Jobs in London - Head of Customer Success EMEA • London

Company: Janes

London

Janes enables militaries, governments, and defence companies to make critical decisions. Our expert-driven tradecraft, developed over 120 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities and order of battle, equipment, events, countries, companies, and markets.Linking millions of assured data points, Janes data model creates a framework of interconnected open source defence intelligence. This allows our customers to integrate all relevant data and connections into a single intelligence environment to deliver a more complete and accurate answer. Using Janes, our customers can use their scarce resource more effectively, to get to better decisions with higher confidence, more quickly.Janes are looking for a Head of Customer Success- EMEA to play a pivotal role in shaping and executing our customer success strategy across the EMEA region. Leading a team you will champion customer success initiatives, drive adoption and ensure the success and satisfaction of our valued customers.As Head of Customer Success- EMEA you will be responsible for:- Leading the CSM Team across EMEA to ensure best practice and CSM excellence is achieved in line with Janes standards in order to deliver C2V for Janes Clients Maximise the value the customer generates by utilizing Janes content and data subscribed to through enhanced knowledge transfer Reduce churn and pro-actively identify/mitigate risks through early intervention Develop and maintain an engaged user community by understanding client workflows and requirements handling requests, comments and concerns Work with the Sales team to identify and capture any new/up sell opportunities Undertake end user community surveys and socialise feedback within Janes following up on any actions when required to ensure training meets and enhances clients expectations of Janes Lead the development and implementation of user community engagement strategies including case studies and scenario modelling for sharing best practice Support and Co-ordinate (with Account Managers) internal Stakeholders and external engagements Support the testing of new products and the development of existing products Collaborate with Marketing to develop user promotions and support client engagement initiatives Reporting to LT on key performance metrics and fully utilizing CSM/Sales tool sets (Asana/Salesforce/and others) Support individuals development through managing performance and conducting regular reviews including coaching and mentoring Support the recruitment and onboarding of new colleagues Work with internal stakeholders to continue to further develop systems and processes to support success including providing solutions to remove roadblocks and challenges Operate efficiently and effectively (manage costs/ROI) RequirementsThe ideal skills and experience for this role are:- Demonstrable experience within a Lead Customer Success Management role Considerable experience in a data service provider and/or within the Aerospace and defence military sectors (preferable) Proven track record in People Leadership and managing performance Proven track record in an independent working environment Excellent communication and presentation skills both virtually and in person Experience of leading through changing environments Proven administrative skills Former Military/Government experience (preferable) Experience of balancing ‘hard line’ and ‘soft line’ reporting IT experience/competency working with online toolsets Benefits 27 days of annual leave Healthy half (0.5 day leave every 6 months for wellbeing) Leave- study/ volunteer/ reserve forces Pension plan (6% employer contribution) Private medical insurance – Vitality Maternity (100% of basic salary for the first 26 weeks followed by Statutory Maternity Pay) Paternity (100% of basic salary for 6 weeks) Life cover In-office gym Learning and Development- GoodHabitz access