- Lead, coach and manage a team of CSM's, ensuring the continual professional growth of the team and the individuals within it. This would include formally documented PDP for each team member.
- In conjunction with the UK GM & wider UK Leadership, build a customer engagement strategy that supports the overall goals of Dext's UK business.
- Partner with internal stakeholders to ensure we continually iterate and improve upon all areas of our customer engagements; primarily focused on the onboarding, training & education we provide throughout the customer journey.
- Identify and propose scalable solutions to manage our smaller accounts effectively, ensuring they feel highly supported and serviced as well
- Foster a team-oriented environment that drives collaboration and idea generation
- Collaborate with Marketing to ensure our customer marketing is aligned, helping drive customer advocacy from successful engagements.
- Collate, understand and share key insights with our Product teams to support the build of new products and enhancement of existing products
- Develop detailed expertise in the Dext suite of products
- Ensure the team are able to educate & consult with customers on how to both use and implement the Dext suite of products across their practice and client base, offering value add best practice guidance
- Act as the voice of the customer within the company, sharing feedback from partners on level of service, experience with the product etc.
- Lead team to achieve weekly call/meeting KPI's
- Working towards and achieving your monthly net client retention KPIs
- Working closely with the Account Management team to devise monthly plans around minimising churn.
- UK Leadership
- Account Management & new sales
- Product
- Support
- Marketing
- Working directly with decision makers across the Partner (customer) base.
- Active Clients added
- Time to value
- Time to onboard partners
- Ensure team meet activity KPI's to deliver an exceptional customer experience
- 3-5 years relevant and proven leadership experience within Customer Success
- Experience in developing and implementing Customer Success strategies and initiatives.
- Excellent communicator, able to build strong relationships with internal and external stakeholders at a senior level
- Experience in coaching and developing Customer Success teams to fulfil their potential and achieve set targets.
- Process driven and numerically confident
- Able to prioritise work effectively to maximise team's time spent with Dext's customers
- Strong problem solver
- Strong strategic planning and execution skills.
- Proficiency in CRM systems
- Experience within a fast paced and innovative environment
- Software or SaaS experience
- Previous work in the accounting and bookkeeping sector beneficial, but not essential
- Fintech experience also beneficial, but not essential
- Motivated by KPI and target driven roles
- Team player who works with others to deliver results, contributing to the group and ensuring the team's needs comes first
- A high performer who consistently achieves results, always learning and seeking ways to make yourself and others better.
- Someone with humility & integrity, who ensures they fulfil their commitments to others and always engages with positive intent
- Brave & willing to try new approaches that can lead to exceptional results
- Experience working towards targets/ quotas
- Able to negotiate win-win scenarios.
- A competitive salary;
- Flexible working;
- 25 days off plus bank holidays, volunteering days, summer hours and a day off the week of your birthday;
- Employer-paid private medical insurance and health cash plan (Medicash - reloadable shopping cards, cinema ticket discounts, online discounts and more);
- Cycle to work scheme;
- Access to the Learnably platform where you can spend your annual L&D allowance - ;
- Payroll giving;
- Income protection;
- Mental health support through .
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Head of Customer Success - London, United Kingdom - Dext
Description
The role
- what you'll do:Stakeholders they will collaborate with
Internal stakeholders
External stakeholders
Goals & Objectives
About you - what we are looking for:
Below are our ideal requirements, but we hire on potential, not just on experience, and we know that some people are less likely to apply for a role if they don't meet 100% of the criteria. At Dext we are committed to cultivating a diverse, inclusive and empowering culture, so please apply if you meet the majority of these competencies. You can read more about our Diversity & Inclusion commitments here
Skills Requirements
Essentials
Knowledge
Essentials
Desirables
Behaviours
Essentials
Desirables
What you will be part of - our values, culture and behaviours:
We are a highly ambitious, innovative, market-leading FinTech. We are a global, Private Equity backed business (HgCapital), but we have the dexterity and pace of a scale-up. We are uncompromising in our desire to achieve our best, day-in day-out, and we have three clear values which guide everything we do:
Be Brave - Everyone in the company has a voice to challenge ideas and the status quo.
Be Exceptional - We set high standards for ourselves. We aim to be exceptional at what we do.
Be Together - We are one team. There is no such thing as individual success without team success.
Our behaviours are how we practically live and breathe our values and are an essential part of life at Dext. Our behaviours guide us, and inform the way in which we communicate, collaborate and support each other. They are:
Be Diverse, be Courageous, be Considerate, be Transparent, be Focused, be Accountable, and above all, be Dexterous
Benefits
What we will give you - the perks: