; Technology - Global Head of Customer Success - USA - Remote Vacancy - Envision Pharma Group

Global Head of Customer Success

Technology

Position summary

This role is globally responsible for strategic planning, directing, and overseeing the operations and fiscal health of the Customer Success department, which includes post-implementation customer support, supplementary customer consulting services and internal and external product user/admin training. This role will lead the respective heads of each functional area – Support, Training and Consulting and will own and develop the structure, as appropriate to best-manage post-implementation customers in line with tech industry best practices.
The Global Head of Customer Success is also ultimately responsible for planning and maintaining work systems, procedures, and policies that enable and encourage the optimum performance of its people and other resources within their team.

Key responsibilities

Departmental Responsibilities:

• Develop and drive the ongoing ETS Customer Success strategy, and structure and resource appropriately.
• Identify and maximize revenue opportunities
• Proactively collaborate cross-functionally (e.g. SMB and Key Account Sales, Product Management leads, Development leads, Technical Services leads) to plan, evaluate and maximize efficiencies and effectiveness in ETS processes and systems – improving productivity, quality and speed.
• Be the customer champion and establish common practices and measurements that demonstrate customer satisfaction and their willingness to form long-term partnerships with Envision.
• Own and manage product customer support services department, potentially including tier 1 and 2 helpdesks.
• Manage the overall operational, budgetary, and financial responsibilities and activities of the customer success department in alignment with company policies and procedures.
• Review performance data that includes financial performance with Finance and ETS leadership and take appropriate actions where necessary.
• Manage the preparation and maintenance of reports necessary to carry out the functions of the department. Prepares periodic reports for management, as necessary or requested, to track strategic goal accomplishment.
• Communicate team updates and strategy process regularly at senior leadership meetings, all staff town halls, etc.
• Perform other duties and responsibilities, as assigned

Management Responsibilities:

• Responsible for all people leadership activities within the group, including staffing, resourcing, development and engagement.
• Fosters a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and swift conflict resolution and appreciation of diversity as well as cohesiveness, support and working effectively together to enable each employee and the department to succeed
• Consciously create a workplace culture that is consistent with the overall organization's and that emphasizes the identified mission, vision, guiding principles, and values of the organization.

Skills and experience required

Minimum and essential qualifications, experience and technical expertise required to complete role
• 15 + years of leadership and experience of the functions, operation, and mission of a similar Customer Success department in the pharma and tech industry.
• Excellent communication skills and ability to articulate and sell a vision.
• Outstanding interpersonal relationship building, employee coaching and development skills.
• Demonstrated ability to build, manage and inspire teams across a matrixed environment.
• Demonstrated knowledge of basic economics, budgeting, and accounting principles and practices in pharma/tech.
• Demonstrated ability to serve as a knowledgeable resource to the organization's senior management team that provides leadership and direction.
• Evidence of the ability to practice a high level of confidentiality.
• Excellent organizational management skills.

Abilities, behaviours and soft skills desirable for success in role
• Ability to develop and lead a strategic vision with clear demonstration of required actions
• Ability to make well-informed, effective, and timely decisions, even where resistance may exist
• Ability to focus on long-term strategy, the product vision, market trends, and the identification of new opportunities
• Capacity to see from the eyes of the customer and act effectively as customer spokesperson, product visionary, team champion, and a strategic leader
• Ability to persuade others, build consensus through give and take and gain cooperation from others to obtain information and accomplish goals
• Ability to solve problems and think analytically
• Ability to communicate effectively and professionally internally and externally including C-suite
• Be tenacious and apply appropriate force to get the job done, despite setbacks
• Inspire and foster team commitment, spirit, pride, and trust
• Work effectively and collaboratively in a globally distributed organization
Location
• US or UK (preference for location where majority of customers are based – US)
• Hybrid working available (some time in office preferred)
• Willingness to travel to internal offices, conferences, and customer offices etc.
Location
• US or UK (preference for location where majority of customers are based – US)
• Hybrid working available (some time in office preferred)
• Willingness to travel to internal offices, conferences, and customer offices etc.

Location:

• US or UK (preference for location where majority of customers are based – US)
• Hybrid working available (some time in office preferred)
• Willingness to travel to internal offices, conferences, and customer offices etc.

Apply now