Key Responsibilities

Customer Success:

• Lead on the planning and execution of a high performing customer success strategy across all Zymplify products aligned to our growth strategy and centred around both current as well as potential future customers

• Create approaches and programmes to support for sustainable scalability in areas such as account management, services execution and customer support.  

• Oversee the flawless execution of an exceptional customer journey through key touchpoints ensuring value is added at every opportunity across the customer life cycle.

• Oversee customer-focused programs to ensure a positive experience (e.g. onboarding, enablement, support and services).

• Take ownership of a customer centric approach across the business, assuming the voice of the customer internally and ensuring that all staff understand how they can contribute to a ‘Customer First’ ethos.

• Actively drive the sustainable growth of the business by ensuring strong customer relationships, customer satisfaction and retention of key customers

• Review customer success performance against measurable targets, metrics and milestones 

• Refine approaches to customer success to ensure improved workflows collaborating with other key staff to ensure a seamless transition across the customer life cycle  to ensure continuous optimisation, improvement and yield long-term returns.

• Collaborate with other teams to ensure a highly effective customer acquisition strategy and the ongoing engagement of existing customers with offers/new features to help maximise customer success

• Hire, lead, coach and retain a team of high-performing Customer Success professionals who delight in exceeding customer expectations at every opportunity

• Develop standards for handling customer issues and representing the organisation including the escalation of issues as appropriate to ensure customer satisfaction.

• Works closely with other departments to ensure organisational standards are being met and tracking customer satisfaction.

• Contribute to effective working relationships and co-operation across the Leadership Team and wider business to foster collaboration and strong alignment across sales, marketing, customer success, product and wider business improvement

Leadership:

• Work as a key member of the Zymplify Leadership team contributing to development, implementation and review of targets to deliver on the company’s performance and future growth

• Contribute to ensuring a high performance working environment by monitoring the performance of your team, ensuring regular reviews are undertaken and all  staff receive ongoing development/coaching or other support as required

• Contribute to the development of the company’s culture by fostering positive working relationships across the business and role modelling the company’s values to ensure a positive working environment for all Zymplify staff and contractors

• Oversee the adherence to all systems in place to ensure that relevant data is stored, accessed and processed in line with company policy, current data protection legislation as well as ISO 27001 requirements.

Other:

• Proactively contribute to ensuring the business meets its responsibilities under health and safety by monitoring issues in your area, ensuring near misses are reported and making efficient use of all measures introduced by the company to ensure the wellbeing of all employees

• Demonstrate an ongoing commitment to learning and continuous professional development to ensure that you remain up to date with developments within your sector/area of work

• Given the nature of the business and Zymplify team, no job description can be considered exhaustive. All staff will be required to demonstrate a high level of flexibility and undertake additional duties and/or responsibilities from time to time to meet business need.