Head of Customer Success

Due to substantial growth over the last 12 months, Alertacall is hiring again – and we’d love you to consider joining our team.

Do you know how to really listen to a client? Can you build super relationships and manage ‘key accounts’? Are you able to drive projects forward to ensure customers use every single feature of a product or service to maximise its potentially incredible impact on them? And, do you know how to sell and get people excited about the benefits of new innovation?

Alertacall is a successful, growing business, providing services that help tens of thousands of older and higher-needs people feel safe, connected and informed. Working primarily with social housing and retirement living providers, the Head of Customer Success will be responsible for driving adoption, engagement and happiness for our clients from the very moment our services are installed, all the way through to ensuring a contract renewal.

What are we looking for?

• Several years of demonstrable experience in a similar role with an excellent leadership and management track record.
• Someone who can prove their capability for developing high levels of customer retention and satisfaction.
• Skilled at working collaboratively with other team members and areas of the business to ultimately get clients and their customers what they need.
• Proactive and driven to create exceptional customer service, superb feedback, and thrives on building lasting relationships with key client contacts.
• Happy to be hands-on, sometimes working with our client’s own customers who benefit from our services, as well as client staff to embed our services, gain high adoption rates, and gain maximum value from our services, smart technology and tools.
• Take ownership for agreeing key account development objectives for clients, and leading a team to achieve these.
• Lead and manage a growing team, inspiring them to grow and develop in their role.
• Can deliver high-quality reporting on progress to stakeholders at all levels, including presenting to senior leadership at clients.
• Commercially aware and can understand how changes in pricing, products, feedback and satisfaction can have a profound impact on the ‘bottom line’.

If you think this sounds like you, and if you’re excited about the challenge of working in a busy growing company that has won national awards, then we’d love to hear from you.

We can promise you a challenge, one within which you’ll be given the opportunity to thrive and grow – and ultimately a huge sense of satisfaction of helping those who need it most.

This role reports to our Chief Operating Officer and will work closely with our leadership team to make incredible things happen for our customers. Our team is passionate, caring, reliable, progressive and knowledgeable – come join us, and you will have fun too.

• Full-time.
• Permanent.
• Monday – Friday.
• Driving Licence essential, role will involve travel around the UK.

Pay: From £50,000.00 per year

Work Location: We are based in Warrington and Windermere, and the role will involve travel around the UK, as well as to our offices.

How to apply

Send a covering letter/email (or a link to a video) to jobs@alertacall.com setting out why you think you’d be perfect for this role and include a CV or link to a LinkedIn profile that sets out your experience to date. Be sure to tell us something about your own likes, interests and ambitions in life and what attracted you to this role and our organisation.