Head of Customer Success

The Company:

Openbravo is a POS and retail SaaS for agile retailing in the cloud. Their solution helps retailers around the world unlock agility and innovation within their retail operations. Openbravo has customers in over 60 countries with +16K users and +20K POS terminals worldwide.

Openbravo offers a multichannel retail solution that allows customers to manage their entire operation, and helps to transform their physical store to deliver a greater shopping experience.

Core functionality includes:

  • Merchandise Planning & Distribution, Pricing, Promotions & Discounting
  • Supply Chain Management, Purchasing and Inventory Management
  • Omnichannel Commerce, Retail Mobile POS, eCommerce Integration, Order Management
  • Retail Store Operations, Multi-store Management, Inventory and Pricing Management

Openbravo POS and Retail Management Software is characterized by its superior flexibility, mobile-enabled technology platform, and the high reliability of its cloud infrastructure.

Founded in 2006, Openbravo has offices in Barcelona, Pamplona, France, Mexico, UAE and India.

The Role:

The Head of Customer Success will own and deliver the customer success strategy. The Head of Customer Success  must ensure that Openbravo’s customers have the best possible experience from their products and services.

The Head of Customer Success will drive the success of customer relationships by designing and executing adaptable and agile customer management processes. The Head of Customer Success will manage teams in Software Support, Application Support, Training and Cloud Monitoring to deliver success in these key areas:

  • Support – Adherence to SLAs, reduced problem resolution time
  • Gold Clients – Improve customer satisfaction, develop process to measure satisfaction
  • Application Support – Increased revenue growth from premium customer base

The position is based in Barcelona (Spain). Other Openbravo locations can be considered alternatively.

Responsibilities:

  • Build a CS department that is proactive, responsive and places the customer first
  • Implement operational practices designed to enhance the customer experience
  • Drive continuous improvement through process efficiency and sharing best practice
  • Measure and monitor customer satisfaction and respond accordingly
  • Manage Gold Customers to ensure customer satisfaction levels are always optimal
  • Contribute to customer retention and the promotion of customer referrals
  • Drive reliability and support of Cloud services, work with the Cloud infrastructure team to manage contractual commitments, provide visibility for Cloud life-cycle to internal and external stakeholders
  • Develop an intimate understanding of Openbravo’s customers and their operational needs, deliver timely follow-up after each customer interaction, exceed their expectations
  • Engage with users and application owners during major incidents, co-ordinate Applications and Cloud Support Teams, ensure rapid resolution of technical issues and escalation of core product issues to the Engineering team
  • Implement performance monitoring to improve service levels, anticipate customers performance issues, and ensure proactive and preventive action to secure stability
  • Maintain an excellent relationship with key customer stakeholders, and transform those relationships into significant outcomes, such as account growth and usage increase.
  • Perform operational reporting including risk escalation, contribute to the implementation of a customer satisfaction measurement indicator (Net Promoter Score or similar)
  • Assist in future state service design and service operations
  • Support all sales teams with proposal preparation and pricing of support services, intended to grow revenue through the generation of a maintenance pipeline

Description of the Candidate:

  • Strong SaaS background with a passion for Customer Success, our ideal candidate will enjoy orchestrating teams to build proven value for both customers and Openbravo
  • A solid technical background with +7 years’ experience in a software, consulting, operational or technical leadership capacity, exposure to complex project implementations across multiple geographies considered very important
  • Hands-on leadership style, proven mentoring skills, demonstrated ability to listen and engage
  • Natural problem solver with the ability to identify root causes, creatively problem solve, and drive performance of people and processes to impact success
  • Some commercial experience managing either presales, technical account management, customer retention or telesales would be a considerable plus
  • Exceptional communication skills, able to prepare and present materials and presentations to support the business case for their strategy
  • Flexible, adaptable, fast-paced, works well under pressure, can multitask and prioritise many competing demands
  • An analytical thinker with great attention to detail
  • Fully proficient to work in at least English and Spanish. Other languages would be a positive
  • Availability to travel as required

Compensation

  • Competitive basic salary, bonus and benefits
  • possible relocation package available

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