Head of Customer Success EMEA

Location

Croydon, Cambridgeshire | United Kingdom

Job description

Janes enables militaries, governments, and defence companies to make critical decisions. Our expert-driven tradecraft, developed over 120 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities and order of battle, equipment, events, countries, companies, and markets.

Linking millions of assured data points, Janes data model creates a framework of interconnected open source defence intelligence. This allows our customers to integrate all relevant data and connections into a single intelligence environment to deliver a more complete and accurate answer. Using Janes, our customers can use their scarce resource more effectively, to get to better decisions with higher confidence, more quickly.

Janes are looking for a Head of Customer Success- EMEA to play a pivotal role in shaping and executing our customer success strategy across the EMEA region. Leading a team you will champion customer success initiatives, drive adoption and ensure the success and satisfaction of our valued customers.

As Head of Customer Success- EMEA you will be responsible for:-

• Leading the CSM Team across EMEA to ensure best practice and CSM excellence is achieved in line with Janes standards in order to deliver C2V for Janes Clients
• Maximise the value the customer generates by utilizing Janes content and data subscribed to through enhanced knowledge transfer
• Reduce churn and pro-actively identify/mitigate risks through early intervention
• Develop and maintain an engaged user community by understanding client workflows and requirements handling requests, comments and concerns
• Work with the Sales team to identify and capture any new/up sell opportunities
• Undertake end user community surveys and socialise feedback within Janes following up on any actions when required to ensure training meets and enhances clients expectations of Janes
• Lead the development and implementation of user community engagement strategies including case studies and scenario modelling for sharing best practice
• Support and Co-ordinate (with Account Managers) internal Stakeholders and external engagements
• Support the testing of new products and the development of existing products
• Collaborate with Marketing to develop user promotions and support client engagement initiatives
• Reporting to LT on key performance metrics and fully utilizing CSM/Sales tool sets (Asana/Salesforce/and others)
• Support individuals development through managing performance and conducting regular reviews including coaching and mentoring
• Support the recruitment and onboarding of new colleagues
• Work with internal stakeholders to continue to further develop systems and processes to support success including providing solutions to remove roadblocks and challenges
• Operate efficiently and effectively (manage costs/ROI)

Requirements

The ideal skills and experience for this role are:-

• Demonstrable experience within a Lead Customer Success Management role
• Considerable experience in a data service provider and/or within the Aerospace and defence military sectors (preferable)
• Proven track record in People Leadership and managing performance
• Proven track record in an independent working environment
• Excellent communication and presentation skills both virtually and in person
• Experience of leading through changing environments
• Proven administrative skills
• Former Military/Government experience (preferable)
• Experience of balancing ‘hard line’ and ‘soft line’ reporting
• IT experience/competency working with online toolsets

Benefits

• 27 days of annual leave
• Healthy half (0.5 day leave every 6 months for wellbeing)
• Leave- study/ volunteer/ reserve forces
• Pension plan (6% employer contribution) 
• Private medical insurance – Vitality
• Maternity (100% of basic salary for the first 26 weeks followed by Statutory Maternity Pay)
• Paternity (100% of basic salary for 6 weeks) 
• Life cover
• In-office gym
• Learning and Development- GoodHabitz access

Job tags

Salary