Head of Customer Success Management

Head of Customer Success Management
Attest, United Kingdom

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 22, 2021
Last Date
Mar 22, 2021
Location(s)

Job Description

About Attest
Founded in 2015, Attest is a SaaS technology company based in London and New York. It exists to generate increased confidence for every decision, by making consumer research easy and actionable for all.
Attest believes that each business's customers hold the key to solving their problems and unlocking their opportunities. Its technology and software includes a wide range of machine learning and artificial intelligence applications that help continuously improve data quality and analysis, to help clients make better decisions.
The Attest platform enables companies to engage directly with over 100 million consumers across 49 countries, starting in 90 seconds. Attest helps you engage with the consumers you need to know the most but can naturally reach the least, to learn, measure and grow ever-faster, across marketing, product, brand, innovation, competition, pricing and beyond. Attest enables its clients to reach and understand new consumer groups, needs, trends and behaviours, on-demand, very easily, any time. By dramatically simplifying the process of gathering the highest quality consumer data and the most actionable results, it is transforming an entire industry, expanding a very large market, and making consumer research accessible to entirely new areas of demand and action.
Attest's ever-expanding client roster ranges from enterprises like Oracle, Microsoft and Discovery, to fast-growth companies like Transferwise, Manscaped and Klarna, among many others. 2020 has seen it scale strongly, with ARR growing rapidly to $7m and the team growing from 66 to 125 over the course of the year, with further exponential growth anticipated in 2021 and beyond. Attest is backed by investors including NEA, one of Silicon Valley's most prolific venture capital firms with over 225 portfolio company IPOs since 1977.
Customer Success at Attest
Attest puts its customers at the centre of everything we do. The decisions we make on how we develop our product and the core values that enable our people to succeed are all driven by keeping the experience of our customers front and centre. Customer Success is the team that ensures we maintain that focus, and sits within our wider Commercial function alongside our Business Development, New Business, Marketing and Revenue Operations teams.
Within Customer Success, there are three areas of focus: Customer Success Management (CSM), Customer Expertise and Technical Support. All teams work with our customers to ensure they are fully supported by Attest’s product but in different ways.
Our CSM team partners with Attest’s customers to ensure they are getting maximum value from our core product, providing operational guidance whilst maintaining impact throughout the journey. The Customer Expertise team provides a deeper level of product and research knowledge, supporting customer projects and facilitating optimal output from the insights our product can provide. Finally, our Technical Support team resolves technical issues and provides resources that enable a greater level of self-service.
The mission for the role
The Head of Customer Success Management is a leader who will take their passion for people development and deliver on a commercially impactful strategy whilst delighting our customers. You’ll build robust and scalable ways of working that position the CSM function as a critical voice in reflecting the needs of our customers, whilst acting as a partner to both commercial and product teams. You’ll bring a deep level of functional expertise and build a CSM team who are excited to learn and who are energised by the long-term vision for Customer Success.
Your initial focus will be to
- Get to know the team and identify strengths and areas for development, driving collaboration with the Customer Expertise team and making an impact towards a shared commercial vision- Own and take accountability for the delivery of financial and commercial targets within the CSM function. You’ll energise the team to retain and expand customers, drawing on a strong sales background to get results- Build an understanding of customer needs, role-modeling exceptional customer guidance and establishing better practices for commercial expansion and long-term retention- Explore and analyse current ways of working, paying close attention to customer interactions and measurable outputs, and look for ways to improve and optimise the experience of our customers- Establish strong relationships with the Head of Customer Expertise and play an active role in strategising for overall team success

In the longer-term.
- You will be responsible for leading the CSM function as part of the wider Customer Success teamYou will oversee and direct all aspects of day-to-day customer account operations, to ensurin

Job Specification

Job Rewards and Benefits

Attest

Information Technology and Services - London, United Kingdom
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