Head of Customer Success

Emploi pas sur LinkedIn

🕒 il y a 2 mois

🌐 Royaume-Uni, Émirats arabes unis (EAU), +4 autres pays – Distant

🇬🇧 Royaume-Uni – Télétravail 🇦🇪 Émirats arabes unis (EAU) – Télétravail 🇸🇬 Singapour – Télétravail 🇵🇱 Pologne – Télétravail 🇭🇰 Hong Kong – Télétravail 🇿🇦 Afrique du Sud – Télétravail

⏰ Temps Plein

🔴 Expert

🏆 Customer Success

👻 Score fantôme 18%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Configurer une alerte email pour les nouveaux emplois

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

GoGlobal

Site WebLinkedInTous les Emplois

51 - 200 employés

💼 Conseil

📦 Logistique

✈️ Tourisme

Consulting • Logistics • Travel

GoGlobal est un fournisseur de premier plan de solutions de gestion des ressources humaines à l’échelle mondiale, spécialisé dans des services tels que le recrutement international, l’onboarding des collaborateurs, la gestion de la paie et la conformité aux réglementations internationales. En tant qu’Employeur de référence (EOR), GoGlobal permet aux entreprises d’embaucher et de gérer des talents partout dans le monde sans les complexités ni les risques juridiques associés à l’emploi international. Sa plateforme aide les clients à attirer, recruter et fidéliser les meilleurs talents, tout en garantissant la conformité avec les législations du travail locales dans de nombreux pays. En offrant un conseil RH expert et un accompagnement dédié, GoGlobal aide les entreprises à se développer à l’international, à explorer de nouveaux marchés et à piloter leurs opérations en toute fluidité. L’entreprise s’engage à fournir des solutions RH complètes qui facilitent les opérations à l’échelle mondiale, afin de permettre aux organisations de prospérer à l’international.

Description

• Own client onboarding end to end, from post-sale handover through to go-live — kick-off, configuration, data migration, UAT, and cut-over — setting a confident first impression of the service. • Hold clear accountability for onboarding timelines, quality, and readiness, ensuring every client reaches steady-state delivery cleanly. • Build playbooks and enablement that make onboarding repeatable and scalable as the business grows. • Own management of the client-delivery vendors who perform subcontracted work on GoGlobal’s behalf — including local payroll, accounting, Employer of Record (EoR), and statutory filing and payment vendors. • Source, select, onboard, govern and nurture relationships with these vendors, setting clear SLAs, quality standards, and commercial terms, and holding them accountable for the delivery outcomes clients experience. • Monitor vendor performance, cost, and risk through recurring service audits and reviews. • Maintain coverage and continuity across jurisdictions, ensuring the right vendor is in place wherever clients need delivery. • Own the client onboarding experience onto the Client Portal, ensuring clients are set up, enabled, and confident using the platform. • Design a Client Portal customer support playbook, ensuring responsive, high-quality help and a smooth day-to-day experience for portal users. • Feed portal usage insight and client feedback into the product and delivery roadmaps to keep improving the experience. • Coordinate escalations across products, Global Product Owners, Site Leads, and delivery vendors on behalf of the client, acting as their single-threaded advocate inside Delivery. • Capture client feedback and feed it into the product and delivery roadmaps. • Partner with Compliance Operations to ensure client acceptance, KYC, AML, and anti-fraud checks are completed cleanly at contract start — these checks are owned by the Compliance Operations function in the current structure, and you ensure they integrate smoothly into the onboarding experience. • Lead, mentor, and develop the Customer Success Managers, the Onboarding team, and the Global Partner Network Management team, building a service-oriented, commercially aware culture. • Plan capacity across the function and the vendor network based on client demand and growth, putting forward hiring and sourcing proposals with a clear business case. • Onboarding time-to-live. • Client NPS. • Vendor SLA attainment and delivery quality. • Client Portal support responsiveness and customer satisfaction.

🎯 Exigences

• 15+ years in customer success, account management, onboarding, or client-delivery leadership, ideally in a B2B professional-services, SaaS, BPO, or shared-services environment. • Bachelor’s degree in Business, or a related field (or equivalent experience). • Strong client relationship and executive-engagement skills — credible and confident in front of senior client stakeholders. • Proven onboarding and programme-management capability, delivering clean go-lives at scale. • Proven vendor / outsourcing management experience — selecting, governing, and holding delivery vendors accountable to SLAs and commercials, ideally across payroll, accounting, EoR, or statutory filing and payment services. • Working awareness of KYC / AML and client-acceptance compliance and how it fits into onboarding. • Cross-functional orchestration skills — able to drive outcomes across product, delivery, vendors, and revenue teams. • Experience leading and developing client-facing and support teams. • Excellent communication and presentation skills. • Comfort working with AI-assisted tools and an openness to AI literacy as the function evolves. • Preferred • Experience standing up or scaling a customer-success, onboarding, or vendor-management function. • Experience running a client-portal or digital customer-support function. • Familiarity with customer-success tooling and CRM. • Additional language proficiency is a plus.