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Customer Success Team Leader (UK) Full Time

at Wheelright Oxford in Oxford (Published at 04-03-2021)

Join our customer success team supporting innovative products in a global market.

This is a new role to lead and develop a customer success team for WheelRight. The role will require the applicant to work with both external and internal customers, often involving travel that could be international in nature. As the lead for the global customer success team you would be ensuring the team could provide 24/7 support to customers. You would enable the installation and commissioning of the company?s software on our hardware platforms.

WheelRight are looking to recruit a person experienced in leading teams and working with customers. This is a customer facing role with active customer engagement encouraged. The team will be responsible for on-boarding customers and their care throughout the product life-cycle. The role will be closely involved with the product development side of the business with customer feedback being used to help define new development activities.

The activities within this role will include:

  • Leading the customer success team

  • Onboard new Customers and ensure high engagement through the contract life cycle at stakeholder and user level

  • Ensure that product and market knowledge is of a high standard to enable delivery that meets Customers? needs effectively

  • Provide effective training and support to Customers

  • Supporting the product development team in identifying customer?s requirements to effectively resolve their issues

  • Working alongside Customers to ensure that they are successful and get a return on investment

  • Working closely with the account management and product teams to deliver value to Customers, maximise opportunities and reduce risk of cancellation

  • Identifying and creating opportunities for upsell that can be converted by the account manager

  • Recruiting additional team members

  • Training new team members to be effective in their support and engagement with customers.

The applicant should have experience of the following:

  • Strong communication and presenting skills

  • Able to acquire an effective working knowledge of the product, the market, competitors and customers

  • Good time management and organisational skills

  • A good technical ability but also with a strong commercial acumen

  • Multi-tasking/deadline oriented

  • Highly motivated

  • Experience working in SaaS companies

  • Experience in data gathering, analysis and reporting

  • Proven ability to collaborate and build strong relationships with customers especially at the Executive level

  • Process driven, seeking always to optimise customer journeys and user experience

  • Team leadership

  • Recruitment

  • Developing team members

A full driver?s license will be required.

Employment details

Working hours: 7.5 hours per day, Monday-Friday. The role will be based at the WheelRight offices in Oxford but will require travel both in the UK and International.

Salary range: up to £50,000 p.a.

Holiday entitlement: 25 days + national holidays

WheelRight Ltd are based at the Oxford University Begbroke science park just north of Oxford, which has an onsite canteen and free bus service from Oxford centre. The science park also has lunch time activities such as The Begbroke Science Forum, informal running groups, exercise classes, free seminars, workshops and networking events

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