Position: Head of Customer Success
Company: Parimatch Tech
Category: Support
Experience required: 3y
English level: fluent

Parimatch Tech is an international product company that develops and provides tech and marketing solutions for the Gaming & Entertainment industry. Headquartered in Cyprus and operating globally, the company has R&D centers located in four countries, the largest of which is in Ukraine.

Key responsibilities:

Main goal - setup customer success service from the scratch in b2b company. Rethinking existing communication with internal operators/customers, improve it.

• Managing client relationships and driving satisfaction, face-to-face at events and digitally via email/ digital tools
• Lead the cross-functional delivery teams to ensure clarity and alignment on customer product objectives and outcomes required
• Aid sales team in the identification of upsell opportunities, managing the client back into the funnel using a consultative, continuous improvement approach with their product delivery
• Manage and maintain any issues clients may have within agreed SLAs
• Understand strategic goals and how the customer success strategy, objectives and tasks should support delivery
• Contribute to insights and ideas to the development process of the customer experience strategy and desired customer journey
• Leading input to continuous improvement in processes and systems, identifying opportunities to reduce work effort for teams and customers across tech and people (including automation)
• Represent the voice of the customer to provide input into every core service and marketing, sales and operations process

Your Experience

• Proven experience working at a similar role in a B2B IGaming company
• Leading a team of 50+ employees
• Record of achieving targets for customers
• Experience managing large and complex projects
• Project experience in reporting and relating documentation