Head of Customer Success

Job description

OTA Insight is a Revenue Management Intelligence Provider for the hospitality business (our clients are individual hotels and major chains like Hilton, Accor, … ). OTA Insight is an online dashboard solution (SaaS) providing rate intelligence for the hotels to increase their revenue by optimizing their pricing. We combine cutting edge technology and data analytics to provide smarter business intelligence to maximize occupancy and revenue.


Today OTA Insight is present in more than 185 countries around the world and works with more than 55,000 independent, local and global chain properties. We have grown to a team of 225 employees representing 36 nationalities and working from locations all over the world.

When you start here, you’ll find yourself in an environment that's exciting, motivating, challenging, and fun. We are expanding internationally and are looking for a full-time Head of Customer Success (Ghent, Belgium based)


Snapshot of the position:

Reporting directly to the Chief Customer Officer (CCO) you are responsible for the customer service function at OTA Insight with overall responsibility of optimising existing clients and growing NPS, customer satisfaction & revenues in those accounts.

As Head of Customer Success you provide global strategic leadership and direction for the delivery of post-sales services and support to clients/customers. You will manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Moreover, you will analyse operational processes, escalation procedures and perform training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.

You will be targeted on leading, strategising with and growing a successful team of Customer Success Specialists and Managers in EMEA, APAC & AMER to establish and increase our global footprint within existing accounts. With this in mind, you will select, develop, and evaluate personnel to ensure the efficient operation of the function.


You will liaise with customers and product and engineering, commercial teams, order processing and accounting to resolve status, delivery and billing inquiries. Our team operates with a land and expand model, so the Customer Success Team will be targeted around relevant revenue growth and renewals.

Customer Success Responsibilities:

  • Define, optimise and oversee customer journey & lifecycle processes globally and plan towards maximum customer engagement
  • Personally manage escalations from your direct reports, and follow a methodical escalation process to executive team
  • Drive true value for customers by find ways for CS specialists and Managers to deeply understand our customers’ objectives and become a trusted right-hand advisor
  • Determine how to define, drive, and demonstrate the value (ROI) delivered
  • Lead cross-functionally to drive customer success by (a)  clarifying ownership for each part of the journey, (b) gathering feedback from other departments, including Account Management, Sales, Finance, Product, and others, to improve the customer experience, and (c) advocating for changes in other departments’ ways of working and collaborate with them to implement those
  • Drive & align on renewal and up-sell strategy and focus on selling with a retention focus
  • Be the best user of CS Tools/dashboards, promote adoption of key CS processes and ensure CS tools/dashboards are our company’s single source of truth for customer health

Team Management Responsibilities:

  • Recruit, mentor, groom and inspire a world-class team
  • Set expectations on performance and give feedback

  • Define, build and roll out a growth framework for the CS Team and set up training and mentoring to support tailored growth plans for your team members

  • Propose improvements to your team’s organisational structure

  • Achieve operational excellence by Continuously communicate metrics to team and report on metrics each month to our Chief Customer Officer

Requirements

  • Experienced Head or Manager of Customer Success, having managed teams and scaled successfully.

  • Knowledge of SaaS CS tooling.

  • Track record in delivering SaaS solutions to larger customer bases over several international regions.

  • Ability to build strong relationships across a number of different business units within 1 account.

  • Experience coaching, training and growing highly successful Customer Success teams to reach business objectives and sustain a high bar of quality customer satisfaction.

  • Structured, organised and meticulous approach to projects with excellent attention to detail.

  • Exceptional account management and customer service skills backed up with excellent written and verbal communication skills.

  • Reliable individual who delivers on promises, meets deadlines and remains calm under pressure.