Head of Customer Success

About the role

The Head of Customer Success is accountable for optimising the Moorepay relationship with our customers leading to the expansion of scope, referenceable customer testimonials, customer retention and improving brand and transactional NPS scores.

The role will be responsible for developing and enhancing the customer experience, building a culture of “customer first”, feature adoption and maximising the value of the Moorepay partnership. You will need to have a proven background in customer success and the ability to continually improve user experience across a range of customer business functions. NPS feedback, Pendo, Zendesk and other data insights will be used by the Customer Success team to build a successful partnership that leverages incremental innovation, knowledge and sharing of expertise and product enhancement, and understanding of customer use-cases, leading to the adoption of new and enhanced features and maximising the value of partnering with Moorepay.

The role encompasses leading and managing the Customer Success team to deliver a consistently high level of service to our clients whilst also sponsoring a number of key strategic customer relationships. The team will work collaboratively with others across Moorepay (and within the wider Zellis group as opportunities allow), including the wider Customer Success community) to deliver a ‘one Moorepay’ approach.

Success in the role will be achieved by leading from a position of customer advocacy, ensuring customers consistently receive a great service. It will be demonstrated through having a high performing team that leads by example and lives our values in every interaction, ensuring that the business is exceeding targets and partnering with the sales and marketing teams to drive revenue growth and expansion of our customer relationships.

This is a full time, permanent role working 3 days per week between our customer locations, Swinton and Birmingham offices.

Main responsibilities

The Head of Customer Success will be required to lead, motivate and manage a busy customer success and customer health team through periods of significant change and transformation, ultimately always with the goal of having a high performing team culture in place. Working in conjunction with change and transformation teams across the business the role holder will be responsible for optimising the performance and productivity of the team through effective workforce management, collaborative working practices and through continuous improvement initiatives and providing support and expertise to other teams to do the same.

The individual will be expected to consistently and constructively challenge the status quo with a desire to seek new and better ways of working for our customers that bring true value to the relationship, including process innovation, maximising the use of technology and automated solutions.

Working in partnership with the sales, marketing and operational delivery teams across the business the role holder will be responsible for ensuring that we have a strong customer health framework in place including Brand and Transactional NPS, Complaints and Escalations and learning initiatives, exceeds account ARR, and develops additional chargeable work through lead generation. Critically, the team will ensure that we have an agreed customer plan in place for our top quartile customers and service improvement plans for customers experiencing challenges, to ensure the retention, growth and operational viability of the relationships that meet both customer and Moorepay agreed business outcomes.

Working collaboratively with the delivery and commercial teams, the role demonstrates strong leadership and embraces our company values at all times, has to drive the customer focused agenda, anticipate customer requirements and ensuring that customers achieve their own objectives from the Moorepay partnership.

Customer Experience

• Responsible for key customer relationships and customer satisfaction across your delivery teams’ services team with specific account responsibility for a nominated group of strategic customer relationships. For those key customers, build personal relationships with stakeholders and establish regular contact in line with the agreed engagement model.
• Builds a culture of “customer first”, act as the guardian and role model for our customer relationships and promotes customer awareness throughout the business.
• Drive a culture of continuous improvement and support/lead the associated continuous improvement plans across customer facing functions including the use of cross functional and cross site working groups.
• Lead customer health activity across Moorepay and ensure that any gaps in our service provision/contract and/or any identified Moorepay or customer improvement activities are driven forward together with local teams, marketing, other key stakeholders and customers as appropriate.
• Responsible for the management, governance and oversight of customer escalations and complaints, at risk action plans and preventative measures.
• Issue based root cause analysis and remediation in agreement with the customer and Moorepay incident management teams.
• Take ownership of service improvement initiatives driven out of customer satisfaction feedback processes including brand and transactional NPS, customer governance meetings and other customer and colleague engagements.
• Working with the Head of Business Services, be responsible for embedding measures and providing actionable insights for customers and Moorepay continuous improvement activities.
• Creating relationships with the operational leads across Moorepay for effective and efficient service delivery, issue resolution and service enhancement.

Leadership and Talent Management

• Increase colleague engagement and developing talent to optimise customer relationships.
• Act as a key point of escalation on behalf of the customer to ensure swift incident resolution and effective client management is in place.
• Build key relationships with the commercial team to grow and develop our commercial relationships and secure contract extensions.

Financial Management

• Work with the sales teams to ensure your customers are well managed in terms of commercial management and revenue performance of nominated customer accounts including completeness of billing and resolution of disputes.
• Reviewing efficiency of delivery with Service Delivery in order to manage margin expectations.
• Identification of revenue / scope opportunities.
• Effective management of issues, at risk processes, churn risks, customer escalations and complaints, which ensure we avoid the need for credit notes/discounts.

Customer Success

• Responsible for delivering the Moorepay customer success function and the overall success of key Moorepay Customer relationships.
• Building key customer relationships with stakeholders.

Skills & experience

Business Knowledge

• Track record in Customer success and relationship management.
• Strong client service and client management experience with evidence of sustainable service improvement and improved brand NPS results.
• Experience delivering outsourced payroll and HR services to +500 employee sized organisations.
• Commercial ability and presentation skills.
• Knowledge of legal, regulatory and compliance requirements of HR and payroll services.

Essential Functional / Technical Skills

• Data analysis, investigation, reporting and acting on feedback.
• Strong customer management with evidence of sustainable service improvement.
• Proven track record in the successful delivery of business process improvement.
• Delivery of commercial benefit through enhancement initiatives.
• Ability to build and leverage internal networks.
• Cost optimisation and EBITDA growth.
• Lean or other business process optimisation skills, proven to drive transformation.

Personal Attributes / Competencies

• Excellent communication skills with a passion for improving the client experience.
• Strong people manager with the ability to develop/manage high performing teams.
• Ability to deal with at times competing conflicts, improve quality, reduce costs, drive up margin whilst also delivering better outcomes for customers.
• Ability to act as an effective operational lead and have the capability to apply yourself to different business challenges, people, systems, client, financial, quality.
• Able to work collaboratively and effectively with teams.
• Strong stakeholder management and networking skills.
• The ability to successfully deliver bottom line commercial benefit through the delivery of initiatives to grow revenue and improve operational efficiencies to achieve margin improvement.

Benefits & culture

Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself!

To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.

Here’s what you’ll gain if you join our team:

• A career packed with opportunity, in a stable and growing company.
• A comprehensive programme of learning and development.
• Competitive base salary, plus additional cash benefits.
• 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension with up to 8.5% employer contributions.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.