Head of Customers Support
We are looking for a Head of Customer Success who is a strategic business partner for our clients, ensuring their needs align seamlessly with our business objectives with a keen eye for balancing customer satisfaction and business outcomes. The ideal candidate has experience in building commercial teams and excels at optimizing structures and processes to create scalable, lasting proven positive impact and positioning the team for ImpactBuying’ s next phase of growth.
As the Head of Customer Success, you excel at seeing the big picture, identifying patterns among various trends, and turning them into effective solutions. With your proven leadership experience in people management, you don’t just build a cohesive team, you also foster the growth and development of each individual. Together, we’ll create a commercial team where customer success and business goals go hand in hand.
You are familiar with sustainability and food safety quality themes where the legal part has become a lot more important. You have an understanding about our relevant topics such as EUDR, CSRD and ESG, and if not, have a natural curiosity to dive into this content and know how the retail market works.
You are responsible for the management of the commercial team with approximately 6 Customer Succes Managers to serve ImpactBuying’ s clients.
Reporting to the CEO and serving as a member of the Management Team, this position’s primary responsibility is to expand the proven positive impact with our new and existing clients, including budgetary responsibilities for our accounts, and to bring the customer success team to a next level with improved structures and guidance.
You will be co-defining the strategy and implementation plans for acquisition of new clients in new markets. You will define annual profit plans for existing clients by implementing sales strategies. You will establish sales objectives by forecasting and developing annual sales targets for multiple countries; projecting expected sales and profit for existing and new clients. A large part of the projects have an IT element and close collaboration with the IT team is necessary as well as affinity with IT solutions and applications.
Successful candidates should have strong interpersonal skills, have an analytical and curious mindset, and have commercial skills to be able to communicate clearly and effectively on a strategic level. The ideal Head of Customer Success should engage with the team, our customers, maximize value, and create strategies to grow our customer base. Self-starter with ability to manage time and prioritize competing demands.
Your Profile
- You are a commercial talent and have the ability to meet turnover targets regardless circumstances
- You are positive, motivated and customer-oriented
- You are strategic and a problem solver
- You have strong organization and presentation skills
- A propensity for relationship building
- You are pragmatic while also pushing for continuous improvement
- You have a strong interest in sustainability and (non-)food integrity
- You are a multi-tasker, who thrives in a dynamic environment.
- You have analytical skills to interpretate sales data, identify trends and respond with appropriate strategies
Your key responsibilities
- Define Strategy and Implementation: Develop and implement strategies for ImpactBuying’s current and future services.
- Drive Customer Adoption: Ensure customers effectively adopt and utilize ImpactBuying’s solutions.
- Manage Financial Targets: Oversee financial targets, monitor progress, and conduct annual budget negotiations.
- Strategic Account Management: Manage and nurture relationships with key customers alongside Customer Success Managers (CSMs).
- Improve Onboarding and Processes: Enhance customer onboarding processes and optimize internal operations.
- Team Leadership: Lead, coach, and motivate the commercial team to achieve sales targets and improve performance.
- Identify Market Opportunities: Identify new market trends and adapt sales strategies accordingly.
- Risk Management: Identify potential risks and implement actions to manage or escalate them for resolution.
Overall skills
- Higher Education (Bs or equivalent)preferably in Business Administration of Sales or related area.
- You have strong and empathic communication skills
- Proven commercial skills with experience in the field of our retail clients and Fast Moving Consumer Good (FMCG) industry and/or knowledge of their supply chains
- Demonstrate leadership qualities with organisation sensitivity
- Highly organized and able to multi-task with a focus on results
- Self-driven and proactive nature
- Patient and active listener
- Proven experience with customer success management
What we offer
- A position that enables self-initiative and ownership
- A great place to work with motivated, professional and enthusiastic colleagues
- Attention & budget for professional and personal growth
- Flexible and hybrid working conditions with a working from home allowance
- A market conform salary
- Pension Plan
- Holiday allowance
- 25 vacation days + 5 panic days
- Hybrid lease car
- Healthy lunches and snacks when you’re at the office
- Impact Buying is a B-Corp organization that values diversity, equity and inclusion
In short
- Are you enthusiastic about making an impact with the work you do? Then this is the internship for you.
- 40 hours a week
- Working in an international organisation with 75+ colleagues
- IB is a company that values diversity, equity and inclusion
