At a Glance
- Tasks: Lead global teams to enhance customer solutions and drive commercial success.
- Company: Join IRIS, a top UK software company trusted by over 100,000 businesses.
- Benefits: Competitive salary, hybrid work, and opportunities for continuous learning.
- Other info: Great culture that values diversity and empowers every individual.
- Why this job: Make a global impact while developing high-performing teams in a dynamic environment.
- Qualifications: Proven leadership in customer solutions and experience in B2B software.
The predicted salary is between 40000 - 50000 £ per year.
About IRIS
IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms. We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.
About the Role
As our Global Director of Customer Solutions, you'll lead a critical commercial function responsible for helping customers feel confident in choosing IRIS. Reporting to Anthony Kikkert, you'll bring together our Pre-Sales, Bid Management and Subject Matter Expert (SME) teams under one global strategy, ensuring they work seamlessly to support both new business and existing customers. Working closely with Sales, Product, Customer Success and Marketing, you'll play a key role in improving customer confidence, strengthening commercial performance, and shaping how IRIS wins and grows business across the globe. This is a hands‑on leadership opportunity for someone who enjoys building high-performing teams, influencing strategic customer opportunities, and delivering measurable commercial results.
Key Responsibilities
- Lead and develop our global Pre-Sales, Bid Management and SME Specialist teams.
- Create a consistent operating model across all regions, driving collaboration and best practice.
- Support our largest and most strategic customer opportunities, acting as a senior commercial leader.
- Improve the quality and consistency of demonstrations, solution design and technical validation.
- Oversee the bid management function, ensuring high-quality tenders, proposals and RFP responses are delivered on time.
- Partner closely with Sales, Product, Customer Success and Marketing to create a seamless customer journey.
- Develop scalable processes, governance and reporting to support continued global growth.
- Coach and develop leaders while building a high‑performing, customer‑focused global function.
- Drive measurable improvements in: Win rates, Average deal size, Expansion revenue, Customer retention, Time‑to‑close.
What We’re Looking For
- We're looking for an experienced commercial leader who brings: Leadership experience within Pre-Sales, Solutions Consulting, Solution Engineering, Bid Management or Customer Solutions.
- Experience managing multiple customer‑facing teams within a B2B Software or SaaS environment.
- A proven track record of improving commercial performance, including increasing win rates, deal values and customer retention.
- Strong leadership skills with the ability to coach, develop and inspire high‑performing teams.
- Excellent stakeholder management skills, with experience partnering closely with Sales, Product and Customer Success leaders.
- The ability to translate technical solutions into clear commercial value for customers.
- Experience supporting enterprise sales teams and complex, high‑value opportunities.
- Experience within HR, Payroll, Accountancy, Education or other regulated software sectors would be advantageous.
Location: UK (Hybrid / One of our UK offices)
Salary: Competitive
Reporting to: VP of Global Sales Enablement
Why You’ll Love Working Here
- Impact: Your work will influence millions globally.
- Growth: Continuous learning and career development opportunities.
- Belonging: A culture that celebrates diversity and empowers every individual.
What to expect from our hiring process
Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role — more senior positions may involve additional steps, and some areas include role‑specific assessments such as a technical test or case study — but typically you can expect: Application review — we assess your experience and potential, Initial call — a short conversation to learn about you and share more about the role, Skills assessment — tailored to position, e.g. case study, coding challenge or portfolio review, Final interview — meet the team and explore how you’ll make an IMPACT at IRIS. We'll always walk you through specific stages at start of the process so you can prepare with confidence. If you need any adjustments or accommodations during the process, let us know we’re committed to making this experience accessible for everyone.
Global Director of Customer Solutions employer: IRIS Software Group
IRIS Software Group is an exceptional employer that prioritises employee growth and development, offering a collaborative work culture where your contributions directly impact client success. Located in a vibrant area, we provide competitive benefits and a supportive environment that fosters innovation and teamwork, making it an ideal place for professionals looking to make a meaningful difference in customer relationships.
StudySmarter Expert Advice🤫
We think this is how you could land Global Director of Customer Solutions
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IRIS Software Group. 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 IRIS Software Group 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 Global Director of Customer Solutions
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 IRIS Software Group:Your cover letter is your chance to shine! Tell us why you want to work at IRIS Software Group 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 IRIS Software Group!
How to prepare for a job interview at IRIS Software Group
✨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.
