Senior Director of Customer Experience
2 semanas atrás
We are seeking a highly motivated and results-driven professional to join our team as the Customer Success Strategist Emea. As a key member of our leadership team, you will be responsible for shaping the customer journey for our small to medium-sized businesses (SMBs), mid-market companies (MM), and enterprise clients in Europe, the Middle East, and Africa (EMEA).
About the RoleThis is an exceptional opportunity to join a dynamic organization that is revolutionizing the global payroll and compliance market. As the Director of Customer Success at Deel, you will be responsible for overseeing and managing the customer journey for our SMB, MM, or Enterprise client segments.
You will report directly to the Head of Customer Success and serve as a strategic partner, working to cultivate a robust and high-performing success organization. Your role will involve developing and leading our customer success strategy while collaborating with various internal teams across Deel to ensure effective engagement, growth, and retention of our customer base.
Key Responsibilities- Working with our executive team and leadership to develop, implement, build, and lead the EMEA customer success strategy.
- Drive strategy for an entire segment (MM/SMB/ENT) while helping managers achieve their team metrics.
- Building and leading the customer success function, including implementing technologies, building processes, driving the roadmap, and measuring team performance.
- Developing deep relationships with our largest customers, serving as their partner in achieving their goals and desired outcomes.
- Building robust cross-functional workflows with internal teams, including Sales, Product, and Engineering, to deliver the best customer experience and drive growth and retention.
- 8+ years of experience in a customer success leadership position with experience working cross-jurisdiction at unicorn start-ups or big tech companies.
- Extensive experience in organizational/company design; designing company structures, performance frameworks, cross-functional processes, and using data-driven techniques to measure success.
- You have a track record of achieving metrics and have developed and deployed successful expansion plans.
- You have a record of introducing and launching new technologies/strategies into existing operating models.
- You can build from the ground up.
- You have a relentless execution ethic and lots of energy.
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