Head of Customer Success - London, United Kingdom - Sova Assessment

Description

Head of Customer Success


LOCATION:
London, full time.


CHANGING ASSESSMENT FOR GOOD
Sova is passionate about making a difference. We design precise assessments, making no
harnessing the expertise of our team and the latest digital technology. Every member of our team
contributes to our success and no matter what our area of expertise, we are unified in our commitment
to changing assessment for good and making a difference to our clients.


THE ROLE
The Customer Success Team at Sova is the bridge between sales and customer success. They
provide support for transitioning prospects into active users, often acting as a go-between with other
departments at Sova, such as Marketing, Customer Support, Sales or Product Management.

Customer Success team members at Sova are a strategic and supportive partner for our customers
focused on building loyalty to ensure long-term client retention by presenting product information,
addressing customer issues and helping the sales team with upsells and renewals. They are the
primary contact for customers throughout the lifespan of the account.


WHAT TO EXPECT FROM THE ROLE?
Reporting into the GM for EMEA, this is a Player/Manager role, so we are looking for a Head of
Customer Success who can both manage a small team of 2-3 CSM's and provide ongoing support to
our clients, ensure the platform delivers value to them, and builds a long-standing relationship with the
success of new implementations to increase the business' revenue potential and minimise churn rates
as well as be able to manage, motivate and lead a team.

Responsibilities include supporting customers as they transition from sales prospects, building close
relationships that last a client lifetime, acting as both a Sova expert and their trusted partner and
managing the renewal process.

Ultimately, you will work directly with your team members and with clients to help solve their problems
and ensure their satisfaction while they are an active account with us. You will also work closely with
other employees to ensure customer questions and concerns are addressed in a timely manner.

• Achieve client retention goals (subscription renewals) team and personal goals
• Minimise churn and contraction on subscriptions team and personal goals
• Manage the renewal contracting and invoicing process
• Assist customers with adoption and navigating the Sova platform
• Promote the value of the Sova product
• Embed the product within the client, to help them gain full value and become 'sticky' with us
• Look for Upsell opportunities for the Sales team
• Work closely with Customer Support, Product and Engineering to bring the best solutions and

resolutions to clients

• Promote value through an excellent customer success experience
• Assist in creating training and educational materials
• Join and take part in Client workshops around innovation and adding value
• Review and work to resolve any customer complaints and concerns and seek to improve the

customer experience

• Organising and running quarterly QBR's with clients
• Understand the Sova platform and capability and be technically savvy on the platform (front

and back end)

• Understand the unique client usecases to an indepth degree to best serve the client
• Sustaining business growth and profitability by maximizing by ensuring Renewals are

maintained at no less than 90%

• Ensuring clients are happy with our platform and it delivers the best possible value for them
• Analysing customer data to improve customer experience
• Holding product demonstrations for customers
• Delivering training to customers to ensure platform adoption is high
• Resolving issues for clients through working closely with Customer Support
• Operate as the Client's expert and trusted advisor

2


Achieve operational excellence:

• Function as the voice of the customer and provide internal feedback on how Sova can better

serve our customers.

• Enhance the effectiveness and efficiencies of processes and systems.
• Consider how the CS team can operate as efficiently as possible
• Manage, recruit and develop Customer Success Managers to support business growth.

WHO ARE WE LOOKING FOR?

• Proven work experience as a Customer Success Manager, as a Customer Success leader or

similar role

• Ability to manage and develop people in the team and keep the team striving for success and

optimal performance

• Experience working in recruitment tech and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organisation are essential
• Experience in managing a diverse group of clients and training each according to company

standards

• A cando attitude to and strong desire to support clients for positive outcomes
• Must have a thirst for knowledge, the ability to learn quickly and easily gras