Head of Customer Success (offline)

Currently, we are looking for a Head of Customer Success to join our team in Kyiv, Ukraine. And we also offer 3000$ referral bonus in case of successful hire of a recommended candidate.

iDeals Solutions — is an international B2B SaaS company that has been working since 2008 to create the best customer experience in using virtual data rooms. More than 2,500 customers, including LG, PwC, HP, EY, Deloitte, inspire us to grow and develop every day — to improve our product, service, and every part of our business.

With a team of 170 people, we are located on 5 continents and speak 10 languages. We share openness, teamwork, critical thinking, fact orientation in decision making, focus on super results, and effective communication.

We value talent, ability, and desire for continuous growth and learning. Thanks to this, we achieve our main goal every day to exceed our customers’ expectations and provide them with the most suitable product and the best quality service.

Responsibilities

• Map out client journey and develop a process for CSMs to follow to increase clients’ value at each point in their journey.
• Own client feedback collecting and processing mechanism so that feedback is collected, analyzed and put into action regularly (automate routine, polish the workflow). Our ideal NPS score — 70. We have also started doing an exit interview process with churned clients and would love to see 70% coverage.
• Improve & track existing advocacy activities (+100% growth in testimonials and case studies from high-level clients, maintain or increase online review activities).
• Manage a remote international team of CSMs including hiring and training the right talent, increasing overall team performance and skills and providing a productive and meaningful work environment online.
• Define and establish tracking mechanisms for performance/operational metrics.
• Develop a playbook for Enterprise-level CSM, assess & bridge process gaps.
• Implement effective instruments for managing clients throughout their journey with adequate data points, workflows, and automation to ensure each client is taken care of.
• Consistently assess and bridge process gaps, including cross-functional projects and frameworks.
• Build the right culture, oriented around customer growth, excellence in service.
• Make a material impact on core business health metrics and client growth.

Requirements

• Fluent English (C1-C2 level).
• At least 2 — 3 years of management experience of at least four people.
• Work experience in B2B business.
• Successful cases of rolling out new tools, team performance metrics, and varying processes.
• Experience in management of customer journey.
• Experience in customer relationship management.
• Focused on the high quality of communication in client interaction processes.
• Ability to handle complex customer issues and escalation requests.
• Excellent communication skills.
• Strong empathy for customers AND passion for revenue and growth.
• An enthusiastic and creative leader with the ability to inspire others.

Would be an Advantage
• Management experience of remote international teams.
• Work expereience in SaaS business.
• Expertise in cross-cultural communication.

We Offer
— Flat organizational structure and management with a tech background;
— OKR-based planning;
— Opportunities for professional development and personal growth;
— Social wellness package: 18 000 UAH for medical insurance, sports and health-related activities;
— Flexible schedule and vacations;
— Corporate events, holiday celebrations, team building activities;
— Flexible office and possibility to work fully remote.

Deals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship.

About Ideals

iDeals Solutions - международная продуктовая B2B SaaS группа компаний, которая с 2008 года создает лучший клиентский опыт в использовании виртуальных комнат для хранения и обмена данными.

Более 2500 клиентов, среди которых LG, Toyota, PWC, HP, EY, Deloitte, Barclays, Rothschild, вдохновляют нас каждый день становиться лучше и расти. Более 150 наших коллег говорят на 10 языках и дважды в год собираются со всего мира и путешествуют, используя данную возможность для живого общения и совместного отдыха.

Открытость, командная работа, ответственность, критическое мышление и нацеленность на сверхрезультаты - главные качества наших коллег. Благодаря им мы ежедневно достигаем нашу главную цель - превзойти ожидания клиентов, дать им лучший продукт, чем они ожидали получить.

Company website:
https://www.idealsvdr.com/