Stelfox is partnering with a B2B SaaS / Technology provider who is setting up a new office location in Dublin City Centre.
Role - Head of Global Client Support Services
Scope - Lead/own the client journey and associated global teams who engage with & service B2B clients across all touchpoints of the sales and support process (24x7x365 Frontline contact centre, client account management, field sales, back-office support for billing).
Overview:
The company provides B2B SaaS/Digital and physical technology to the Hospitality sector across global markets such as UKI, ANZ, U.S, Canada and other emerging markets.
Some of their solutions cover modern Kiosks / touchscreen POS technology, online real-time payment processing, online ordering, loyalty & rewards, modern native mobile applications to list a few key areas.
We are looking for someone who is a strategic thinker, but also can execute their ideas when "acting as the voice for clients" within the Senior leadership team.
Here is some of what we will be looking for in a candidate:
1. Customer / Client Services Leader with experience managing 24x7x365 omnichannel support services function across international/global locations
2. Experience working in the SaaS / Software or technology sector, providing services to B2B clients in sectors like Hospitality, Retail, or other industries that have omnichannel touchpoints with customers.
3. Strong in process / change / transformation management
4. Strong people management experience (Management, Team leads and ICs)
5. Data-driven approach
6. Strong in process improvement (enjoys seeking out ways to drive automation or inefficiencies to improve in the Customer sales and support journey).
7. Able to engage and influence at senior leadership level when engaging with cross functional teams and C-team.
8. Willing to get in front of clients to understand their pain points, needs when required.
9. Able to travel internationally if/when required.
This is a great opportunity to get into a role where you can make a real impact on the company and its future international/global growth as a business.
For more information, feel free to reach out for a confidential conversation.
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