Head of Customer Success

We are Earnix

Description

We believe that for Financial Institutions, personalization is key to increased customer satisfaction and loyalty as well as to improved business results. ​ 

Recognizing the complexities of financial products, Earnix provides an end-to-end Pricing and Product Personalization Software Suite, driven by world-class data science, analytical modeling tools, and integrated machine learning.  

The Earnix 3D Personalization Suite empowers Financial Institutions to offer the RIGHT PRODUCT, at the RIGHT PRICE, at the RIGHT TIME, WHILE MAXIMIZING BUSINESS KPIs, ensuring governance & compliance, and improving the enterprise-wide end-to-end product personalization and pricing process. 

Job Description:

We are looking for a Head of Customer Success to join our Operation group.

Responsibilities:

  • Manage a Global Team of customer success managers

  • Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors

  • Be the customer advocate in the organization and ensure the customer voice is heard

  • Manage customer churn and take proactive approach to ensure customer happiness

  • Ensure the timely and successful delivery of Earnix solutions according to customer needs in a timely manner

  • Create effective customer service procedures, policies, and standards.

  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis

  • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders

  • Work with the Sales team to onboard and integrate new clients and developing existing client relationships

  • Maintain accurate records and document all customer service activities and discussions

  • Assess service statistics and prepare detailed reports on your findings.

  • Forecast and track key account metrics

  • Monitor and analyze customer's usage of our product

  • Stay informed on the latest industry techniques and methods.

Requirements

Requirements:

  • 10+ years of a proven experience in a customer success position in global high-tech/fintech companies

  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level

  • Experience in delivering client-focused solutions based on customer needs

  • Proven ability to manage multiple projects at a time while paying strict attention to detail

  • Outstanding written and verbal communication skills

  • Good understanding of management practices and techniques

  • Excellent leadership and interpersonal skills. Natural relationship builder with integrity, reliability and maturity

  • Self-motivated and able to thrive in a results-driven environment

  • Critical thinking and problem-solving skills

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