Head of Customer Success

EMBS Technology
Aberdeen City
GBP 80,000 - 100,000
Job description

Role summary: Customer Success, Strategy, Customer Onboarding, Technology Support and Operations - based in Aberdeen on a hybrid basis.

In this era of heightened risk the fusion of AI technology with profound security expertise ushers in a new age of security innovation. Our client is not just responding to the world's dangers; they're redefining resilience, ensuring that multinational businesses and their people remain secure in the face of global challenges.

Now, respected as the number one innovator in this space, our client is trusted by 7 of the top 10 largest energy companies worldwide. Their operations span over 40+ countries, with a 24/7 operations centre based in Aberdeen, UK, bolstered by global support teams in the US and UAE. This expansive reach underscores their commitment to global leadership in security and resilience.

Originating as the technology arm of one of the world's foremost security services companies, our client has been at the forefront of designing, preparing, and responding to challenges in high-threat regions such as the Middle East and Africa.

This wealth of experience has shaped the creation of an integrated, end-to-end risk & resilience management solution, making them pioneers in navigating the complex landscape of security threats.

Their technology platform embodies the zenith of AI and machine learning, their people have world leading, deep technical expertise. The platform seamlessly integrates multiple big data streams and functional modules into a unified platform, offering real-time situational awareness while assessing potential risks to operations. It not only escalates and responds to threats but also revolutionises workforce safety and operational resilience, through advanced monitoring and communication capabilities.

The role

Our client's SaaS product mantra is "solve for the customer," a philosophy that addresses the complex and fragmented landscape of security, duty of care, risk intelligence, and critical event management technology. This approach has led to the development of their technology platform, emphasizing the necessity to streamline and simplify for effectiveness and efficiency.

As the Head of Customer Onboarding & Support, you will embody this mantra, serving as a pivotal figure within the senior management team. Your role is designed to be the central interface and conduit for multiple essential functional teams—the customer, the delivery, and the success of relationships. You will drive best practices and focus on continuous improvement to deliver a best-of-breed customer experience.

Your responsibilities include overseeing the deployment and rollout of an increasing volume of new and existing client projects, ensuring a seamless experience from the moment they sign up for our services. Furthermore, you will lead the customer support team, guaranteeing that customers receive timely and effective assistance whenever they encounter questions or issues.

This permanent role, based in our Aberdeen office, entails involvement in global project delivery, underlining the importance of your position in fostering international client relationships and ensuring the successful adoption and implementation of our technology platform. Your leadership will be instrumental in not only ensuring the operational success of the platform but also in enhancing the overall customer journey, reinforcing our commitment to solving for the customer at every touchpoint.

Customer Onboarding

  • Your team of Implementation Consultants will develop and implement and configure all functional aspects of this highly complex enterprise platform
  • You will work strategically to build a best of breed customer onboarding strategy for a seamless and positive new customer experience.
  • Guide the team in creating effective project plans that synchronize with customer and technical expert efforts, detailing key milestones, required data, timelines, etc.
  • Project manage customer implementations using a standardized, proven process template.
  • Initiate and manage client setup on the platform, evaluating further implementation needs as they arise.
  • Regularly monitor, review, and document project progress against agreed timelines and budgets in a management tool.
  • Maintain open lines of communication with customers, keeping them informed of any project adjustments or overruns.
  • Collaborate closely with the product team to align the onboarding process with our platform's functionality and service features.

Customer Support

  • Lead the technical customer support team, offering necessary guidance, training, and support.
  • Implement and manage a rotation for the customer onboarding and support team.
  • Set and uphold KPIs and metrics to gauge the success of the onboarding and support efforts.
  • Identify and implement improvements in the onboarding and support workflows in collaboration with relevant teams.
  • Keep abreast of industry trends and best practices in customer onboarding and support.
  • Engage with clients to comprehend their platform and hardware needs, providing optimal setup solutions.
  • Address clients’ site design and physical hardware requirements, including location beacons, access panels, muster points, evacuation points, wearables, and mobile devices.
  • Manage both internal and external stakeholder relations and track external deliverables.
  • Ensure customer satisfaction by delivering all agreed upon outcomes within set timeframes and budget, adapting to project evolution.
  • Oversee the platform's configuration and system build, including review and testing before customer delivery.
  • Serve as a technical expert on the platform for clients, assisting with troubleshooting during delivery and operation.
  • Develop and continually enhance the platform's training program.
  • Assist the sales team with prospective client platform integrations when necessary.

Desired Skills & Experience

  • Degree in a relevant field preferred.
  • A minimum of 5 years in Implementation/Digital Project Management or Onboarding roles within a SaaS environment, including at least 2 years in a leadership position.
  • Emergency response experience is a plus.
  • Proficiency in Atlassian Jira / Confluence or similar technologies.
  • Experience in a similar B2B enterprise SaaS platform context.
  • Familiarity with hardware, such as mobile devices and tablets.
  • Capable of managing relationships with both large enterprise clients and SMBs.
  • Independent, quick thinker with strong team collaboration skills.
  • Background in start ups or small business environments beneficial.
  • Exceptional communication and interpersonal skills, adept at forging robust customer and team relationships.
  • Strong analytical, problem-solving, and financial management skills.
  • Able to thrive under pressure in a fast-paced setting.
  • Knowledge of Waterfall and Agile methodologies.
  • Experience in hardware deployment.
  • Proficiency in training SaaS platform users.

This role has a significant trajectory, leading into a potential Director of Customer Success at some point in the future. The company is scaling significantly and at an international scale. If you’re working in a mission critical SAAS environment, perhaps in oil and gas, defence, blue lights or security & risk management, we’d love to hear from you.

Role is based hybrid from Aberdeen, salary is up to 110k depending on experience plus benefits and incentives.

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