Full timeJAVLN is an award-winning world-class intelligent insurance and data integration software company. We're on a mission to revolutionise the insurance landscape for brokers and underwriting agencies with our cloud-based client, policy, claims and document management platform.The Role:Due to exciting growth, JAVLN is looking for a Global Head of Customer Success with extensive SaaS experience to join our Auckland-based team. As we continue to expand, we are seeking a visionary and results-driven leader to drive customer satisfaction, and champion customer success.You will be responsible for shaping and executing our global strategy to ensure our customers achieve their desired outcomes with our products. This leadership role requires a combination of strategic vision, operational excellence, and a deep passion for customer advocacy.Key Responsibilities:Define and implement the global customer support and success strategy to align with company goals.Build and lead a high-performing, globally distributed team, fostering a culture of excellence and customer focus.Collaborate cross-functionally with product, sales, and marketing to ensure customer-centric decision-making.Customer Support:Oversee the customer support function, ensuring timely and effective resolution of customer inquiries.Implement scalable processes and tools to improve efficiency and customer satisfaction.Monitor and optimise key metrics such as CSAT, NPS, and first-response time.Customer Success:Develop strategies to drive customer adoption, retention, and expansion.Create tailored success plans for enterprise customers and key accounts.Own and improve metrics like customer lifetime value (CLV) and churn rates.Data-Driven Insights:Leverage customer feedback and analytics to identify trends and inform strategic decisions.Report on performance metrics to senior leadership, highlighting achievements and opportunities for improvement.Stay ahead of industry trends, introducing best practices and innovations to enhance customer experiences.Foster a proactive approach to problem-solving and customer engagement.Qualifications:Proven experience leading global customer support and success teams in a SaaS or technology environment.Strong strategic thinking and operational management skills.Excellent communication and interpersonal abilities, with a knack for building trust and relationships at all levels.Demonstrated track record of driving customer satisfaction, retention, and growth.Proficiency in customer success platforms, CRM tools, and support ticketing systems.Ability to thrive in a fast-paced, dynamic, and highly collaborative environment.Any FinTech experience or experience in the insurance industry (InsurTech) would be beneficial, but not essential if you are comfortable learning.About UsWe are passionate about applying technology to create a better future for our customers and are looking for people who can make a difference, and enjoy a challenging and rewarding role.At JAVLN, we are TEAM players, we relentlessly INNOVATE, we CARE about the work we do and we keep things SIMPLE.We have a great office based in Grey Lynn and offer flexibility to work from home.We value providing an inclusive, equal opportunity workplace that supports career development and offers a competitive remuneration package for the right candidate.
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