Head of Customer Support
Common RoomSalary not specified
- Full Time
- Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
E-Learning, EdTech, Customer Service, SaaSIndustries
Requirements
The ideal candidate should possess at least 3 years of experience in managing a Customer Care team or a related field, with preference given to B2B/SaaS environments. They should have experience in scaling teams and Customer Success strategies within rapidly growing organizations, documented successes in creating and implementing effective Customer Success strategies and scaling teams, sales skills, and experience in setting renewal targets and upsells, building pipelines, and forecasting. Strong analytical skills and a data-driven approach are also required, along with a solid understanding of business, strategic thinking, and problem-solving abilities.
Responsibilities
The Head of Customer Care will be responsible for developing, implementing, and managing a customer success strategy that supports Fluentbe’s business goals. This includes leading and developing the Customer Care team, responsible for product adoption, value delivery, retention, growth, and customer loyalty. The role involves recruiting, developing team members, and implementing processes and best practices to support team results. It also entails creating a development program for Customer Care Managers focused on building competencies for high customer retention, designing global retention programs, monitoring the effectiveness of Customer Care actions through key performance indicators (KPIs), analyzing customer feedback and insights to identify patterns and implement improvements, collaborating with sales, product, marketing, and operations teams, proactively identifying and resolving customer issues, preparing reports for leadership and stakeholders, and ensuring a unique customer experience.
Skills
Customer Care Management
Team Leadership
Customer Success Strategy
KPI Monitoring
Data Analysis
Customer Feedback Analysis
Cross-functional Collaboration
Problem Resolution
Process Development
Retention Programs
Fluence
Provides energy storage technology and solutions
About Fluence
Fluence Energy provides energy storage technology and digital applications specifically designed for renewable energy. Their products include systems that store electricity generated from renewable sources, which can be tailored to meet the needs of various clients, such as utilities, developers, and commercial businesses. Fluence's solutions are comprehensive, offering all the necessary equipment and services to implement energy storage effectively. What sets Fluence apart from its competitors is its focus on optimizing energy storage for demanding industrial applications and its partnership with Siemens and AES, which enhances its credibility and resources. The company's goal is to facilitate the transition to renewable energy by providing efficient and reliable energy storage solutions.
Key Metrics
None, VirginiaHeadquarters
2018Year Founded
$250MTotal Funding
IPOCompany Stage
Data & Analytics, EnergyIndustries
1,001-5,000Employees