016 49 85 43
about 1 year ago
Global Head of Customer Success - Software - Dublin City Center
Our client, a multi-national supplier of Software is looking for a Global Head of Customer Success to lead their new Customer/ Application Support Team based in Dublin. The right candidate for this job will have experience leading this function within a Software company, will display a strong leadership and will be highly customer-focused.
What will you do?
- You will lead the Customer Support function and will meet the contractual requirements.
- You will build a team and implement systems and processes to support the scaling of the business.
- You will ensure the team resolves issues in an effective and timely matter.
- You will evaluate the effectiveness of customer support in order to provide feedback and develop recommendations which help determine the direction for the product and support services offered.
- You will establish operational objectives and work plans, and delegate assignments to dedicated support leads for specific customers.
- You will serve as advocate between customers and product engineering to help influence the direction of the company product offerings where appropriate
- You will direct the development of product training workshops for support team members, cross-training global team members on customer deployments outside of home region and maintaining up-to-date customer wiki entries including support, security and privacy obligations.
- You will Interact with senior management or executive levels on matters concerning cross functional areas, divisions, and/or customers.
What do you need?
- You have experience working in Customer-facing or Technical Support roles | 8 + years
- You have experience managing technical support, customer success or being a technical project manager in a Software company | 4 +years
- You are highly effective communicator and leader.
- You have the ability to communicate complex technical concepts to stakeholders at various levels from Engineer to Executive.
- You have a Bachelor's Degree
The Next Step for you:
Should this position be of interest to you please forward your CV to Mauricio Groso from Next Generation Recruitment or alternatively call on the main line. Next Generation are specialists in Data Science, Digital Marketing, IT Contract, IT Permanent, Life Sciences, Marketing, Sales, Supply Chain & Operations. Applications are in strict confidence. Next Generation emphatically stresses, that as an organisation, will not forward your CV or any other personal details to any 3rd parties without your full prior approval.