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
• DAY TO DAY
• 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