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Head of Customer Success, Nordics

Are you excited about providing outstanding customer service? Do you have excellent people skills and a great passion for sharing your knowledge? Do you also have experience managing a CS team and a talent for it? If the answer is yes, read on!

We are looking for a Head of Customer Success for our Nordic teams based in Copenhagen, Oslo and Stockholm, covering Denmark, Sweden, Norway, Finland, Estonia and Iceland. The position is based in our headquarters in Copenhagen and reports directly to the Vice President of Northern Europe.

The Customer Success work at Siteimprove is a critical part of our success, and we take the success and happiness of our customers very seriously. The overall goal of the team is to maintain a high retention rate by helping our customers succeed with our solution, making It an integral part of their day-to-day business.

Responsibilities

As Head of Customer Success, Nordics, you will help deliver effective and proactive customer support to our Nordic customer base, supporting and driving a team of Customer Success Managers toward the team targets. You will not have your own portfolio of customers, but you will lead the team, empowering them and supporting them in reaching their goals, work on strategic CS projects in  collaboration with the rest of the CS organization and continuously work on improving processes and procedures relating to your business area.

You should expect frequent traveling to Oslo, Stockholm and occasionally Helsinki.

In this role, you will:

  • Lead a high-performance customer success team by executing targeted customer retention and customer satisfaction goals and exceeding those goals.
  • Maintain and manage metric reports for the team.
  • Promote the team’s personal development and recommend training to develop relevant knowledge and skills.
  • Define activities to support focus on Net churn. Assist in our goals of maintaining a high retention, preventing churn, and helping our customers grow with us.
  • Create policies and procedures that optimize the customer experience.
  • Work on strategic Customer Success projects in close collaboration with the rest of the Customer Success organization.
  • Keep current on Siteimprove’s product features, advantages, benefits, and selling points.

You will work with your team on:

  • Collaborate with Sales in regards to pipeline opportunities and the identification of accounts that will require specific attention.
  • Development and creation of new customer initiatives.
  • Drive customer focus by understanding and listening to the customer perspective as it relates to their business decisions and activities.

What We Require of You:

  • You have some years of experience with managing and motivating a Customer Success team, preferably covering multiple markets/locations. 
  • You are proactive in your desire to help and add value to our customers.
  • It is important you have excellent communication skills, preferably in one of the Nordic languages and in English, and are able to lay out technical content to different audiences.
  • You have an inquisitive mind and the ability to think on your feet.
  • You have a general interest in web and a flair for tech.

What We Would Love About You:

It would be wonderful if you have experience working with a  customer retention tool like Totango and one or more of these fields: web content creation, accessibility, SEO, analytics. Knowledge of CMS and HTML will also come in handy.

What you will love about us:

Siteimprove is a Danish founded multinational company with over 500 employees worldwide. In addition to our headquarters in the heart of Copenhagen, we have offices in Minneapolis, London, Berlin, Vienna, Oslo, Stockholm, Sydney, Zurich, Tokyo, Singapore, and Toronto, and our customers are spread across North America, Europe, and Asia.

Even though we’ve grown rapidly since our foundation back in 2003, we’ve maintained our entrepreneurial spirit and strong feeling of togetherness. Read more about Siteimprovers and our inclusive and global “work hard, play hard” culture in this section here: https://careers.siteimprove.com/culture/

We also offer amazing perks!

  • Great and Inspiring Company Culture. We are passionate, innovative and people-centric. We’re consistently named as a great place to work across the globe.
  • Amazing Kitchen Staff. Our celebrity head chef and his kitchen staff cook delicious lunch for us every day. There’s always cake on Fridays and on special occasions and celebrations (which, luckily, is quite often). Naturally, we offer free coffee, free sodas and free fruit ad libitum, plus there’s opportunity to buy food to take home at extremely reasonable prices.
  • Outstanding Office Location. We are located in the heart of Copenhagen in a beautiful building sometimes referred to as “the Palace” by our employees.
  • Own Friday Bar & Beer Brewery! We brew our own beer, and on the top floor, we have our very own Friday Bar with quality beverages (also the stuff that we brew…). In the summer, we may take the party to our cozy courtyard for barbecuing in the sun.
  • Corporate Social Responsibility. We do various activities to be a good corporate citizen, and we are very proud to be a socially responsible company, internally and externally.

Contact

Click on the ‘Apply Now’ button to submit your application. If you have any questions regarding the job, feel free to contact Sr. Talent Acquisition Specialist Katrine Rav Hallas at krh@siteimprove.com 

Siteimprove is a global corporation and has developed data practices designed to assure your personally-identifiable information is appropriately protected. Please note that personal information may be transferred, accessed and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at Siteimprove.com/privacy

Apply now!


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