Head of Customer Success Job Description

Head of Customer Success Job Description Template

Our company is looking for a Head of Customer Success to join our team.

Lead client engagement with key stakeholders;
Occasional evening and weekend on-site event/rep management may be required;
Work closely with the Venue and Accounts Lead on all contract re-negotiation;
Devise and deliver strategic frameworks for account management processes;
Strategically add value to key clients by offering added value, whilst enabling the client to realize ROI;
Develop the key relationships within the client, ensuring the customer is maximizing their utilisation of product and services that are provided;
To be fully accountable for the day-to-day management of the IT Manages Services delivered into key accounts;
Work closely with product and proposition teams to develop new solutions and services;
Lead and train staff on existing and new account management procedures;
Utilise knowledge of the DICE platform and industry best practices to provide superb consultative support;
Work cross-functionally with our Music, Marketing, Event, and Partner services teams to drive strategic growth;
Grow managed service revenue through new and existing channels;
Build and maintain valued relationships with our partners to drive partner revenue and ensure retention;
Lead and develop key service clients;
Be the primary point of contact and escalation for all Account Managers.

A passion for building valued relationships with partners and managing the financial impact that customers make to the overall organisation;
Industry experience as an account manager, driving customer retention and fostering meaningful customer relationships;
Experience of managing and leading a team to deliver to targets and drive YoY revenue growth;
Proven leadership and customer relationship skills;
Excellent communication skills, great attention to detail, and a resourceful attitude;
Global experience would be desirable, but not essential;
Strong organisational skills and superb capabilities with managing multiple high priority projects simultaneously and successfully;
An analytical and results-focused mindset;
Confident in pitching and negotiation.