At a Glance
- Tasks: Lead customer success initiatives, driving retention and satisfaction across our client base.
- Company: Join Moorepay, a dynamic team within the Zellis Group, focused on growth and innovation.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and a supportive work culture.
- Other info: Collaborative environment with strong focus on mental health and work/life balance.
- Why this job: Make a real impact in a leadership role at a pivotal time for the company.
- Qualifications: Proven leadership in Customer Success, with experience in SaaS environments.
The predicted salary is between 60000 - 80000 £ per year.
As Head of Customer Success, you’ll own the overall customer relationship, driving retention, growth and customer satisfaction across our client base.
This is a high impact leadership role at the centre of Moorepay’s growth.
You’ll lead a fast paced function spanning Customer Success, transitions and complaints, shaping a customer first culture and ensuring customers realise maximum value from our products.
This role is critical in driving NPS, improving customer experience and partnering with Sales and Product to grow and strengthen customer relationships.
- This is a hybrid role - office based at our Swinton office 3 days a week
- Why apply
- Lead a critical function at a key point of growth and transformation
- Shape the customer experience strategy and make a visible impact across the business
- Join a fast paced, collaborative environment with real opportunity to drive change and progression
Key Responsibilities
- Lead and develop a high performing Customer Success function, driving a strong customer first culture
- Own customer retention, growth and satisfaction, including NPS and customer health
- Build and maintain senior relationships with key customers, acting as an escalation point when needed
- Drive customer success plans, service improvement initiatives and adoption of new features
- Lead through periods of change, including product transitions and platform upgrades
- Ensure at risk customers, escalations and complaints are actively managed and resolved
- Use data and insight to improve customer outcomes, drive adoption and identify growth opportunities
- Partner with Sales, Marketing and Product to expand customer relationships and increase revenue
- Drive continuous improvement across processes, systems and service delivery
- Champion innovation, automation and better ways of working to enhance customer experience
Skills & experience
- Proven leadership experience in Customer Success or client services within a Saa S or outsourced environment to volumes of customers ranging from 50-2000 employees
- Strong track record of improving customer experience, retention and NPS
- Experience managing large, complex customer bases and strategic accounts and supporting them through product upgrades or change
- Knowledge of legal, regulatory and compliance requirements of HR and payroll services.
- Confident operating in fast paced, changing environments including product transformation
- Commercially aware, with experience driving revenue growth and account expansion
- Strong data driven mindset, using insight to inform decisions and improvements
- Experience using AI tools as part of the Customer Success function
- Proven people leader with the ability to build, engage and develop high performing teams
- Excellent stakeholder management skills, able to influence at senior level
Benefits & culture
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India).
We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues.
The average length of service at Moorepay is 12 years, which speaks for itself!
To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.
Here’s what you’ll gain if you join our team
- A career packed with opportunity, in a stable and growing company.
- A comprehensive programme of learning and development.
- 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension with up to 8.5% employer contributions.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at moorepay. 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 moorepay 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 in Manchester
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 moorepay:Your cover letter is your chance to shine! Tell us why you want to work at moorepay 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 moorepay!
How to prepare for a job interview at moorepay
✨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.
