Job Title: Global Customer Success Director - * 2 days per week job share *
Location: London, UK
Reporting to: Global Head of Customer Success

SKILLS AND EXPERIENCE

• A strong project manager who oversees complex processes end to end, including financial, technical and organisational dependencies
• Able to influence and coordinate peers from diverse parts of the business
• Communicates effectively with a variety of stakeholders, including Product Leads, Vendors, designers, marketers, and senior leadership.
• Able to articulate the vision for the product, as well as the rationale behind their decisions.
• Identifies and solves problems quickly and effectively.
• Leads and motivates teams. Able to set clear goals, delegate tasks, and provide feedback.
• Has strong user empathy, including understanding their needs and wants, and communicating the feedback in the right channels
• Pays attention to detail: making sure that the product is well-designed, well-tested, and free of bugs.
• Must be an excellent communicator, a natural people person
• Technical aptitude and ability to learn software tools & solutions is essential
• Writing skills highly desirable
• Experience in supervising others highly desirable
  T&Pm embraces and celebrates diversity, inclusivity, and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are a worldwide creative agency that represents global clients. The more inclusive we are, the more brilliant work we can create together.
  

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THE ROLE

T&Pm connects talent & technology to fuel brand growth. Inherent to this proposition is understanding people and how they engage with platforms, products and tools in order to have strong, meaningful and impactful relationships with our clients. As such, this role has four key goals:

• Manage the process for rolling out new tools, creating training for our people and supporting them afterwards.
• Create the system for feedback collection and sharing - work with Global Head and Manager to ensure weekly feedback is taken, recorded and managed; consider a monthly topic for inquiry that we can report on internally
• Manage the Customer Success Manager:
• To deliver &OS deliverables across internal, client and pitch workspaces
• To maintain the Product Support inbox
• To report on &OS and Creative Studio metrics

The role of Customer Success is to ensure we are helping our customers, the people that work at T&Pm, to achieve their goals, to drive customer value from the products we create and support and to be proactive and maintain a long-term perspective.
Ultimately, this role is about helping us shift to a ‘help’ culture where people from our business, across level, discipline and geography, feel comfortable coming to us with problems and ideas AND feel confident we will see them, hear them, respond to them & deliver.

KEY RESPONSIBILITIES

We exist to ensure our employees - globally - are treated as customers and help them to achieve their goals with a detailed understanding of our platforms, products and tools.
This role and the Customer Success Team exist across:
Support the Head of to drive the simplification of our systems and tools landscape.

Lead in the creation of a process for rolling out new tools, including training our people and supporting them afterwards.

• Ensure our &OS is a distribution point for data, tools and tech
• Develop training materials and conduct training for all tools we roll out
• In UAT: This is about finding the right users to trial the product and work with them to understand if and how the NPD is meeting their needs

• In Deployment: This is about building the educational materials and communications plans for sending the products into the agency

• Launched: This is about doing the do - Delivering the Comms Plan and educating our teams

• Create communities around each product/ product launch to help people learn from one another

• Manage the manager to maintain productsupport customer support feedback, and monthly reporting

Develop and maintain the system to collect feedback from people.
Conduct weekly sessions with people across the business - around the world, across practices and across clients to get a sense for what is working, what could be improved, and what needs removing and rethinking