Head of Customer Success & Integration for Trustpilot Denmark

Posted 15 March 2021
LocationKööpenhamina
Discipline BPO - Liiketoimintaprosessien ulkoistamispalvelut
Reference34563
Ann-Kathrine Kreiberg Simonsen

Job description

Head of Customer Success Integration 

Are you looking for your next adventure in management? Our client Trustpilot is a  leading online reviews platform . Their mission is to be a universal symbol of trust.

We are well on our way - but there’s still an exciting journey ahead of us. Do you want to join us?

Trustpilot are offering plenty of opportunities to contribute and be part of a massive scaling journey within their CEU region. They have grown rapidly since our beginnings in 2007 & still hold true to thier start-up culture where everyone works hard to make it work but has a lot of fun in the process. Their rapid growth has been built on the back of really smart and dedicated people who do their best and deliver on their mission. They trust them to get the job done and give a high degree of freedom for everyone to bring their own individual approach. 

They are true to their brand values of being open to all, positively human, always acting with integrity. This means that around the next corner there will likely be a friendly handshake or high-five from someone who’s genuinely glad to see you. They are generous with their knowledge and take the time to explain things in a straightforward way everyone understands, not fluffy or without purpose. You will see their CEO and founder at lunch (he may be the one to give you the high-five) and he will be keen to hear your thoughts and ideas. The only thing he expects of you is to be truthful, tell it how it is. 

Trustpilot strive to be the world's most powerful review platform, planning to be in the top 1% of global consumer brands one day soon. 

We are looking for their New Head of Customer Success Integration for our CEU Region .

Key Responsibilities:

  • Lead CS Integration Function in CEU. A Team of 12 experts whose sole responsibility is to drive optimal customer integration of thier product through their lifecycle.
  • Coach & develop your team of Customer Engagement Managers who own the customer Integration responsibility.
  • Manage team targets built around product adoption & virality, and motivate your team to over-achieve these.
  • Develop & Optimize onboarding processes to drive efficiencies and the best customer experience.
  • Support the development of a low-touch onboarding experience
  • Support & Develop the onboarding experience for strategic clients.
  • Work with their Customer Success & New Business leadership & teams to support successful business handover.
  • Develop and improve our existing post-sale trial processes.
  • Maintain & increase product adoption and renewal rates across the portfolio
  • Drive activities to reduce churn, with particular attention to their first year renewal rate.
  • Drive processes in collaboration with the Sales Operations team and work alongside commercial Leaders to optimize thier customer lifecycle.
  • Work very closely with their current Customer Success leadership Team to efficiently deliver on their business objectives and ambitions. Adapting to local markets strategies and goals.
  • Work closely with other internal departments such as Product, Partnerships, and Marketing to represent Customer Success and be the voice of our customers.  Influence product development and other initiatives in the best interests of our clients. 

We are looking for people with:

  • A minimum of 2 years experience managing a Customer Success, Onboarding/Integration or Support team within a SaaS company
  • Great track record in a leadership role
  • 5 years + experience in a post-sales role
  • A thorough understanding of product adoption, activation and engagement 
  • A proven track record in providing a world-class customer experience
  • Experience working with a large Clients Portfolio (mixed from Small & Medium Businesses to Enterprise & Strategic)
  • Forward thinking Mindset 
  • Align with our values of being ‘Positively human’, ‘Open to all’, ‘Collaborative’ and ‘Always with integrity’.

If you tick of these boxes, and are motivated to apply for this position, we are looking forward to recieve your application!

Nordic Jobs Worldwide

Nordic Jobs Worldwide is a professional Nordic recruitment company focused on connecting candidates from Sweden, Finland, Norway, and Denmark with businesses from all over the world. Nordic Jobs Worldwide is the largest language recruitment agency in the Nordic region, with offices in Oslo, Tallinn, Malaga, Malta, and Lisbon. We match the most exciting jobs with Nordic talent worldwide. We have helped over 3000 people find their dream job with our 300+ partners in over 30 countries.