calm | organized | Charismatic | Analytical | Empathetic / people person | Challenging | Open minded | Problem solving | Autonomous
Wizy.io is a high growth technology start up incubating it’s own B2B SaaS solutions. We are based in Paris France with a global team of 30 located on 4 continents (France, Philippines, US, Australia).
We have decided to build a dedicated Customer Success team to take over the Job of Customer Success spread between multiple people and locations. This new Customer Success team will be located in Manila, close to our existing Development team.
We are looking for an experienced Director of Customer Success Management to build, grow and manage the team. Our target is to build a team of 6 Customer Success Managers for end 2019, ensuring a 24x7 support access.
The Director of Customer Success management will be part of Wizy Management team and report to the CEO.
What you will do:
The Customer Success team at Wizy helps customers get the most out of Wizy solutions and fulfill their desired outcome.
Through empathy, understanding and product knowledge, they advise our users on how to best use Wizy Solutions. Their mission is to:
- Ensure that customers solve their initial pain(s) with Wizy solutions (satisfaction, retention)
- Guide customers towards their own success (define action plans based on use cases)
- Be the voice of the customer in the company (share new features' ideas & usability issues)
- Ensure that our customers grow with our solution (natural expansion, upsell & cross-sell, detect opportunities & risks)
We're looking for an experienced Director of Customer Success who is eager to tackle new challenges and can help scale, strengthen and lead the Customer Success team.
If you are a customer (success) lover with a builder mindset, eager to manage a team of 6 people, we'd love to hear from you.
- Recruit and Manage a team of 6 people : conduct 1-1 meetings, conduct performance review, assess the team performance
- Structure the team as scale
- Set-up the SoP and train new hires
- Prepare the new hire's ramp up & make sure they are on track
- Be responsible of the team objectives and KPI’s
- Be responsible for the team communication in the company (weekly review, monthly newsletter, business meetings)
- Work on the team forecasting & roadmap
- 5 years of experience in Customer Experience/Customer Success
- Strong managerial experience with a minimum of 2 years experience managing a team of support or customer success
- Previous experience in SaaS B2B is a plus
Skills we're looking for:
- Ability to structure a vision for the team at medium and long term and design a roadmap
- Capacity to attract new talents and make talents grow in the company
- Excellent organization & prioritization skills : we evolve in a fast-paced environment
- Empathetic / people person
- Open minded
- Problem solving
- Calm as the customer success team is managing customer issues
- Charismatic, ability to drive and motivate a team
- Attention to detail and an eye for quality
- Recruit the team
- Set up the team's objectives
- Structure the team and set up the SoP
- Enable the team to reach targets
- Overall performance of the team
- Happiness of the team
Why should you apply? 🙌
- Be part of the management team of a global startup
- Salary based on experience
- Learning environment, entrepreneur and team spirit
- Medical reimbursements,
- Technical Training and overseas travels to Customer success conferences in the US