Head of Customer

Found in: Talent ZA C2 - 2 weeks ago

Cape Town, South Africa JOBJACK Full time

JOBJACK is seeking a passionate and customer-focused individual to join our team as the Head of Customer. As the Head of Customer, you will play a crucial role in leading the customer service and success teams into converting JOBJACK’s client champions and end users into advocates for JOBJACK, resulting in revenue growth and retention.

You will join the core leadership team and contribute to JOBJACK’s overall strategic direction.

Closing date for application: 1 May 2024

If you do not hear from our team within 3 weeks from the closing date, please accept the vacancy application has been unsuccessful.

The Role

This is a summary of the Head of Customer's key responsibilities:

1. JOBJACK strategic direction
  • Bring in extensive customer journey experience in setting JOBJACK’s strategic direction as part of the core leadership team.
  • Take responsibility for quarterly customer service and success objectives and key results.
2. Customer journey optimization
  • Develop, improve and implement a scalable and effective customer journey. Using JOBJACK must be the one thing our customers love about their job.
  • Ensure no silos are created and drive constant collaboration with the Sales team to ensure the Customer Success team is set up for success.
  • Ensure the Customer Success and Customer Service teams are empowered to meet their performance metrics and goals.
  • Collaborate with cross-functional teams to implement customer-centric initiatives and enhance the overall customer experience.
3. Creating advocates for JOBJACK to drive retention
  • Lead the team to meet and exceed team objectives in accordance with company strategy (Which you’ll help set)
  • Drive continuous improvement of and experimentation with new initiatives to ensure there are bought-in end-users and customer champions.
  • Collaborate closely with other departments such as Sales, Product development, and Marketing to ensure alignment and cohesion in customer-facing activities.
  • Maintain relationships with key clients and stakeholders.
4. Scaling the Customer Service and Success teams
  • Primary: Scale the team's productivity through mentorship and empowerment, leveraging seasoned leadership to multiply their impact and equip them to flourish.
  • Secondary: Expand the team's size as needed to match the pace of output growth, by engaging in internal recruitment and training initiatives.
  • Take ownership of the Customer Service and Success budgets.

Requirements

  • Eager to invest in the JOBJACK culture and vision to Employ the World
  • Bachelor's degree in business or related field
  • 7+ years of experience in customer support and success, with at least 4 years in a leadership role
  • Proven track record in building and maintaining strong customer relationships
  • Experience in the SaaS industry is preferred
  • Strong problem-solving and analytical skills, with the ability to translate customer needs into actionable strategies
  • Excellent communication and interpersonal skills
  • Ability to thrive in a fast-paced and dynamic environment
  • Passion for delivering exceptional customer experiences

Benefits

  • Hybrid model - with our Tyger Valley-based office, which include remote days and weeks
  • Flexible hours - your day starts anytime between 6 am and 9 am
  • Leave - we offer a generous leave package of 20 days in your first year and 25 days from year 2
  • No dress code
  • Culture - it's our top priority
  • Upskilling - access to Audible and Udemy courses, on dedicated company time.
  • Autonomy to work towards objectives and not tasks.
  • Report directly to the company CEO, no red tape.

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