As the Vice President of Customer Care, you will be responsible for ensuring that we provide an effortless customer experience for our customer base of over 15,000 customers heavily concentrated in Europe. This role will encompass responsibility for Customer Support, Knowledge Management & Training as well as central ownership of our Customer community.
As an experienced leader in these fields you will understand and have mastered all aspects of Customer care that occur post-implementation and support a growing Customer Success and Professional Services organisation moving to a proactive mode of operation. You will drive standards in addition to the best customer experience possible across all our customer segments ranging from Small to Medium business through to Enterprise and mission critical support capabilities.
You will be action and data oriented with a personal approach to building and growing virtual teams. You will work cross-functionally and collaboratively across the sales, support, customer success and product organisations to ensure that our Customers receive the proactive engagement care and not be satisfied until we are delivering an effortless experience. You & your team will be a central part of the customer journey, ensuring that expectations are set correctly, service levels are delivered upon and will be a key senior stakeholder in customer engagements to ensure our customers can achieve their business goals.
Your team will be based in multiple locations and have differing skills so the ability to drive collaboration outside physical & country boundaries is key to scaling the organisation in a structured and profitable way. The development and launch of both our academy and community activities is a central part of the success of this role so the ability to drive and manage strategic initiatives whilst also being able to manage key aspects of detail is important in this role.
Align with the CCO on the augmentation & execution of the strategic roadmap for the Customer care team in achieving nShift objectives according to the strategic plan.
Establish correct customer service levels based on customer segments including scope and SLA for support.
Establish processes to generate positive customer reviews, and ensure thoughtful and prompt responses to negative ones
Manage the overall performance of the team and ensure correct staffing and forecasting to deliver on a superb customer experience to nShift customers.
Develop and rollout a plan to drive customer-self-service supported by a living knowledgebase, active customer community and training capability.
Work with other teams to ensure resource support for driving community activities to educate customers and partners
Lead, develop and coach team members to adopt consistent and high standards of leadership and team development.
Support the wider Customer Success organisation to develop mutual career paths.
Ensure effective standards for team / technical coaching, quality assurance and critical situation management
Achieve company goals for customer satisfaction and gross margin in alignment with the overall company business plan.
Act as a senior stakeholder with customers and external stakeholders alike.
Identify areas of improvement for our product and customer experience and collaborate with other departments to implement changes
Report monthly KPIS, dashboard on the performance of the Customer Care team providing insight to the teams and internal stakeholders
Skills & Requirements
Positive mental attitude and a team player dynamic
Leading a team of 50+ Support team members and scaling the organization to meet the business plan and KPI targets.
The preparedness and strength of character to drive change in an organization and lead from the front.
Understanding of organisation structures, target operating models and how to build high-performing teams over time.
Deep understanding of Support workflows, self-service and a passion for creating an outstanding customer experience.
Ability to coach people of varying levels of expertise
Industry expertise preferred, or previous experience working within Technology/Logistics B2B/SaaS
Strong written and oral communication skills in English with other languages a plus.
About the company
At Consignor & Unifaun Group we are creating a new category leader for parcel delivery management software and has the world’s largest carrier library. We are already the #1 SaaS company in Europe in this category with more than 430 employees and with high double digit million in annual revenue and 30% profitability. Our strongest markets are the Nordics, and we are rapidly expanding in the UK, Benelux, France and German speaking markets. Customers range from small online stores to large, multinational companies. Consignor & Unifaun Group takes pride in listening to customers and growing with them, both geographically and in terms of how they can meet their needs. We are on an aggressive growth plan backed by our owners, Marlin Partners and San Francisco Partners, 2 of the leading technology investment firms in the world.