وظائف شاغرة للحاسوب لدى شركة تجارة الكترونية في الاردن

تعلن  شركة ShopGo في عمان - الاردن عن حاجتها الى :

Head of Customer Success

Job Description:

Given our business model, where our customers pay us over time, Customer Success is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service. As such, we need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.). 

Responsibilities

• Drive Customer Success Outcomes
• Increase renewal rates and reduce churn
• Expand our revenue in accounts through cross-selling and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Define and Optimize Customer Lifecycle
• Map customer journey
• Develop listening points in the journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in the journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in the industry
   
• Manage Customer Success Activities
  • Onboarding
  • Training
  • Professional Services
  • Customer Support
  • Customer Success Management
  • Renewals
  • Cross-sell / Up-sell
  • Advocacy
• Measure the Effectiveness of Customer Success
  • Define operational metrics for team
  • Establish a system for tracking metrics
  • Create cadence for review within the team
  • Expose a subset of metrics to executive team, company and board
• Lead World-class Customer Success Team
  • Recruit experienced leaders for each functional role
  • Attract high potential individual contributors into the team
  • Create rapid onboarding process for new team members
  • Foster collaboration within the team and across the customer lifecycle
  • Encourage continuous learning within the team
     
• Enhance Effectiveness and Efficiency Through Technology
  • Support systems
  • Customer marketing software
  • Reference and advocacy solutions
  • Customer Success Management platform
     
• Inspire Customer Success Across Company
  • Create a company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of the ideal customer
  • Create a company-wide customer feedback loop

Required Experience/Skills:

• 5+ years experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science or related degrees
  
  
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