If you are visionary, ambitious, and have the drive to move strategic initiatives and international Customer Success & Tech Support teams forward to a modern customer retention-focused operation – this job might be just the right one for you..
For our client ClickLearn in central Copenhagen, we are on the lookout for an experienced Customer Success Director for the Customer Success and Tech Support teams in Copenhagen and in Florida, US.
These growing teams are working hard to deliver world-class services and support to their international customers online. These services include plans for and execution of onboarding and guidance to achieve their objectives and maximize output of their investment in the product.
The ClickLearn company
ClickLearn is the leading provider of user adoption solutions for business systems. Instead of creating your own e-learning and documentation manually, you can use ClickLearn’s authoring tool to record all your business processes once, and automatically generate narrated interactive videos, written instructions, hands-on-labs, PowerPoint slide decks, and a virtual assistant that work directly on top of your live system. And now learners can also use AI to chat with content.
ClickLearn serves a global customer base from central Copenhagen in Denmark, Florida in the US and Ahmedabad in India. When delivering software for the major enterprise systems, ClickLearn has a no-nonsense-policy of free training, retraining, support, and configuration assistance. That is just one of the many things that customers love about the company.
ClickLearn is entirely owned by management who you will be working directly with. Moreover, the team is having serious fun every day, seeing their product spread all over the world. They are now approx. 60 people in total, approx. 25 in the Copenhagen office.
See more info on clicklearn.com
Your responsibilities and focus areas:
- Evolving the support and customer services teams forward in an international setup and to a modern customer retention-focused operation
- Move the strategic initiatives in the customer success team forward
- Drive initiatives with the development teams for increasing the use of AI in the customer success processes
- Drive improvements of cross-region initiatives
- Improve data focus for the retention of customers
- Work with the account management and sales team to structure the delivery of pre-sales services
- Take ownership of and drive improvements on the Customer Success Plans, driving customers to success
- Manage and develop the ClickLearn community platform
- Manage the online customer events
You will participate as an active member of the ClickLearn Management team, and you will report to the CEO.
You should expect approx. 20 travelling days per year, both to the Florida office and to 1-2 conferences.
Your personal skills and qualities
You are a people person, and you have proven skills and results with building and running diverse and international customer success and support focused team. You have great skills in motivating a team, you lead by individual coaching and drive the team to demonstrate results.
We expect you to have a Master’s degree and some years of experience in a similar role in growth companies selling SaaS software products to international customers. Also, you understand the importance of structured customer success processes, know the benefits of AI and other modern tech tools for this type of operation.
Your English is fluent, and your vocabulary is wide and deep, your grammar is perfect as is your pronunciation.
You are a smart person, and you enjoy working with highly skilled and smart people. You have an outgoing personality with a great sense of humor and excellent communication skills, you are systematic and analytical in your approach and have a highly digital mindset and understanding.
Also, you love to take part in the discussions surrounding the product, the customers and potential clients, thus setting your footprint when developing ClickLearn to greater heights.
Maybe you have some basic user experience with ERP business systems from Microsoft, IFS, Oracle or SAP, but it is not a requirement.
ClickLearn offer
You will be offered plenty of challenges every day in this influential and key position, and everybody at ClickLearn is highly skilled at their job. As ClickLearn is in rapid growth, you have the possibility of growing both professionally and personally.
ClickLearn has its HQ in Copenhagen, Denmark and offices in St. Petersburg, Florida, US, as well as a development team in India. The company offers a diverse and flexible workplace where they value a high work-life balance for everyone.
Interested?
We in Bloom are continuously evaluating incoming applications and look forward to receiving your application and CV in English asap.
If you have questions, please do not hesitate to contact Director Sara Juhl at Bloom via sj@bloom.dk or mobile +45 2086 0865.
Sara Juhl