At a Glance
- Tasks: Lead the project delivery team and ensure exceptional client service.
- Company: Innovative design consultancy with a reputation for quality.
- Benefits: Competitive salary, bonus, and opportunities for professional growth.
- Other info: Join a dynamic team in a growing company based in London.
- Why this job: Make a real impact on client delivery and shape future processes.
- Qualifications: Experience in client delivery and strong leadership skills required.
The predicted salary is between 75000 - 85000 £ per year.
Act as the senior escalation point for complex client issues, taking ownership through to resolution. Build strong relationships with key clients and support strategic accounts where required. Work cross-functionally with Sales, Warehouse Operations and Procurement to improve processes and reduce recurring issues. Identify opportunities to improve efficiency, resource utilisation, communication and customer satisfaction. Own the departmental performance scorecard and report regularly to the Leadership Team on delivery, financial and team performance. Develop scalable systems and processes that strengthen the delivery function and support future growth. Lead a culture of continuous improvement, operational discipline and exceptional customer service.
What the Client Would Like to See:
- Significant experience in a senior client delivery, project delivery or operations leadership role.
- Experience managing a multi-project or multi-site delivery function.
- Proven experience leading, developing and holding teams accountable.
- Strong commercial and financial acumen, including experience with budget ownership.
- Excellent stakeholder management skills, with the confidence to work across Sales, Operations and directly with clients.
- Someone who is calm and decisive under pressure and comfortable managing difficult client conversations.
- A commercially minded approach, with the ability to balance profitability with service quality.
What We Would Like to See:
- Experience within a design, installation, project-based or similarly operational environment.
- A track record of building structure and process within a growing business.
- Experience using performance data and reporting to identify issues and drive improvements.
- Someone who is equally comfortable operating strategically and getting into the detail when needed.
- Strong Microsoft Office and reporting skills.
At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.
This is an exciting point in the company's growth, with the opportunity for someone to make a real impact on how the business delivers for its clients, while helping to shape the processes, team and standards that will support its next stage.
Key Duties:
- Lead and develop the project delivery team, creating a high-performing, accountable and customer-focused function.
- Take overall responsibility for the successful delivery of client projects, ensuring they are delivered on time, to budget and to the required standard.
- Allocate projects and resources.
Head of Customer Success employer: Harmonic, Inc.
At Harmonic, we pride ourselves on being an exceptional employer, offering a dynamic work environment in London where innovation meets operational excellence. Our commitment to employee growth is evident through our focus on continuous improvement and the opportunity to shape processes that drive success. With a culture that values collaboration and inclusivity, we empower our team members to take ownership of their roles while delivering high-quality projects for our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harmonic, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Harmonic, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Harmonic, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Harmonic, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Harmonic, Inc.!
How to prepare for a job interview at Harmonic, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
