Head of Customer Success and Delivery

As our Head of Customer Success and Delivery you will build strong, long-lasting relationships to help maintain our positive reputation with our growing customer base. In this role, you’ll provide strategic leadership, through management and technical knowledge to ensure uninterrupted service delivery to provide an outstanding customer experience. 

You will be responsible for: 

• Contract deliverables, understanding contract and SLA deliverables, to ensure compliance to customer requirements 

• Relationship Management, establishing and maintaining deep customer relationships, lead client service review meetings, drive ongoing service improvement 

• Working with the sales and pre-sales team to advise on realistic deal solutions and deadlines during contract negotiations.  

• Success Management, proactively orchestrates resources to fulfil customers evolving needs 

• Escalation Management, coordinate issue/escalation resolution with cross-functional team, preparation and delivery of postmortem reviews or Service Improvement Plan when appropriate 

• People Management, responsible for leading a team of experienced Customer Success Managers who deliver lifecycle management across customer experience, service management and solutions design you will be a Senior Leader with strong people management skills and experience