Banyan Software - Head of Customer Success - Intuitive
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Responsibilities
• Customer Delivery Outcomes • Own end-to-end customer delivery outcomes for iVector across new and existing customers • Set and hold standards on key measures - on-time/on-scope delivery, escalation reduction, NPS uplift, and post-project CSAT • Hold the business to account on delivery commitments • New Customer Implementations • Lead new customer implementations from kick-off through go-live - scope, plan, milestones, steering and external communications • Define and run our implementation methodology • Coordinate cross-functional resource and secure delivery commitments from each function • Existing Customers & Change Requests • Own triage and routing for customer requests (excluding technical support) • Plan and oversee delivery of approved change requests, own the customer-facing communications • Create processes for customer requests that don’t fit the high volume support or development tracks (e.g. training, knowledge base, project ideas, problem areas) • Increase visibility and decrease the need for for customers to chase • Cross-functional Processes • Build and run the operating engine that keeps customer delivery on track. Provide visibility, priority calls and status reporting, internally and externally • Secure commitments from Dev, Product, Ops, Engineering and Support; track and escalate variance • Where process is missing or weak, design it with the function and operationalise • Scope, Commercials & Discipline • Box scope upfront; push back on vague briefs; flag commercial risk early before it becomes a retrospective ask • Partner with Account Management on customer-facing commercial conversations • Own incident reports - produce, circulate, drive corrective action • Strategy & Leadership Team • Represent customer outcomes at the leadership team; challenge internal-convenience-first thinking • Partner with the CCO on commercial priorities and the CEO on strategic direction • Build the function - recruit or contract with PMs and CSMs to increase capacity as demand grows • Our Values • Creative agility • Positive energy
Benefits
• 25 days annual leave entitlement rising to 27 after two years, plus bank holidays • Free access to gym and gym classes on-site • Private medical insurance, incl Virtual GP, mental health support, Working Body physio and more • Company pension scheme • Access to Perkbox - discounts on days out, gyms, restaurants, retail, plus Employee Assistance Programme and freebies • Flexible working hours • Hybrid office/remote working environment - dependent on business requirements - currently 2 days in the office expected • Cafe on-site • Selection of fresh fruit available daily, with "beer o'clock" once a week • Access to any training resources e.g. Pluralsight, books • Season ticket loan (interest free, paid over 12 months) • Opportunity to buy or sell up to 5 days’ holiday • Leave on demand days (up to 3 days a year out of holiday entitlement – must be taken in single days) • Recommend a friend (£500 per successful referral, paid after completion of probation) • Access to the Cycle to Work scheme • Regular social events • (NB. With the exception of annual leave, all benefits are non-contractual and subject to change at any time)
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