Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.
This week: Head of Customer Success, (London, UK)
Octopus Energy's electrical vehicle branch are looking to expand their Growth Leadership Team, and are looking for someone with a genuine passion for team leadership and customer experience. The role holder will lead the Customer Success Team and manage a team of Customer Success Managers (Account Managers) who own the B2B relationship with their Salary Sacrifice customers.
Implement new clients in a smooth, consistent, and scalable way.
Retain and grow Octopus' client portfolio.
Plan and deliver client marketing activities working with their EV Expert and Roadshow teams.
Coordinate with funding partners on underwriting and set up processes.
Ensure everything is working smoothly post-launch e.g. quoting, ordering, in-life, reporting, ongoing comms.
Coordinate responses to any escalations.
Run regular reviews with clients.
Build, nurture, and motivate a commercial focused account management team - hiring, training, ongoing coaching etc.
Increase NPS scores and response through strong client relationships.
Iterate processes to ensure simplicity and scalability.
Work with product and tech to deliver a scalable digital journey.
Work with Senior Leadership team to create a smooth experience across the journey and build a culture that supports clients and their team.
To be a passionate, energetic, and positive leader who has a history of building successful teams.
To be a relationship builder (at all levels within a business), and a trusted partner for B2B clients.
To be super organised and efficient; a completer finisher.
To have a ruthless focus on the customer.
To be a problem solver who remains calm under pressure.
To thrive working in start-ups/scale-ups.
To enjoy creating simple processes, and working with product and tech to deliver digital services.
Experience of working in a high performing B2B Customer Success/Account Management role is key.
Knowledge of employee benefits would be great but not crucial.
No prior experience of working within EVs or leasing is required.