Customer Experience Lead

Job Description

Inflo have an exciting opportunity for a Customer Experience Lead to join the team.Location: UK RemoteSalary: £60,000 - £70,000 DOETHE COMPANY:Inflo is a fast-paced, agile, and rapidly scaling technology company. In the six and a half years since founding, we have established Inflo as an innovative and impactful tech business, securing a global customer base of high-profile accounting firms.We are passionate about the accounting profession we serve and focus on driving long-term success both in our business and those we work with. This has resulted in winning multiple awards, including International Accounting Bulletins Accountancy Softwareof the Year twice, as well as the Queens Award for Innovation 2021.Currently our team is based across three locations, the US, Australia, and the UK, which you will be working within. Everyday our team can make a significant impact to our business and the profession we serve. We strike a positive balance between the scale-upmindset, working quickly and collaboratively without the restriction of corporate hierarchy, but with the stability, resources, and professionalism of a more mature, global organisation.THE TEAM:At Inflo, our Customer Experience Team is responsible for making our customers wildly successful, through their adoption of our platform. They define and deliver value to our customers through proactive, and supportive relationships.THE ROLE:- Developing and delivering Inflos global strategy for growth in existing customer product utilization in support of Inflos overall business strategy- Driving global initiatives to improve customer onboarding, retention and expansion through effective touchpoints, interactions, and engagements with the Inflo brand and product across the customer lifecycle- Bringing an analytical and rigorous approach to customer experience processes and decision-making using data, market intelligence, and customer feedback- Owning and managing relationships with our strategic customers- Maintaining high levels of customer satisfaction, positive feedback, and net promotion- Working closely with other business functions supporting the customer lifecycle such as Customer Support- Empowering, managing and developing a team of up to 10 Customer Success managers to nurture customers through their lifecycle and help them get the most out of our product- Designing, measuring, and reporting on key performance metrics related to engagement, churn, retention and growth- Complete monthly performance Check-ins with each Customer Success Manager, to ensure the KPIs you set are met, to drive the performance of the individual and the team- Coach, mentor, and develop your team to nurture their career aspirations as Inflo growsSKILLS AND EXPERIENCE:REQUIRED:- 5+ years experience of working in a Customer Experience role- 3+ years of experience in Customer Experience or similar leadership roles within a B2B SaaS environment (at least a team of 5+ people).- Have experience driving cross and upsell activity, driving software adoption and leveraging customer success best practices to ensure growth- The ability to prioritise effectively- Excellent communication skills, both written and verbal, and the ability to simplify complex topics in a way that anyone can understand- A proven track record of driving a world class customer experience approach that has produced excellent NPS scores- The ability to actively participate in meetings with C-Suite executives and contribute valuable insights- Experience of maximising the use of data to drive customer success- Proven people manager experience, showing how you have coached and developed teams to success- Honours degree or equivalentDESIRED:- Experience within the accounting, tax and audit software industry- Accounting qualification- Hold an MBA or other postgraduate business management degree- Member of professional bodyTHE OFFER: As a member of the Inflo family, youll also enjoy some special benefits including:- Competitive salary of £60,000 - £70,000- Continued professional development- The opportunity to work with our teams around the globe- 25 days holiday with an additional 0.5 days for every year of service- Flexible working environment. And when we say flexible, we mean flexible! We measure results, not the amount of time you spend behind your desk- Opportunity to work from home as it is a fully remote role within the UK- Casual dress codeNO AGENCY SUPPORT REQUIREDInflo is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employeesTo submit your application for this exciting Customer Experience Lead opportunity, please press Apply now to be redirected to our website,TO APPLY FOR THIS ROLE, YOU MUST RESIDE AND HAVE FULL RIGHT TO WORK ENTITLEMENT WITHIN THE UK

Keyskills :
Customer Service