Customer Success Strategic Leader
15 hours ago
Juni Technology AB is a dynamic and ambitious company revolutionizing the future of banking. We aim to empower businesses to operate, grow, and thrive globally by providing them with cutting-edge financial tools and services.
We're looking for an exceptional Director of Customer Success who will play a pivotal role in shaping our customer relationships and driving strategic growth. As a key member of our leadership team, you'll oversee the Customer Success, Account Management, and Customer Experience functions, ensuring our customers derive maximum value from our product.
Key Responsibilities:
- Leadership: Develop and execute a comprehensive Customer Success strategy that aligns with Juni's mission and business goals.
- Team Leadership: Lead, mentor, and inspire the Customer Success, Account Management and Excellence teams, fostering a culture of excellence, accountability, and continuous improvement.
- Cross-functional Collaboration: Work closely with New Business, Product, Comms, and Support teams to ensure alignment and to foster a cohesive customer journey and experience throughout the customer lifecycle.
Team Development
- Recruitment and Onboarding: Build and scale a high-performing Customer Success team through effective recruitment, training, and development in collaboration with Juni's people team.
- Performance Management: Set clear performance metrics, conduct regular team reviews, and provide coaching to drive individual and team success.
- Professional Growth: Create opportunities for skill development, career progression, and knowledge sharing within your domain.
Customer Centricity
- Customer Insights: Develop a deep understanding of Juni's customer needs, challenges, and goals through regular interactions and feedback collection.
- Customer Advocacy: Serve as the voice of the customer within Juni, advocating for customer needs in product development and service enhancements.
- Proactive Engagement: Implement strategies for proactive customer engagement, ensuring early identification of issues and opportunities for improvement and working with product leads to ensure these improvements are actioned.
Stakeholder Management
- Relationship Building: Establish and nurture strong relationships with key customer stakeholders to understand their strategic objectives and ensure alignment with Juni's offerings.
- Executive Reporting: Provide regular updates and insights to senior leadership on customer success metrics, initiatives, and outcomes.
- Partnership Development: Collaborate with partner channel manager and third-party vendors to enhance the overall customer experience and deliver additional value.
Metrics & Reporting
- Net Total Payment Volume Retention (NTPV): Drive initiatives to improve NRR by maximizing customer lifetime value through renewals, upsells, and cross-sells.
- Churn Reduction: Develop and implement strategies to identify at-risk customers and reduce churn.
- Customer Satisfaction Metrics: Track and analyze NPS (Net Promoter Score) and CES (Customer Effort Score) and CSAT (Customer Satisfaction Score) to gauge customer satisfaction and identify areas for improvement.
- Data-Driven Decisions: Utilize data and analytics to drive decision-making, optimize customer success strategies, and measure team performance.
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