Subregional Head of Customer Success

Job description

Your role: - Supports Head of Customer Success - EMEA in relation to the overall performance of the Customer Success function. - Leads Regional / Sub Regional Customer Success teams aligned to the Global Operating Model to achieve Business Unit and corporate goals and objectives. - Accountable for developing and maintaining Regional / Sub Regional Customer Success relationships with all internal cross functional teams to ensure scope and policies of the Customer Success function are clear and adhered to. - Responsible for implementation of Global Customer Success defined responsibilities and processes including Customer Health, Customer Lifecycle, and Customer Onboarding within the Region / Sub Region. - Accountable for attainment of appropriate key performance indicators to measure the success of the overall Customer Success function within the Region / Sub Region across in scope customers. - Accountable for overall post sales customer health for in scope customers across - Client Engagement – Meeting cadence, attendance, frequency - Service Management – SLA attainment including implementation and support risk. - Financial Health – Aged debt and churn risk - Product utilization –...