Janes enables militaries, governments, and defence companies to make critical decisions. Our expert-driven tradecraft, developed over 120 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities and order of battle, equipment, events, countries, companies, and markets.
Linking millions of assured data points, Janes data model creates a framework of interconnected open source defence intelligence. This allows our customers to integrate all relevant data and connections into a single intelligence environment to deliver a more complete and accurate answer. Using Janes, our customers can use their scarce resource more effectively, to get to better decisions with higher confidence, more quickly.
Janes are looking for a Head of Customer Success- EMEA to play a pivotal role in shaping and executing our customer success strategy across the EMEA region. Leading a team you will champion customer success initiatives, drive adoption and ensure the success and satisfaction of our valued customers.
As Head of Customer Success- EMEA you will be responsible for:-
- Leading the CSM Team across EMEA to ensure best practice and CSM excellence is achieved in line with Janes standards in order to deliver C2V for Janes Clients
- Maximise the value the customer generates by utilizing Janes content and data subscribed to through enhanced knowledge transfer
- Reduce churn and pro-actively identify/mitigate risks through early intervention
- Develop and maintain an engaged user community by understanding client workflows and requirements handling requests, comments and concerns
- Work with the Sales team to identify and capture any new/up sell opportunities
- Undertake end user community surveys and socialise feedback within Janes following up on any actions when required to ensure training meets and enhances clients expectations of Janes
- Lead the development and implementation of user community engagement strategies including case studies and scenario modelling for sharing best practice
- Support and Co-ordinate (with Account Managers) internal Stakeholders and external engagements
- Support the testing of new products and the development of existing products
- Collaborate with Marketing to develop user promotions and support client engagement initiatives
- Reporting to LT on key performance metrics and fully utilizing CSM/Sales tool sets (Asana/Salesforce/and others)
- Support individuals development through managing performance and conducting regular reviews including coaching and mentoring
- Support the recruitment and onboarding of new colleagues
- Work with internal stakeholders to continue to further develop systems and processes to support success including providing solutions to remove roadblocks and challenges
- Operate efficiently and effectively (manage costs/ROI)
Requirements
The ideal skills and experience for this role are:-
- Demonstrable experience within a Lead Customer Success Management role
- Considerable experience in a data service provider and/or within the Aerospace and defence military sectors (preferable)
- Proven track record in People Leadership and managing performance
- Proven track record in an independent working environment
- Excellent communication and presentation skills both virtually and in person
- Experience of leading through changing environments
- Proven administrative skills
- Former Military/Government experience (preferable)
- Experience of balancing ‘hard line’ and ‘soft line’ reporting
- IT experience/competency working with online toolsets
Benefits
- 27 days of annual leave
- Healthy half (0.5 day leave every 6 months for wellbeing)
- Leave- study/ volunteer/ reserve forces
- Pension plan (6% employer contribution)
- Private medical insurance – Vitality
- Maternity (100% of basic salary for the first 26 weeks followed by Statutory Maternity Pay)
- Paternity (100% of basic salary for 6 weeks)
- Life cover
- In-office gym
- Learning and Development- GoodHabitz access
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