Head of Customer Success

SynergERP is a well-established technology solutions provider and an award-winning Sage reseller. We pride ourselves on delivering advanced Business Management & Human Capital solutions that empower businesses to maintain a steady growth rate. We partner with our clients on their digital journey, helping them to achieve financial and operational excellence through the best technology choices.

We are looking for a Head of Customer Success who will be responsible for developing and executing customer success strategies that focus on enhancing customer satisfaction, retention, and loyalty. They will also lead a team of dedicated professionals and collaborate with cross-functional departments to ensure customers achieve their desired outcomes, ultimately contributing to the company’s growth and success.

**DUTIES & RESPONSIBILITIES**
- Build and lead a high-performing customer success team that is responsible for achieving customer satisfaction, retention and upsell targets.
- Develop and maintain a customer-focused culture within the organization, emphasizing the importance of understanding and exceeding customer needs.
- Develop and implement a customer success strategy that aligns with the company's goals and objectives.
- Define and measure key performance indicators (KPIs) to evaluate departmental success.
- Cultivate customer advocates and references who can contribute to marketing and sales efforts.
- Oversee the customer onboarding process to ensure a smooth transition for new customers.
- Identify and assist in delivering customer training programs to optimize product usage.
- Develop strategies to drive customer renewals and identify upsell opportunities.
- Work closely with the Sales team to maximize revenue from existing accounts.
- Continuously improve customer success processes, ensuring efficiency and effectiveness in delivering customer satisfaction.
- Establish feedback loops to collect and analyse customer insights, sharing this information with relevant departments to improve products and services.
- Collaborate with customer support teams to ensure timely issue resolution and high customer satisfaction levels.
- Create reports and presentations to provide insights to senior management regarding customer success department performance.

**EDUCATION AND EXPERIENCE**
- Relevant degree required.
- Proven experience in customer success or account management.
- Experience with Salesforce or other CRM.
- Experience in developing and executing customer success strategies.
- Experience working in SaaS (Advantageous).
- Results-driven and customer-focused mindset.
- A desire to exceed customer expectations.
- Excellent problem-solving skills.
- Strong project management skills.
- Strong leadership and team management skills.
- Exceptional problem-solving and decision-making abilities.
- Ability to work collaboratively within a team and independently.
- Excellent interpersonal and leadership skills.
- Exceptional communication skills (both written & verbal).
- Ability to multi-task and prioritise.

**WORKING CONDITIONS**
- Hybrid model.
- Good internet connection at home.
- Own transport.

**CONDUCT COMPETENCIES**
- To perform all duties with integrity, to the highest ethical standards, and in compliance with all relevant legal, contractual, and other requirements as mandated by the Alviva Code of Conduct.
- To keep up to date with the changes in applicable compliance obligations, controls and measures relevant to the role.
- To actively and visibly support staff to perform with integrity, to the highest ethical standards, and in compliance with all relevant legal, contractual, and other requirements as mandated by the SynergERP/Alviva Code of Conduct