Head of Support

About the company:

Fast-growing international product company in the iGaming industry with 7+ years of market success, millions of users, and ambitious scaling plans.

Requirements:

• Develop and implement customer success strategies to ensure customer satisfaction, retention, and revenue growth;
• Leading and managing the customer success team;
• Building a high-performing team by hiring, training, coaching, and developing team members;
• Setting clear goals and objectives for the team and ensuring they are met;
• Providing guidance and support to the team to ensure they are delivering exceptional customer experiences;
• Work cross-functionally with other departments to ensure that customer needs are met and issues are resolved in a timely and effective manner;
• Developing and implementing customer success strategies;
• Creating and implementing customer success strategies that align with the company’s goals and objectives;
• Identifying and implementing best practices for customer success;
• Analyzing customer data and feedback to improve the customer experience;
• Collaborate with sales and marketing teams to identify upsell and cross-sell opportunities and drive revenue growth;
• Measuring and reporting on customer success metrics;
• Identifying key performance indicators (KPIs) to measure customer success;
• Tracking and analyzing customer success metrics to identify areas for improvement;
• Reporting on customer success metrics to the executive team and other stakeholders;
• Stay up-to-date on industry trends and best practices related to customer success and share knowledge with the team.

Требования:

• 4+ years of experience in customer success, account management, or related field, with at least 2 years in a leadership role;
• Strong leadership and management skills, with the ability to inspire and motivate a team;
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team and internal stakeholders;
• Data-driven mindset, with the ability to use data to inform decisions and drive results;
• Strong project management and organizational skills, with the ability to manage multiple projects and priorities simultaneously;
• Experience in SaaS or technology industry.