Head of Customer Success - Aberdeen, United Kingdom - EMBS Technology

EMBS Technology

Verified Company

Aberdeen, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Head of Customer Success (SAAS)

Role summary:
Customer Success, Strategy, Customer Onboarding, Technology Support and Operations - based in Aberdeen on a hybrid basis.

In this era of heightened risk the fusion of AI technology with profound security expertise ushers in a new age of security innovation.

Our client is not just responding to the world's dangers; they're redefining resilience, ensuring that multinational businesses and their people remain secure in the face of global challenges.

Now, respected as the number one innovator in this space, our client is trusted by 7 of the top 10 largest energy companies worldwide.

Their operations span over 40+ countries, with a 24/7 operations centre based in Aberdeen, UK, bolstered by global support teams in the US and UAE.

This expansive reach underscores their commitment to global leadership in security and resilience.

Originating as the technology arm of one of the world's foremost security services companies, our client has been at the forefront of designing, preparing, and responding to challenges in high-threat regions such as the Middle East and Africa.

This wealth of experience has shaped the creation of an integrated, end-to-end risk & resilience management solution, making them pioneers in navigating the complex landscape of security threats.

Their technology platform embodies the zenith of AI and machine learning, their people have world leading, deep technical expertise.

The platform seamlessly integrates multiple big data streams and functional modules into a unified platform, offering real-time situational awareness while assessing potential risks to operations.

It not only escalates and responds to threats but also revolutionises workforce safety and operational resilience, through advanced monitoring and communication capabilities.

The role

Our client's SaaS product mantra is "solve for the customer," a philosophy that addresses the complex and fragmented landscape of security, duty of care, risk intelligence, and critical event management technology.

This approach has led to the development of their technology platform, emphasizing the necessity to streamline and simplify for effectiveness and efficiency.

As the Head of Customer Onboarding & Support, you will embody this mantra, serving as a pivotal figure within the senior management team.

Your role is designed to be the central interface and conduit for multiple essential functional teams—the customer, the delivery, and the success of relationships.

You will drive best practices and focus on continuous improvement to deliver a best-of-breed customer experience.

Your responsibilities include overseeing the deployment and rollout of an increasing volume of new and existing client projects, ensuring a seamless experience from the moment they sign up for our services.

Furthermore, you will lead the customer support team, guaranteeing that customers receive timely and effective assistance whenever they encounter questions or issues.

This permanent role, based in our Aberdeen office, entails involvement in global project delivery, underlining the importance of your position in fostering international client relationships and ensuring the successful adoption and implementation of our technology platform.

Your leadership will be instrumental in not only ensuring the operational success of the platform but also in enhancing the overall customer journey, reinforcing our commitment to solving for the customer at every touchpoint.

Key Responsibilities - split into two key disciplines.

Customer Onboarding

Your team of Implementation Consultants will develop and implement and configure all functional aspects of this highly complex enterprise platform
You will work strategically to build a best of breed customer onboarding strategy for a seamless and positive new customer experience.
Guide the team in creating effective project plans that synchronize with customer and technical expert efforts, detailing key milestones, required data, timelines, etc.
Project manage customer implementations using a standardized, proven process template.
Initiate and manage client setup on the platform, evaluating further implementation needs as they arise.
Regularly monitor, review, and document project progress against agreed timelines and budgets in a management tool.
Maintain open lines of communication with customers, keeping them informed of any project adjustments or overruns.
Collaborate closely with the product team to align the onboarding process with our platform's functionality and service features.

Customer Support

Lead the technical customer support team, offering necessary guidance, training, and support.
Implement and manage a rotation for the customer onboarding and support team.
Set and uphold KPIs and metrics to gauge the success of the onboarding and support efforts.
Identify and implement improvements in the onboarding and support workflows in coll