RMK Talent Solutions - 0131 220 9041
Head of Customer Success
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RMK Talent Solutions is delighted to partner with a dynamic Fintech company, seeking to appoint a dedicated Head of Support & Customer Experience. This is a permanent role ideal for a driven individual with a strong background in Digital and Online customer management. The organisation is a private enterprise with a close-knit team, committed to delivering innovative financial technology solutions. As Head of Support & Customer Success, you will play a pivotal role in nurturing client relationships and ensuring the delivery of exceptional service, fostering long-term loyalty and growth.
Responsibilities
- Develop and implement strategies to enhance the overall customer experience and satisfaction.
- Lead the customer success team to deliver proactive support and engagement initiatives.
- Identify opportunities for upselling and cross-selling to maximise client value.
- Collaborate with product, sales, and marketing teams to relay customer feedback and insights.
- Analyse customer data to identify trends, potential issues, and improvement areas - reducing churn and improving client experience.
- Establish metrics and KPIs to measure the effectiveness of customer success initiatives.
- Foster a customer-first culture within the organisation, ensuring transparency and trust in all interactions.
- Manage escalations efficiently and resolve complex client issues promptly.
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Requirements
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- Proven experience in Digital or Online Customer Success management, ideally within a Fintech/Wealthtech or similar environment.
- Strong leadership skills with the ability to motivate and develop a team.
- Excellent communication and interpersonal abilities.
- Analytical mindset with proficiency in data analysis and reporting.
- Strategic thinking with a customer-centric approach.
- Experience working in a fast-paced, innovative organisation.
- Knowledge of financial technology products or services is advantageous.
This role offers the opportunity to contribute to the company's ongoing success. We look forward to your application and to supporting you in taking the next step in your career.
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