Head of Customer Success

Software is all about solving problems, and the right software can change people's experiences - in our case both the experience of contact centre agents and customers.

This is a fantastic opportunity for an enthusiastic and motivated individual to join our well established and successful software company!

This role is ideal for a highly motivated and goal-driven Customer Success professional looking to lead the development and execution of strategic initiatives to drive growth within Inisoft's existing customer base.

Role Details

Championing a customer-centric ethos you will be responsible for guaranteeing optimal outcomes for customers utilising Inisoft's products and services, thereby driving customer satisfaction, account expansion and loyalty.,

• Cultivate strong, long-lasting relationships with customers and partners by actively engaging with them to understand their unique needs and challenges.


• Take ownership of the entire customer lifecycle, orchestrating seamless onboarding journeys tailored to each customer's requirements ensuring a smooth transition to Inisoft products and services.


• Develop and execute strategic customer plans aimed at maximising customer lifetime value, identifying opportunities for growth and long-term customer satisfaction.


• Oversee the performance of the 24/7 support team, ensuring the delivery of first-class support that meets or exceeds SLAs.


• Lead the professional services team establishing and executing a clear delivery methodology, ensuring consistency and quality in service delivery.


• Continuously monitor and analyse key performance metrics, driving improvements in areas such as customer satisfaction scores, response times, resolution rates, cost-to-serve, delivery forecasting, and billable utilisation.


Benefits

• Recognition programme and Loyalty Award Scheme.


• Hybrid working.


• Enhanced CSP & Maternity/Paternity Scheme.


• Pension.


• Employee Assistance Programme - a free and confidential personal support service that is available to you 24 hours a day.


• And much more.
  
  Ability to build and nurture strong relationships with customers and partners, fostering collaboration and alignment.


• Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and persuasively.


• Capable of influencing stakeholders at all levels, both internally and externally.


• Proven ability to develop and execute strategic plans aimed at maximising customer lifetime value, driving revenue growth, and achieving business outcomes.


• Strong critical thinking and problem-solving skills, with a proactive approach to addressing challenges and resolving issues to ensure customer satisfaction and retention.


• Demonstrated ability to collaborate effectively with cross-functional teams, including sales and product development to deliver integrated solutions and meet customer needs.


Next steps

If you want to be part of a team where you will have the opportunity to grow & develop personally, helping to shape and drive our business forward, then this could be the right role for you.ly today!

Inisoft are a market-leading provider of software solutions for contact centres with clients throughout Europe, the Middle East and North America.