Head of Customer Success

at  Omniplex Learning

ABOUT YOU

We’re looking for a dynamic leader who can drive operational excellence while maintaining a strategic focus on customer value. You’ll have a track record of managing people, with a passion for customer satisfaction and team development.

• Strong background in customer support management and service delivery
• Experience with ticket management systems and support processes
• Excellence in stakeholder management and team leadership
• Data-driven mindset with strong analytical skills
• Outstanding communication and problem-solving abilities

You’ll be responsible for ensuring our customers receive outstanding support and consultancy services. You’ll lead two specialised teams, working together to deliver both responsive daily support and strategic professional services.

• Lead our Customer Success service desk team handling 1st and 2nd line support
• Drive key performance metrics including SLAs and customer satisfaction
• Develop and optimise service delivery processes across both teams
• Collaborate with Sales and Account Management on growth opportunities
• Partner with product teams to maintain service excellence
• Analyse performance data to drive continuous improvement