Head of Customer Operations EMEA



Head of Customer Operations EMEA

Head of Customer Operations EMEA.

We're looking for a candidate to fill this position in an exciting company.

• You report to the VP Europe and you’re in charge of all client facing operations in Europe. There are no counterpart in other geographies.

• You’re accountable of the client-base’s satisfaction and adoption and of all the associated metrics except upsell. You own all client-related processes except sales and finance ones. You guarantee the perfect execution of these processes.

• Working closely with the Head of Sales and thanks to your team of experts your goals are to:

• Guarantee a low churn by engaging our clients in a strong relationship

• Guarantee clients achieve impact and adopt the solution on a daily basis

• Shorten the sales cycles and increase conversion rates in the sales funnel for newbiz and upsell

• Provide the best clients experience at each step of their journey with us

• We expect from you that you:

• Set a clear vision of what should be done to maximize client experience and enforce this vision

• Be data-driven and transcript your vision into an end to end customer operations dashboard

• Monitor closely all interactions with our clients to continuously improve our processes and our organisation

• You’re the first aware of a client-related problem. You plan actions and communication to fix the situation.

• Inspire your team to drive proactivity in clients interaction


• You monitor our client base to identify actions to take to improve client satisfaction overall

• You set strategy and plan of actions account by account with the Head of Sales and follow the execution of these actions

• You interact with clients to get direct feedbacks from them on how we perform and how we should improve

• You extinguish fire before they start, when it’s just sparks

• You prepare a green field for account managers that will upsell

• You have 10+ years experience dealing with clients, from pre-sales to post-sales

• You’re obsess...

  • Type d'emploi
    Temps plein

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Toucan Toco

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