Overview:
You will act as a champion for our users, in a leadership position. This involves being a visionary leader for the Customer Success team. Your main objectives will be to be empower and help our users by delivering outstanding staffed and self-service support.

Responsibilities:
- Delivering world-class support (in terms of both availability and level of service) to our customers
- Leading a world-class Customer Success team by:
    - recruiting experienced and high potential team members
    - encouraging collaboration within the team
    - creating a rapid onboarding/training process for new team members
    - develop and maintain a hiring strategy that ensures adequate capacity and capability coverage
- Observing and identifying underlying challenges related to systems, people, and processes to reduce time to resolution on our support channels while also improving the overall experience
- Focusing on delivering value to our customers by championing changes to the product that will increase product usage, success and satisfaction

Requirements;
- 4+ years of proven track record in building and leading customer success teams dealing with a global customer base
- Analytical and process-oriented mindset
- Proven leadership skills and the ability to inspire others
- Experience in communicating and presenting to C-level and senior executives
- Ability to think critically and problem-solve in a fast-paced environment
- Understanding of metrics such as Churn, NPS, LTV
- Experience in the payments space and knowledge of KYC and AML procedures considered an asset
Company Description
Our client is a very well known and established Payment Services Provider with Head Quarters based in Malta. At the moment, they are expanding the the Customer Success department and are seeking to recruit a Head of Customer Success.

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