VP Customer Success

Responsibilities

• Lead and develop a team of Customer Success Managers.
• Delivering on key company volume and revenue objectives.
• Understand customer strategy, establish and coordinate training, adoption and usage.
• Navigate customer landscapes to develop a maintainable trusted advisor relationship with executive sponsors, as well as project / product owners.
• Evangelise Token products / technology to excite and encourage customers to push the boundaries of what they can achieve with Account-to-Account payments.
• Build and implement a global enablement plan to demonstrate a clear path to significantly increased transactional volumes. Including the oversight of meaningful Strategic Account Plans.
• Lead, manage and participate in activities that drive adoption and consistent active use (e.g. Sales training, Webinars, SME status).
• Drive regular relationship oversight with well-designed reporting on KPIs, results & actionable items.
• Planning and orchestration of regular Quarterly Business Reviews / Executive engagements.
• Internally, engage at an early stage of the customer journey to ensure close alignment with Sales, Implementation and Product teams.
• Work closely and proactively with existing Programme Managers and Technical Account Managers to ensure that customer expectations are consistently met and surpassed.
• Provide clear and concise input into the Product organisation to ensure that the requirements of all our customers are understood, plus aligned with the Token roadmap.
• Responsibility for the overall customer health reporting and monitoring.
• Ensuring effective cross functional communication channels between every part of Token to resolve issues and improve processes

About you

• An inspiring and experienced Head of Customer Success you will be a leader capable of expanding and developing a team to drive forward the strategic success of both the established and inbound Token customer base.
• Commercially focussed and target driven.
• Hugely smart and entrepreneurial professional who loves technology and who lives to innovate and deliver disruptive solutions into the market. 
• Truly customer-centred thinking with a passion to deliver the best possible outcome to the already diverse range of Token customers.
• Highly professional approach and great communication skills with an ability to think on your feet.
• Highly collaborative individual who understands and values the power of working together as a team, but also has a clear vision on ensuring team ownership. 
• Passion for understanding our market, product and technology. 
• Ability to find innovative and pragmatic solutions to increasing customer adoption and transactional volume.

We'd like to hear from candidates who have:

• A proven track record in owning relationship management and delivering against set commercial targets.
• Consistently and successfully led, motivated and developed a team towards set goals.
• Previous experience working in a Client Success role with a Solution/SaaS vendor, having led high volume and complex relationships.
• Knowledge and experience within a payments organisation will allow the successful applicant to engage and progress with our strategic customers far more swiftly and efficiently.
• Ability to demonstrate account portfolio planning proficiency, combined with the ability to prioritise work and strong time management skills, are required.
• Organisation skills and a structured working approach are critical, plus the ability to deal with several different customers/activities in parallel.
• Excellent interpersonal skills and the confidence to be an open advocate, willing to push back when needed.
• Excellent verbal and written communication skills, including ability to present to senior influencers and decision makers.
• Ability to deliver customised presentations and demonstrations, either via web conference or face-to-face, including the delivery of quarterly business reviews.
• Must be highly self-managed, responsive, with the passion to serve the customer
• A strong desire to invest in your own professional and personal development, whereby you'll take ownership over acquiring additional skills and knowledge beyond that required by the organisation and day-to-day demands of the role.
• Ability to influence and drive issue resolution with cross-functional teams within the organisation. 
And it’s also good if you have:
• Experience within Open Banking, Open Payments or Open Finance
• Experience in a fast-growing Fintech start-up or scale-up