Senior Vice President, Communications & Media

Hansen – Teddington TW11 or London Area

With over 50 years of experience, Hansen Technologies is a leading global provider of customer care, billing software and data management systems across 80 countries with specialisations in the utilities and telecommunications industries. With 1500 people across 31 offices globally, our people bring a deep expertise, that drives innovation and ideas to ensure we deliver exceptional products and services

The Role

As part of Hansen’s longstanding success and consistent customer growth within the global telecommunications industry, Hansen are now hiring for an SVP of Communications & Media.

This global role is a rare and newly created senior leadership position, responsible for ensuring Hansen’s customers achieve their desired business outcomes and are highly satisfied with Hansen products and services.

Reporting into the President of Communications & Media, this position involves developing and executing strategies to drive revenue growth, customer retention and customer advocacy and manage customer contracts.

Key Responsibilities:

• Strategy Development : Develop and execute a customer strategy that aligns with Hansen’s business objectives, driving customer satisfaction, revenue, and profit.
• Team Leadership : Provide leadership and guidance to the customer account teams, including setting goals, coaching, mentoring, and performance management.
• Customer Advocacy : Build strong relationships with customers and serve as their advocate within the organisation to ensure their needs and concerns are addressed and insights into industry trends and production roadmaps are shared internally.
• Customer Retention : Develop and implement strategies to increase customer retention, reduce churn, and drive customer loyalty, revenue, and profit.
• Data Analysis : Analyse customer data to identify trends and opportunities for improvement in the customer success function.
• Cross-Functional Collaboration : Work closely with Hansen’s internal departments, including sales, product and marketing teams to ensure a seamless customer experience which drives business growth.
• Contract Management & Administration : Oversee the management and administration of customer contracts, including negotiating terms and ensuring compliance.
• Revenue & Profit Responsibility : Develop and manage the customer success budget, monitor performance metrics, and drive revenue and profit growth through upselling and cross-selling.
• Industry Leadership : represent Hansen at industry / customer events and forums acting as executive sponsor within C-suite of strategic accounts.

Qualifications & Experience Required:

• 10+ years of experience in customer management, or related roles, with at least 5 years in a leadership position.
• Strong knowledge of the Telecommunication industry and ideally experience with a software vendor within the industry.
• Strong leadership and management skills, with the ability to motivate and inspire teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Demonstrated track record of driving customer satisfaction, revenue growth, profit growth and managing contract negotiation.
• Bachelor's or master’s degree in business, marketing, or a related field.
• Based in Europe, ideally London.

What Hansen Offer

• A stable and rewarding career path working for an established, expanding Software provider.
• Industry competitive salary and benefits package.
• Flexible hours and work from home options
  

Please only apply for this role if you have a legal right to work in the UK.
If you have any questions regarding the position, please contact Simon Duckworth – Lead Talent Acquisition Partner EMEA [email protected]

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