Subregional Head of Customer Success

Your role

• Supports Head of Customer Success - EMEA in relation to the overall performance of the Customer Success function.
• Leads Regional / Sub Regional Customer Success teams aligned to the Global Operating Model to achieve Business Unit and corporate goals and objectives.
• Accountable for developing and maintaining Regional / Sub Regional Customer Success relationships with all internal cross functional teams to ensure scope and policies of the Customer Success function are clear and adhered to. 
• Responsible for implementation of Global Customer Success defined responsibilities and processes including Customer Health, Customer Lifecycle, and Customer Onboarding within the Region / Sub Region.
• Accountable for attainment of appropriate key performance indicators to measure the success of the overall Customer Success function within the Region / Sub Region across in scope customers. 
• Accountable for overall post sales customer health for in scope customers across
  - Client Engagement – Meeting cadence, attendance, frequency
  - Service Management – SLA attainment including implementation and support risk. 
  - Financial Health – Aged debt and churn risk
  - Product utilization – Customer consumption and awareness gap 
• Support Regional / Sub Regional Customer Success Managers and teams with
  - Attendance at customer facing service review & CBR/EBR meetings. 
  - Enhanced Red event customer communication during & post incident. 
  - Regional service-related customer escalations and complaints 
• Represent Regional / Sub Regional Customer Success on Global internal initiatives that impact the customer journey through change in system, process, and product
• Accountable for identifying and driving opportunities for service improvement through accountable Global functional teams and process owners. 
   

What you’ll need

• Educated to Degree level, preferably in a related discipline (i.e.: Bachelor’s degree in economics; MBA etc.) or equivalent work experience in a customer relationship management role. 

• Minimum 5+ years of experience in a customer facing roles in a Global service company, preferably a utility, data centre, IT, or telecommunications company. 

• Proven experience in effectively leading and managing teams across geographically dispersed locations.

• Experience with Service Management, preferably of more complex international customers with equal verbal, analytical, presentation and writing skills.

• Advanced level proficiency in the use of MS Productivity tools, including Word, Access, Excel, Visio, Project