Head of Customer Success London, England
Job description
About Native
Native have built a unique nationwide digital and physical presence across student campuses. Native’s core products cover our Ticketing, Media and Events services. For our Ticketing platform we offer event discovery for our customers and a fully integrated solution for our partners. Our media proposition delivers value to students on campus via our network of brands and agencies, from running experiential campaigns to freshers or graduate recruitment fairs. Our recent acquisition of Gradguide gives an indication of our direction of travel by expanding our portfolio of products and services. Native’s objective is to create a truly holistic solution for SUs, students and advertisers alike.
About The Role
As Native’s Head of Customer Success, you’re leading the charge to revolutionise campus culture and raise student engagement across the industry via first class products and experiences. You have a passion for engaging with students and SUs alike to improve the current landscape of higher education.
We are looking for a highly motivated individual with 7+ years experience in Customer Success, Sales or Account Management, preferably in the ticketing, events or software as a service industries. You’re driven by targets, able to execute results to deadlines and a complete self-starter. You’ll have direct experience of managing teams, clients and various stakeholders simultaneously.
What you’ll do
- Hiring, retaining, and developing a high-potential talent pool of team members, fostering a culture of collaboration, over-achievement and continuous learning while aligning with company OKRs.
- Drive up-sell, cross-sell and new partnership opportunities within our customer base to deliver native’s diversified product offering to Students’ Unions.
- Be the focal point for the Customer Success team in the wider business by managing all major stakeholders, communications and representation both internally and externally.
- Be responsible for prioritising and delegating work throughout the team to ensure optimal efficiency.
- Be responsible for driving a culture of success and satisfaction for both your team and our customers.
- Work cross functionally, particularly with sales teams to serve our customers as one team and drive towards common objectives.
- Ensure the voice of the customer is heard within the business by acting as the conduit between customers and Native.
- Define and deploy new processes to accelerate speed to value and drive adoption of our platform. Build and refine operations to fit the current business and plan for future growth.
- Be responsible for keeping internal systems up to date such as Salesforce, Confluence, Zendesk and championing hygiene in our data.
- Attain trusted advisor status with our customers by developing institutional knowledge of Native, as well as Partner products and services, and through a culture of learning to stay on top of industry and vertical trends.
- Leverage your in-depth knowledge of business strategies and the company’s goals to represent Native and provide thought leadership at key events.
- Proactively anticipate problems and opportunities while serving as a key escalation point for customers to ensure solution-oriented thinking and best-in-class customer experience.
- Foster a customer first culture and mindset to ensure native is progressively embedded within SU operations.
- Serve as a positive, dynamic leader that displays the best work ethic, creative problem solving skills, positive attitude, and a team-oriented proactive approach.
- 7+ years of demonstrated leadership experience, preferably in a high-growth and fast-paced SaaS environment. Experience in ticketing, events or Edutech preferred.
- Commitment to Results. Demonstrating high performance, challenging yourself and others to consistently deliver results for Native’s customers.
- Customer Focus. Ability to proactively help and serve customers to meet their needs.
- Collaboration and Teamwork. You’ll work well with others to deliver results, meaningfully contributing to the team and prioritising group needs over individual needs. Have proven Senior Management presence with a high degree of professional maturity and ability to manage and motivate remote teams.
- Negotiation. Successfully obtain commitment to a solution or idea, while maintaining integrity and relationships with proven ability to manage client expectations, client escalations, and negotiate resolution.
- Influence. Asserts own ideas and persuades others, gaining support and commitment, while mobilising people to take action by leaning on your ability to manage senior stakeholders.
- Open Communication. Clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding.
- Builds inclusive, cohesive teams which apply diversity to achieve common goals.
- Identifies key issues and relationships relevant to achieving a long-range goal or vision.
- Clear proficiency in internal tools such as; Salesforce, Gsuite, Business Intelligence and Zendesk.
- Builds an integrated plan for course of action to accomplish this vision.
- Challenges and supports others to create results but also develops new capabilities and increases capacity of individuals on the team.
- Highly motivated to succeed and deliver results against targets.
- Strong and effective negotiation and communication skills with high powers of influence.
- Excellent at building relationships for the long term.
- Comfortable with data, analysis and problem solving.
- A wide understanding of selling software as a service.
- Calm under pressure and adept at solution finding.
- Diligent, accountable and organised to manage workloads and timeframes accordingly.
- Experience in a start-up or scale up is preferred but not essential.
- Innovative thinking with a passion for problem-solving
