Banyan Software
SaaS
HeadofCustomerSuccess
“Head of Customer Success at Banyan Software. Skills: Customer success, Customer delivery, Process design. Own end-to-end customer delivery outcomes. Set standards on key measures”
What You'll Achieve.
On-time delivery; On-scope delivery; Escalation reduction; NPS uplift; Post-project CSAT
Industry & Context.
Root cause analysis
2 days in office
What They're Looking For.
Must Have
Built customer delivery function, Drive outcomes through commitments, Honest with business
Nice to Have
Comfortable driving outcomes through commitments, Comfortable driving outcomes through process design
What You'll Do.
Own end-to-end customer delivery outcomes
Set standards on key measures
Hold business to account
Lead new customer implementations
Define implementation methodology
Run implementation methodology
Coordinate cross-functional resource
Secure delivery commitments
Operationalize process
Push back on vague scope
Partner on commercial conversations
Produce incident reports
Circulate incident reports
Drive corrective action
Challenge internal-convenience-first thinking
Partner on commercial priorities
Partner on strategic direction
How You'll Work.
Team & Collaboration
Cross-functional work; Leadership team; Secure commitments from function; Partner with Account Management; Partner with CCO; Partner with CEO
Process & Methodology
Implementation methodology
Applying for this Head of Customer Success role?
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