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