Global VP, AI-Driven Client Success & Experience

Paymentology; Lisboa; Presencial; EUR 150 000 - 220 000; Tempo integral

Resumo da oferta

Paymentology is seeking a strategic, globally oriented VP to lead Client Success & Experience. The role unifies Customer Support and builds Client Success Operations into a cohesive global function that partners with Account Management and acts as the main technical and product liaison for clients.

The candidate will drive client outcomes, adoption, retention, and operational excellence by deploying a proactive, AI-enabled model that blends human expertise with automation at scale.

Qualificações

• Strong leadership experience managing global Client Success, Technical Account Management, Customer Support, or Client Operations teams.
• Deep understanding of client lifecycle management, customer success methodologies, and operational excellence frameworks.
• Proven ability to lead large-scale transformation initiatives and build high-performing global organizations.
• Experience leveraging AI, automation, predictive analytics, and self-service technologies to improve client outcomes and operational efficiency.
• Strong commercial acumen with the ability to understand client business models and align operational performance with growth opportunities.
• Excellent stakeholder management skills with the ability to influence and collaborate across executive leadership teams.
• Data-driven decision-making capabilities with experience establishing and tracking meaningful client success and support metrics.
• Strong communication, strategic planning, and organizational leadership skills.
• Ability to thrive in complex, fast-paced, global environments while balancing strategic priorities with operational execution.

Responsabilidades

• Lead the global Client Success & Experience organization, unifying Customer Support and develop the Client Success Operations function.
• Define and execute the future-state client success strategy, ensuring a seamless and consistent client experience across all touchpoints.
• Build a proactive client engagement model focused on adoption, retention, operational excellence, and long-term partnership success.
• Champion a culture of accountability, ownership, client-centricity, and continuous improvement.
• Develop and mentor leaders across Client Success and Support functions.
• Build predictive client health and retention frameworks that identify risks and opportunities before they impact clients.
• Leverage AI and data analytics to uncover adoption barriers, growth opportunities, and emerging client risks.
• Implement AI-assisted support capabilities including intelligent case triage, knowledge retrieval, resolution recommendations, and workflow automation.
• Drive the adoption of self-service capabilities that empower clients and reduce dependency on manual intervention.
• Establish governance frameworks and performance measurement for AI-enabled client experience initiatives.
• Improve client experience through proactive engagement, operational transparency, and scalable support models.
• Deliver real-time visibility into platform health, program performance, reporting, and operational insights.
• Drive improvements in support responsiveness, issue ownership, escalation management, and resolution predictability.
• Establish client health scoring frameworks and operational performance metrics.
• Reduce manual effort through automation, intelligent workflows, and scalable service delivery models.
• Partner closely with Product, Engineering, Implementations, Commercial, and Operations teams to improve client outcomes.
• Translate client feedback, friction points, and operational challenges into actionable product and process improvements.
• Drive executive-level visibility into client health, satisfaction, retention risks, and growth opportunities.
• Ensure alignment between client success objectives and broader business strategy.

Formação académica

Bachelor’s degree in Business, Technology, Computer Science, Engineering, or a related discipline preferred

Descrição da oferta de emprego

Paymentology is seeking a strategic, globally oriented VP to lead Client Success & Experience. The role unifies Customer Support and builds Client Success Operations into a cohesive global function that partners with Account Management and acts as the main technical and product liaison for clients.

The candidate will drive client outcomes, adoption, retention, and operational excellence by deploying a proactive, AI-enabled model that blends human expertise with automation at scale.