SVP Customer Success
Argus Media
London, United Kingdom
4d ago

Job Purpose

We are seeking a proven, strategic Senior Vice President of Global Customer Success to setup and lead a global team of Commercial Account Managers and Client Services Managers.

The ideal candidates for this newly created position will possess extensive, global Customer Support, Customer Relationship and Renewal Management leadership experience.

  • The goals for the position include;
  • Drive product adoption in order to maximize customer value realization
  • Maximize customer satisfaction and advocacy
  • Drive strong renewal rates and lower customer attrition
  • Help identify expansion opportunities to accelerate expansions in partnership with Sales
  • Develop the team and introduce processes and best practices
  • Key Responsibilities

  • Setup a new global team of Commercial Account Managers to manage the Renewal base in a scalable way
  • Lead from the front to deliver a world class customer support experience globally and be an integral member of the management team of global sales
  • In collaboration with the sales team and direct reports, define, implement and oversee customer support best practices to optimize the customer experience, strive for globally balanced support coverage and caseloads and enable staff to develop the technical skills needed to effectively address customer issues
  • Develop and deploy strategies, action plans and playbooks to improve the customer experience and increase customer adoption and retention
  • Setup a lead generation machine by segment for the sales team specific to enable account growth and drive new business growth through greater advocacy and reference-ability
  • Drive operational improvements which streamline processes, leverage automation and enable scale
  • Define meaningful and actionable operational metrics for the function and team and build tracking mechanism, tools and governance
  • Champion a culture of continuous improvement and growth : develop common culture and practices for existing team, identify competencies and build career paths, leverage training and development programs for the department and across the customersuccess organization;
  • stay abreast of best practices in the support industry to identify opportunities for continuous improvement; provide 1 : 1 coaching of direct reports

  • Build strong internal partnerships with cross-functional teams inside and beyond Commercial Accounts and Customer Success
  • Inspire a culture of trust, customer success andinnovation
  • Define and optimize the customer lifecycle
  • Required Skills / Experience :

  • 12+ years of customer support experience including at least 3 years of experience leading a globally distributed team
  • Demonstrated success in developing and implementing successful, global customer support / success and renewals teams and processes.
  • A history of building and leading best-in-class teams by creating loyalty, trust, and commitment to organizational goals.

  • Excellent communication skills : able to translate complex issues in an understandable, organized way to customers, upper management, other stakeholders;
  • strong written and verbal communicator; ensures needed follow-up

  • Strong collaboration and relationship building skills : effectively collaborates within own team, cross-functionally and across management levels, and externally with customers and partners;
  • consistently follows-through on commitments and holds others accountable for theirs; able to manage, influence and achieve alignment across a range of different interests and establish common alignment and direction.

  • Hands-on technical support experience and troubleshooting skills with a lead by example management style, and proven experience working productivity improvement tools
  • Strong planning, process, and analytical skills; a driver around the use of data to make decisions.
  • An inspiring transformational leader and change agent capable of setting bold strategic vision / direction and then enabling and implementing change in a collaborative company culture.
  • Ability to influence through persuasion, negotiation, and consensus building
  • About Argus Media

    Argus is an independent media organisation with over 1,000 staff. It is headquartered in London and has 23 offices in the world’s principal commodity trading and production centres.

    Argus produces price assessments and analysis of international energy and other commodity markets and offers bespoke consulting services and industry-leading conferences.

    Companies in 140 countries around the world use Argus data to index physical trade and as benchmarks in financial derivative markets as well as for analysis and planning purposes.

    Argus was founded in 1970 and is a privately held UK-registered company. It is owned by employee shareholders and global growth equity firm General Atlantic and Hg.

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