At a Glance
- Tasks: Lead a global team to enhance customer success and streamline implementation processes.
- Company: Join a dynamic tech company focused on innovation and customer satisfaction.
- Benefits: Enjoy hybrid working, generous holiday allowance, and a GBP 500 annual learning budget.
- Other info: Pet-friendly office with a focus on collaboration and employee well-being.
- Why this job: Make a real impact by improving client experiences and driving operational excellence.
- Qualifications: Proven leadership skills and experience in customer success or implementation roles.
The predicted salary is between 80000 - 100000 £ per year.
Team Leadership & Global Governance
- People Management: Direct, mentor, and coach a global team of managers and individual contributors across the Customer Success and Implementation disciplines, overseeing portfolio distribution, resource capacity, and individual performance.
- Escalation Ownership: Act as the primary senior escalation contact for the global portfolio, guiding the teams through complex day-to-day operational queries, integration blockers, and high-priority client incidents.
- Global-Local Alignment: Unify operations across multiple time zones (including EMEA, APAC, US, and LATAM), deploying standardized global playbooks and performance metrics while ensuring responsive regional execution.
- Process Scaling: Consistently identify, propose, and implement macro-level operational process improvements and internal technical automations to compress onboarding cycles, slash manual configuration efforts, and eliminate billing leakages.
Commercial Execution & Delivery Tracking
- Lifecycle Ownership: Establish clear operational handoff frameworks that transition clients smoothly from pre-sales technical validation, into active implementation, and ultimately into steady-state account management.
- Time-Bound Project Delivery: Govern the Implementation Management framework to ensure integration delivery, go-live technical execution, and hypercare support are completed within strict target milestones.
- Volume Ramp-Up Optimization: Monitor and optimize time-to-activation metrics, ensuring newly boarded merchants efficiently scale their processing volumes to directly realise commercial targets.
- Revenue Protection: Direct the Customer Success team in managing systemic partner risks, mitigating operational noise, and resolving ongoing client friction to insulate and protect PPRO's recurring gross profit base.
Strategic Cross-Functional Leadership
- Silo-Busting: Champion cross-functional alignment at a leadership level across the organization with Account Management, Sales Engineering, Product, and Support.
- The Strategic Translator: Act as the senior bridge between complex global technical infrastructure teams and commercial business units, translating complex API behaviours and technical limitations into simple, actionable business strategies.
- Strategic Voice of the Customer: Serve as the definitive internal voice of the customer, transforming project friction, operational trends, and client feedback into systematic inputs for product roadmap prioritisation.
What's in it for you?
- Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working.
- Learning and Development - We offer a GBP 500 annual budget to support your professional growth.
- Insurance - We want our employees to benefit from various insurances including a medical insurance (BUPA health care plan) and a 5% matching pension plan through Now Pensions.
- Enhanced Family Leave - We offer enhanced family leave to support you during key life moments.
- Workplace Nursery Scheme - Save on childcare through salary exchange.
- Gym membership - PPRO helps contribute towards the costs of your gym membership.
- Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.
- Our HQ office on Procter Street is a short walk from Holborn, Farringdon and Covent Garden.
- Pet-friendly office - Because work is better with your paw-tners by your side.
Our Principles:
- We get things done: We are courageous; we take ownership, make decisions and get things done.
- We act with trust and integrity: We listen first and challenge respectfully.
- We put the customer first: We are laser focused on delivering outstanding outcomes for our customers.
- We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement.
- We work as a team: We collaborate closely and value team success over individual achievement.
Customer Success & Implementation Director employer: Roman Health Pharmacy LLC
At PPRO, we pride ourselves on being an exceptional employer that champions a diverse and inclusive work culture, fostering collaboration among our global team. With a strong focus on employee growth, we offer generous benefits such as hybrid working arrangements, professional development budgets, and enhanced family leave, all while being located in the vibrant heart of London. Join us to be part of a mission-driven company that values innovation and teamwork, ensuring you have the support and resources to thrive in your career.
We think you need these skills to ace Customer Success & Implementation Director
Team Leadership
People Management
Escalation Management
Global Operations Alignment
Process Improvement
Project Management
Client Relationship Management
