Head of EMEA Customer Experience

Há 2 dias


Lisboa, Lisboa, Portugal Tracer Tempo inteiro

At Tracer, we are seeking an experienced professional to lead our EMEA region as a Customer Success Director. Based in our Madeira, Portugal office, this role involves spearheading strategies to drive customer success initiatives, oversee customer relationships, and uphold the highest standards of service excellence.

About Us

We are a leader in brand protection, enhancing the customer experience of corporate brands by eliminating brand misuse and fraud across the modern digital universe.

Job Description

This dynamic role requires a strong understanding of consulting practices, methodologies, and service delivery frameworks. You will develop and execute a comprehensive customer success strategy aligned with business objectives, lead and mentor a team of customer success managers (CSMs), and foster a culture of excellence and accountability.

  • Strategic Leadership: Develop and execute a comprehensive customer success strategy, leading cross-functional teams and mentoring CSMs.
  • Cross-Functional Collaboration: Collaborate with sales, marketing, and product teams to ensure a unified approach to customer success.
  • Customer Relationship Management: Build and nurture strong, long-term relationships with key clients, acting as a trusted advisor and proactively offering solutions and insights.

In addition to your technical expertise, you will possess excellent communication, negotiation, and presentation skills, with the ability to navigate and thrive in a fast-paced environment.

Requirements

To succeed in this role, you will require a Bachelor's degree in business, management, or a related field, with 5+ years of experience in a leadership role within customer success, consulting, or a related industry.

What We Offer

A competitive salary of $120,000 per year, plus a comprehensive benefits package, including health insurance, paid time off, paid holidays, parental leave, a Coverflex Card, and professional development opportunities. Enjoy a flexible work environment and a diverse community working towards common company goals in a safe and collaborative environment.



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