Head of Customer Experience Lead

4 weken geleden

Amsterdam, Noord-Holland, Nederland INDG Voltijd
About the Role

We are seeking a highly skilled and experienced Head of Customer Experience to lead our customer service operations and drive customer satisfaction, retention, and growth.

Key Responsibilities
  • Lead and develop a high-performing customer service team, including the Onboarding Team, Key Account CSMs, Support Team, and SAMs.
  • Drive retention and growth through strategic initiatives that reduce churn, increase upsell/cross-sell opportunities, and effectively manage customer migrations.
  • Collaborate with the product team to identify and address customer pain points, enhancing customer satisfaction and retention.
  • Partner with the Strategic Account Manager (SAM) team to leverage upsell and cross-sell opportunities.
  • Establish structured cooperation between Support Agents, Onboarding Specialists, CSMs, and SAMs to create a cohesive and efficient commercial ecosystem.
  • Optimize the customer journey from onboarding through ongoing support and strategic account management.
  • Monitor and analyze customer success metrics, providing regular updates to the leadership team.
Requirements
  • Proven experience in a senior customer service or customer success role, preferably in a SaaS or technology-driven environment.
  • Strong leadership skills with a track record of building and developing high-performing teams.
  • Demonstrated ability to drive customer retention and growth through strategic initiatives.
  • Experience working closely with sales and product teams to enhance the customer journey and optimize retention.
  • Excellent communication skills in Dutch and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
About Us

Tellent is a premier Talent Management Suite that enables People teams to improve the full employee lifecycle with a cutting-edge Applicant Tracking System, Human Resources Information System, and Performance Management Software – all in one place.

We have a growing network of over 300 partners, all committed to one vision: guiding all People leaders to create a better world of work.

We celebrate diversity and welcome applications from underrepresented groups and encourage people of all backgrounds to apply.

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