Job Summary: 

• Design, manage, and implement processes for applicants
• Build, and manage a strong team of customer success managers, defining metrics for success and constantly measuring and improving performance.
• Create a culture of high performance, productivity, and focus within team. 
• Use best practices to drive growth and continuous improvement.
• Plan and create an infrastructure for communication with applicants throughout the admissions process using various platforms.
• Collect customer feedback and work with the project manager on improving the admissions process
• Proactively identify and execute areas for new content, program development and training to help drive customer success.
• Proactively identify customers at risk of churning and mitigate risk
• Inspire a company-wide culture of customer success

Skills on Resume:

• Process Design (Hard Skills)
• Team Management (Hard Skills)
• Culture Development (Soft Skills)
• Growth Strategy (Hard Skills)
• Communication Planning (Hard Skills)
• Feedback Collection (Hard Skills)
• Content Development (Hard Skills)
• Churn Mitigation (Hard Skills)

Job Summary: 

• Set the overall vision and strategic plan for the Customer Success department
• On the customer success journey from onboarding through advocacy
• Develop Mouseflow’s customer success operating model to increase retention and reduce churn
• Maintain a positive customer experience with a well-orchestrated set of touch points along the life of the customer
• Address escalated client issues with urgency, collaborating with colleagues across the company 
• Monitor customer satisfaction and health scores, and dispatch resources 
• Develop customer advocates and lead the creation of case studies and other reference material together with marketing
• Recruit and develop a high-performing team in Austin, Copenhagen, and remotely
• Establish department KPIs and tracking methods

Skills on Resume: 

• Vision Setting (Hard Skills)
• Customer Journey Mapping (Hard Skills)
• Operating Model Development (Hard Skills)
• Customer Experience Management (Hard Skills)
• Issue Resolution (Soft Skills)
• Satisfaction Monitoring (Hard Skills)
• Advocacy Development (Soft Skills)
• Team Recruitment (Hard Skills)

Job Summary: 

• Plans the delivery of the ongoing projects and activities in accordance with the mission and the goals of the organization
• Develops new initiatives to support the strategic direction of the organization
• Develop and implement long-term goals and objectives to achieve the successful outcome of the department
• Ensures that project activities operate within the policies and procedures of the organization and comply with all relevant legislation and professional standards
• Develops forms and records to document project activities
• Supervises project staff by providing direction, input, and feedback
• Communicates with clients and other stakeholders to gain community support for the program and to solicit input to improve the organization and project deliveries
• Identifies and evaluates the risks associated with project activities and takes appropriate action to control the risks
• Monitors the project activities on a regular basis and conduct an annual evaluation
• Championing and leading change

Skills on Resume:

• Project Planning (Hard Skills)
• Initiative Development (Hard Skills)
• Goal Setting (Hard Skills)
• Policy Compliance (Hard Skills)
• Record Keeping (Hard Skills)
• Staff Supervision (Soft Skills)
• Stakeholder Communication (Soft Skills)
• Risk Management (Hard Skills)

Job Summary: 

• Act as the main point of contact for customer, and the prevalent authority on all customer issues
• Champion a customer-centric culture across the company
• Secure and regularly measure customer satisfaction
• Grow business by selling existing/new products to existing customers to maximize revenue and profits
• Contribute to negotiations during tender phase
• Contribute to the success of the project execution, in partnership with Project Manager
• Manage the Profit & Loss of the project, in partnership with Platform Director & Project Manager
• Apply ALSTOM rules on ethics and compliances in all selling & customer management activities

Skills on Resume: 

• Customer Liaison (Hard Skills)
• Culture Championing (Soft Skills)
• Satisfaction Measurement (Hard Skills)
• Revenue Growth (Hard Skills)
• Negotiation Contribution (Soft Skills)
• Project Partnership (Soft Skills)
• P&L Management (Hard Skills)
• Ethics Compliance (Hard Skills)

Job Summary: 

• Develop, deploy, and monitor strategies and tactics designed to achieve various goals and objectives including the development of team members
• Promote independent thinking amongst Customer Care Center Managers
• Encourage and guide Managers to present solutions to situations within groups, including employee relations
• Plans and oversees consumer sales and service activities with the Customer Care Center
• Develop and implement coaching plans based on various sales performance and profitability reports
• Supervise, advise, and coach Customer Care Center Managers and staff in the more complex phases of responsibilities
• Conducts interactive and documented coaching session with Customer Care Center Managers
• Partner with other lines of business to formulate selling strategies for prospective and existing customers
• Prepare reports and analyze customer service data to ensure resources are properly allocated & maximized
• Reviews and recommends improved operations policies and procedures
• Manage staff scheduling and coverage
• Makes recommendations for personnel
• Create and maintain Customer Care Center budget process and adhere to established expense and income parameters

Skills on Resume: 

• Strategic Planning (Hard Skills)
• Promote Independence (Soft Skills)
• Facilitate Solutions (Soft Skills)
• Sales Oversight (Hard Skills)
• Performance Coaching (Hard Skills)
• Team Collaboration (Soft Skills)
• Data Analysis (Hard Skills)
• Budget Oversight (Hard Skills)

Job Summary: 

• Developing and implementing a strategic account plan for each client in sector
• Working closely with the BU Director on sales planning and forecasting
• Leading pricing proposals, contract and commercial negotiations
• Building and growing relationships with budget holders in account group
• Representing Faculty at industry events and networking in order to grow client base
• Proactively looking for strategic and innovative use cases for products in order to continually demonstrate the value of solutions to clients.
• Supporting the cross-product proposition & strategy for sector
• Building on Faculty's reputation amongst clients within target sector
• Collaborating and partnering continuously with New Business
• Actively coaching and mentoring sales and delivery team to ensure the team is successful, both in interactions with clients and professional development

Skills on Resume: 

• Strategic Account Planning (Hard Skills)
• Sales Forecasting (Hard Skills)
• Contract Negotiation (Hard Skills)
• Relationship Management (Soft Skills)
• Industry Networking (Soft Skills)
• Innovative Thinking (Soft Skills)
• Cross-Product Strategy (Hard Skills)
• Team Coaching and Mentoring (Soft Skills)