Head of Customer Success
Job description
Glopal connects millions of buyers and merchants around the world to unlock cross-border trade. Glopal provides advanced international solutions for ecommerce retailers and brands seeking to grow their businesses' globally. Using a suite of automated tools, merchants can quickly launch their stores on international markets and promote them to new audiences. We are: A SaaS Solution fast growing company (>100% YoY) Have customers in 2 regions (EU and NA) Teams are remote and spread across 12 countries Raised 25M to date Responsibilities As the Head of Customer Success , you play a pivotal role in leading and empowering our Customer Success team to deliver exceptional support and service to our valued clients. Your leadership and guidance will be critical in ensuring our customers achieve their desired outcomes and maximize the value they receive from our products/services. You will collaborate with cross-functional teams to drive customer satisfaction, retention, and growth while continuously improving our processes and practices. You will be the primary point of contact for Glopal’s customers and expected to be a working leader with a portfolio of assigned customers. You will manage onboarding of new customers, establish reputation as trusted partner and provide strategic guidance during implementation and throughout the entire customer journey. Account Management & Customer Success Strategy Responsible for defining a customer success and engagement strategy that leverages existing partners and supports in the region. Create processes and put tools in place to support teams’ execution of strategy. Monitor effectiveness of strategy and adapt based on data and market demands. Improve on strategies and ensure improvements are communicated and implemented consistently. Advise our customers, online retailers, on the ways of growing their international sales Become a true expert in international ecommerce that our customers turn to for hints on how to grow their business Analyze the performance of your customers’ portfolio to decide on the best actions to increase the turnover Work on the crossroads of the customer service, sales and product teams to make sure your customers’ needs are heard and met Teach and coach your customers on using our product efficiently, especially in the first few weeks upon joining Increase usage of new functionalities Make sure your customers use the pricing package most adapted to their needs People Management & Leadership Embed customer success and engagement processes with their team. Set the standard by leading by example and holding teams accountable to a high standard and delivering their best work. Provide coaching, support, and expertise to help teams achieve their key performance targets. Monitor regional customer sentiment, proactively working with teams to manage risk. Work collaboratively with internal departments to foster a high-functioning, cross functional organization. Ability to manage and solve complex problems, deal with critical situations in an effective manner. Requirements Min. five (5) years of experience in a customer-facing role such as customer success or account management in a high-growth SaaS scale up Experience in e-commerce Experience in leading Customer Success teams Aptitude and passion for technology, KPIs, data, business cases, surveys Experience building trusted customer - vendor relationships Experience with churn prevention and churn management Excellent written and verbal communication as well as presentation skills Ambition and desire to grow and expand your career. Track record of building and maintaining successful client relationships Leadership and relationship management skills
