Head of Global Customer Success & Service Operations

Oni; Oxford; Presencial; GBP 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary

28 days leave

Private healthcare

Inclusive culture

Mental health support

Pension scheme

Perks at work

Resumo da oferta

Oni in Oxford is seeking a senior Customer Success leader to own the post-sale experience for its Nanoimager customers. You will guide field service engineers, ensure renewals, and shape a scalable service organisation that increases uptime and adoption.

You will build cross-functional processes, manage service P&L, and develop AI-enabled support to improve response times. The role offers a dynamic, inclusive environment with competitive compensation and comprehensive benefits.

Qualificações

• 8+ years in quota-bearing sales or post-sale roles in scientific instrumentation.
• Proven people leadership across distributed technical teams.
• Experience with service economics, renewals, and customer experience.
• Strong operations, escalation, and cross-functional leadership.

Responsabilidades

• Lead field service engineers, customer-support, and support-field applications across the installed base.
• Own service-renewal performance and establish a renewal process.
• Manage service P&L and improve the economics of the post-sale organization.
• Establish customer satisfaction, uptime, response-time, and service-level metrics.
• Improve mean time to repair and reduce avoidable customer downtime.
• Oversee installations, preventive maintenance, break/fix, escalation, and case-management processes.
• Ensure customers successfully adopt the company applications and workflows and receive appropriate applications support.
• Identify customers at risk and coordinate cross-functional recovery plans.
• Identify expansion, advocacy, and reference opportunities and route commercial opportunities appropriately.
• Lead development of digital and AI-enabled support where it improves scale, responsiveness, or customer experience.
• Build global staffing, process, and service capacity as the installed base grows.

Conhecimentos

Quota carrying

People leadership

Service economics

Operations leadership

Cross-functional leadership

Descrição da oferta de emprego

Oni in Oxford is seeking a senior Customer Success leader to own the post-sale experience for its Nanoimager customers. You will guide field service engineers, ensure renewals, and shape a scalable service organisation that increases uptime and adoption.

You will build cross-functional processes, manage service P&L, and develop AI-enabled support to improve response times. The role offers a dynamic, inclusive environment with competitive compensation and comprehensive benefits.