Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. 

Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. 

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

We are seeking a dynamic and experienced Head of Customer Success Shared Services to join our leadership team in our Hyderabad HQ. This pivotal role is dedicated to driving our company’s commitment to customer satisfaction and loyalty through effective leadership and strategic initiatives. You will play a key role in enhancing customer experience, maximising retention, and significantly growing our Net Promoter Scores.

• Strategic Leadership: Establish and guide the strategic direction of the customer success team in alignment with company objectives.
• Team Management and Development:Recruit, develop, and lead a multi-site customer success team to achieve high performance and motivation.
• Technical Account Management and Consultation: Offer tailored technical guidance and manage account strategies to support customer goals.
• Success Management: Develop and implement strategies to enhance customer engagement, satisfaction, and success.
• Project Management: Lead and coordinate projects from inception to completion, ensuring they are delivered on time, within scope, and budget.
• Escalation Management and Critical Incident Control: Manage high-priority incidents and escalations to ensure quick recovery and minimal impact.
• Training Production and Presentation: Design and deliver training programmes and presentations to educate customers and internal teams on product utilisation and best practises.

• Proven leadership ability in inspiring and driving a high-performing team towards strategic goals.
• Strong analytical acumen, proficient in using data to inform decisions and understanding engagement metrics.
• Expertise in customer relationship management and nurturing relationships for exceptional service.
• Visionary in strategic planning with a clear ability to set directions that align with organisational goals.
• Collaborative skills to streamline support and integrate strategies company-wide.
• Skilled in identifying and capitalising on financial growth opportunities.
• High degree of empathy to understand customer perspectives and challenges.
• Adept in negotiation and influence, with a talent for building consensus among stakeholders.
• Proven track record in team building and fostering a culture of engagement and professional development.
• Solid technical expertise in understanding the company's products or services.
• Deep business acumen with an understanding of business models and aligning customer success with business objectives.

Behaviours

• Ambitious - Drive, Planning & Execution
• Adventurous - Flexibility, Resilience & Savvy thinking
• Community - Collaboration & Communication