Head of Customer Success

2 days ago

Johannesburg, South Africa Trade Shield Full time

SEEKING:
**HEAD OF CUSTOMER SUCCESS**

FOR:
Full-Time Position

REMUNERATION:
Competitive Salary + Incentives

ABOUT US:
Trade Shield is a fast-growing tech start-up that harnesses the power of AI to provide our clients with powerful insights into the credit they extend to businesses. Trade credit drives business in global markets and Trade Shield aims to be the leading decision engine for trade credit globally.

OUR EMPLOYER VISION:
We are a young, diverse and dynamic team of passionate characters that thrive in a fast-moving, competitive environment full of opportunity and the latest tech. Our growth path challenges all employees to look beyond their job descriptions and to improve relentlessly - and we support our staff in doing just that

VALUES:
Extreme Ownership - Relentless Learning - Excellence - We Win When Our Customers Win

LOCATION:
25 Owl Street, Braamfontein Werf, Johannesburg

REPORTING TO:
Chief Operating Officer

RESPONSIBILITIES
- Team Strategy Development & Implementation
- Develop and implement a world-class Customer Success strategy & operating model that enables the achievement of key business objectives
- Implement scalable processes that deliver consistent customer satisfaction from onboarding through all phases of the customer lifecycle.
- Stakeholder Management
- Lead and manage a team of customer success managers, providing coaching, mentoring, and support as needed.
- Build and maintain strong relationships with key customers, understanding their needs and challenges and providing them with the support and guidance they need to succeed.
- Work closely with Sales, Technology and Operational teams to ensure that our products meet the needs of our customers and delivers value.
- Implement a world-class Customer Success function and operating model, in-line with industry best practices (OTIF)
- x% of customers onboarded & billing within x# timeframe (weeks/months)
- Customer retention of x% or greater
- Monthly Recurring Revenue (MRR) growth rate from existing clients of x% or greater
- x% of customer support queries resolved within MTTR (mean time to resolve) targets across all tiers
- Customer Satisfaction Score of x% or greater
- Net Promoter Score of x# or greater
- GROWTH VISION:

- This role will enable you to become a leading figure in a fast-paced, rapidly-scaling SaaS company primed to dominate local and international markets
- REQUIRED QUALIFICATIONS & COMPETENCIES (*critical):

- 5+ years of experience in Customer Success or similar field, with at least 2 years in a leadership role*
- Strong understanding of SaaS business models and Customer Success best practices*
- Exceptional problem-solving and analytical skills, with the ability to identify and resolve complex customer issues*
- Bachelor's degree in business, marketing, or a related field
- Excellent communication and interpersonal skills, with the proven ability to build strong relationships with customers and internal stakeholders
- Experience working in a fast-paced startup environment advantageous

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