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Director of Global Client Success and Support
vor 2 Monaten
Your Responsibilities
As our Director of Global Client Success and Support, you’ll be pivotal in raising the bar for frontline team and client support, directly impacting key performance indicators such as client retention, satisfaction, and loyalty. You’ll be both a visionary leader and a hands-on strategist, reporting to our Head of Commercial Operations in Zurich, Switzerland. Your role will include:
- Global Team Leadership: Develop and inspire a team of 10+ across our global hubs (Toronto, Berlin, Manila) to elevate efficiency and drive exceptional Client Services addressing both proactive success initiatives and reactive support needs.
- Operational Excellence: Lead optimization efforts across end-to-end workflows, automate processes in Salesforce, leverage technology solutions, and improve reporting to enhance client experiences.
- Data-Driven Success: Establish KPIs and make informed, data-driven decisions to improve client satisfaction and loyalty.
- Collaborative Strategy: Work cross-functionally with both front and back-office teams to continuously improve client experiences and refine operational processes.
Qualifications
You Offer
- Leadership Experience: 10+ years of managerial experience, with 5+ years leading teams of 10+ in a global, client-centered environment.
- Client Services Expertise in Tech: Proven track record in client success management within a tech environment, with hands-on experience in client relationship management and technical problem-solving, including data integration solutions e.g data feed, API and SaaS/DaaS applications.
- Operational Innovation: Proven results in optimizing end-to-end processes and automating systems like Salesforce for improved client success and technical support management.
- Cross-Functional Coordination: Skilled in project management with technical, data, and IT teams, as well as internal and external stakeholders.
- Strategic & Inspirational Leadership: Strong strategic thinking and leadership skills, capable of influencing and collaborating across diverse teams and cultures.
- Communication Proficiency: Fluent in English, with additional language skills considered a plus.
Additional Information
Please note that we will only consider candidates with a valid work permit.
