Director, Customer Experience UK & Europe

Company Name: Humanforce
Location: England

At Humanforce, our vision is to Make Work Exceptional.

We courageously pursue this vision for tomorrow’s workplace. Our customers’ success is held above all else. We trust in the abilities of our colleagues and even when we disagree, we commit to finding the best possible solution. We can do that because we respect and care for each other.

Through our innovative software solutions, we really are changing the way the world works.

We are Humanforce.

About the Role

The Director, Customer Experience UK & Europe is the champion of the customer within the region. This role takes a customer centric view on all the activities of the Humanforce business and unites the team in focusing our efforts to the benefit of the customer.

The Director, CX UK & Europe will provide regional leadership and management to the Service Delivery organisation, Customer Success, and Customer Support teams

The Director, CX UK & Europe will support the implementation of the Humanforce Customer Lifecycle Journey, further develop our people, and ensure operational excellence to achieve measurable business outcomes for our customers and Humanforce. As our customer’s expectations grow, the Director, CX UK & Europe will align our strategy to maximise customer lifetime value growth.

Key Responsibilities:

Service Delivery

• Lead the regional Service Delivery organisation and partner with the product and sales teams to ensure customer outcomes.
• Use quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagement
• Create a focus on completing work records and increasing utilisation of our Service Delivery team
• Support the achievement of financial and operational targets

Customer Support

• Provide leadership and management to the regional Customer Support team

Customer Success

• Hire, manage, coach, and mentor a team of talented and ambitious Customer Success professionals
• Oversee the regional strategy and planning for the entire customer lifecycle as customers realise value through their use, engagement, adoption and optimisation of Humanforce software subscriptions
• Execute regional Customer Success programs including Customer Success plans and Health Checks
• Work closely with Sales and Marketing on customer advocacy programs
• Build relationships with key customers and influencers

Qualifications

You live and breathe for the customer. You understand their journey and are preoccupied with ensuring Humanforce shares your passion.  

Specifically, you will have:

• Excellent leadership and motivation skills, with deep experience leading growing regional customer success teams
• Significant experience in the SaaS/Cloud industry, with experience in a leadership position in Customer Success
• Experience in organizations with a complex, strategic sale, where best practices AND technology define a customer’s success
• Significant experience working with large enterprises as customers
• Experience managing NPS in a high-growth environment
• Exposure to Customer Success programs that focus on delivering measurable business outcomes and value
• A clear understanding of the criticality of operational excellence
• Excellent people management skills; high empathy and consideration for team morale and individual career progression
• Experience hiring, on-boarding, and training
• Demonstrated leadership abilities to lead business discussions with customers and architect the value of our solution
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog in difficult conversations
• High level negotiation skills
• Entrepreneurial, unafraid to roll-up sleeves, get it done and "lead from the front”

This is an outstanding opportunity to join a market leader with a strong culture and great perks. Apply Now!

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

• Seniority level

  Director

• Employment type

  Full-time

• Job function

  ConsultingManagementInformation Technology

• Industries

  Information Technology and ServicesComputer SoftwareHuman Resources