Head of Customer Success

Overview

Head of Customer Success at Moorepay. The Head of Customer Success is accountable for optimising the Moorepay relationship with our customers, leading to the expansion of scope, referenceable customer testimonials, customer retention and improving brand and transactional NPS scores.The role includes developing and enhancing the customer experience, building a culture of “customer first”, feature adoption and maximising the value of the Moorepay partnership. It requires a proven background in customer success and the ability to continually improve user experience across customer business functions. Data from NPS, Pendo, Zendesk and other insights will be used to drive a successful partnership that leverages innovation, knowledge sharing, and product enhancement to maximise value for Moorepay customers.The role encompasses leading and managing the Customer Success team to deliver high-quality service to clients while managing key strategic customer relationships. The team will collaborate with others across Moorepay and the wider Zellis group to deliver a unified approach.This is a full-time, permanent role working 3 days per week between Swinton and Birmingham offices.Main responsibilities

Lead, motivate and manage a busy customer success and health team through periods of change and transformation, fostering a high-performing culture.Optimise team performance and productivity through workforce management, collaboration, and continuous improvement initiatives; provide support and expertise to other teams.Challenge the status quo to find new and better ways of delivering value to customers, including process innovation and the use of technology and automated solutions.Partner with sales, marketing and operations to implement a strong customer health framework (including Brand and Transactional NPS, complaints and escalations) and to drive revenue growth and expansion of customer relationships.Ensure an agreed customer plan for top quartile customers and service improvement plans for those facing challenges to achieve retention, growth and operational viability of relationships.Collaborate with delivery and commercial teams to demonstrate leadership, embody company values, drive the customer-focused agenda, anticipate customer requirements and ensure customers achieve their objectives from the Moorepay partnership.Customer Experience

Maintain key customer relationships and satisfaction across delivery teams with account responsibility for nominated strategic customers; establish regular contact according to the engagement model.Foster a culture of “customer first” and promote customer awareness across the business.Drive continuous improvement and support improvement plans across customer-facing functions, including cross-site collaboration.Lead customer health activities and address gaps in service provision, working with local teams, marketing, stakeholders and customers as appropriate.Oversee customer escalations, complaints, risk actions and preventative measures; perform root cause analysis and remediation in agreement with customers and incident management teams.Drive service improvement initiatives from customer feedback processes (including NPS and governance meetings).Embed measures and actionable insights for customers and Moorepay continuous improvement activities.Collaborate with operational leads across Moorepay for effective service delivery and continuous improvement.Leadership and Talent Management

Increase colleague engagement and develop talent to optimise customer relationships.Serve as a key escalation point for customers to ensure swift incident resolution and effective client management.Build relationships with the commercial team to grow and extend contracts.Work with sales to ensure customers are well managed in terms of commercial performance and revenue across nominated accounts, including billing clarity and dispute resolution.Review efficiency of delivery with Service Delivery to manage margin expectations.Identify revenue or scope opportunities.Manage issues, at-risk processes, churn risks, and complaints to avoid credit notes/discounts where possible.Customer Success

Responsible for delivering Moorepay’s customer success function and the overall success of key customer relationships.Build and maintain key customer relationships with stakeholders.Skills and Experience

Business Knowledge

Track record in customer success and relationship management.Strong client service and management experience with evidence of sustainable service improvement and improved brand NPS results.Experience delivering outsourced payroll and HR services to +500 employee organisations.Commercial ability and presentation skills.Knowledge of legal, regulatory and compliance requirements of HR and payroll services.Essential Functional / Technical Skills

Data analysis, investigation, reporting and acting on feedback.Strong customer management with evidence of sustainable service improvement.Proven track record in delivering business process improvement.Delivery of commercial benefit through enhancement initiatives.Ability to build and leverage internal networks.Cost optimisation and EBITDA growth.Lean or other business process optimisation skills; proven to drive transformation.Excellent communication skills with a passion for improving the client experience.Strong people manager with the ability to develop/manage high-performing teams.Ability to handle conflicting priorities, improve quality, reduce costs, and improve margins while delivering better outcomes for customers.Ability to act as an effective operational lead with the capability to adapt to different business challenges, people, systems, clients, financials, and quality.Collaborative working style with strong stakeholder management and networking skills.Ability to deliver bottom-line commercial benefit through initiatives to grow revenue and improve operational efficiency.Benefits and Culture

Part of the Zellis Group, Moorepay employs over 500 professionals across four offices. We focus on mental health support, work/life balance, and equal opportunities and inclusion for all.Benefits include:Competitive base salary plus benefits25 days annual leave (plus birthday day off), plus option to buy morePrivate medical insuranceLife assurance 4x salaryEnhanced pension with up to 8.5% employer contributionsFlexible benefits across financial, personal wellbeing, lifestyle and leisureEmployment details

Seniority level: Mid-Senior levelEmployment type: Full-timeJob function: Customer Service and OtherIndustries: IT Services and IT ..... full job details .....