Our client is a technology provider of MT4/MT5 solutions for retail brokers and they are currently recruiting for a Head of Client Success to head up the team at their Limassol-based offices.
The clients' mission is to provide reliable, robust, effective, and helpful software for Retail FX and CFD Brokers and they are looking for professionals to continue our expansion in the region. If you recognize yourself as a person with perfect communication skills, client-oriented this is the company to further your career.
Company values:
- Respect for People: We value our people, encourage their development and reward their performance
- Teamwork: We work together, across boundaries, to meet the needs of our customers and to help our company win Integrity
- Be real, be ethical, be honest
Responsibilities:
- Manage, coach, and develop the international team of Success managers (10+members)
- Expand existing customer relationship with current clients
- Onboard and educate new Success Managers
- Develop optimization strategies that increase the client's engagements with company products and services
- Improve the lifetime value of the client and reduce the churn
- Establish customer service policies and practices
- Manage accounts together with Sales and Support Departments
- Collaborate with other departments to solve client’s challenges
- Run analysis and key metrics, measure effectiveness of Success team
- Constantly enhance the customer experience throughout the onboarding process, product adoption and client lifecycle
- Standardize and consistently update the account plan/ success plan documents for the clients to ensure effective and contextual engagement strategies
Qualifications and Requirements:
- Languages: English (fluent, professional)
- 5+ years of experience in customer service or customer success position
- Adaptive management style (to be able to work with UK, Ru, Asia, Cy etc etc - different mentalities)
- Individual approach to employees ? empathic (again, towards managing different type of people and understand their needs)
- Quick decision making
- Taking responsibility for outcome of the decisions made - (share good with the team and wrong - to fix with no blaming)
- Ability to give feedback
- Being able to give up one's idea, when reasonably proved wrong (admit mistakes)conflict resolutions
- Coordinate people, processes, and bits of everything
- Fairness ahead of personal relationships or likeness to people
- Proactive - if you see something is not right - think how to make it better, don’t know how to change process - still raise it with colleagues that this should be improved
- Who else, if not me” attitude - meaning proactive again, not waiting for others to give you ideas
- Self discipline - our heads are quite independent and self motivation, self managing is expected
- Being able to control emotions and focus on solution, rather than being “right”, detach professional issues from personality
- Respectful approach to all colleagues, subordinates etc on all levels
What We Offer:
- Salary from 48 000 EUR to 54 000 EUR gross annually based on experience
- Annual bones
- Medical cover
- Comfortable and pleasant working environment
- Career growth and development
- Opportunity to attend all the leading Financial EXPOs
- Fully expensed company annual vacation
Working hours:
- Monday to Friday from 9 to 6 (4 days from the office, 1 day from home)
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Head of Client Success with reference number 1204.
Or you can apply directly through your candidate login by hitting the APPLY button.
