Job Description
Head of Customer Success
Software products
Key Responsibilities
- Contribute to the design and implementation of a customer experience roadmap, ensuring a seamless and intuitive journey across all touchpoints while enhancing efficiency through SLA and KPI monitoring.
- Continuously monitor, refine, and improve customer service channels to ensure quick and efficient issue resolution while maintaining compliance with service standards.
- Advocate for customer needs to the product team, driving enhancements and ensuring the smooth adoption of updates and best practices.
- Mentor and develop a high-performing, customer-focused team while fostering continuous learning and collaboration.
- Deliver implementation, training, and consulting services while optimizing tailored service plans for improved product adoption and quality outcomes.
- Track and analyze key metrics to provide actionable insights for continuous improvement.
- Partner with key departments to align customer experiences, contribute to success stories, and promote knowledge sharing.
Qualifications and Experience
- 5 to 10 years of experience in the IT industry (Product, Engineering, or Support).
- Bachelor’s or Master’s degree in Marketing, Operations, Business, or a related field.
- Previous experience with Point-of-Sales (POS) or ERP solutions is a definite advantage.
- Possesses a broad skill set, including project management, strategic planning, data analysis, customer relations, and cross-functional collaboration.
- Strong technical proficiency combined with excellent written and verbal communication skills, as well as leadership abilities.
- Hands-on experience with CRM systems, social media management tools, and chat support platforms.
- Willingness to learn Nvision products.
Send your CV to hr@n-vision.com. Mention job title in the email subject.
www.n-vision.com