Head of Customer Success

vor 3 Wochen

PlanlesOuates, Schweiz Alohi Vollzeit

Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers that focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides SIGN.PLUS (a legally binding electronic signature) and FAX.PLUS (online faxing) services to over 2,000,000 customers worldwide.

At Alohi, we began our journey with an initial seed investment from Fongit “Fondation Genevoise pour l’Innovation Technologique” which is backed by the state of Geneva. But instead of relying on external funding to fuel our growth, we’ve chosen to bootstrap our way to success. This approach has allowed us to prioritize our customers and build products that truly meet their needs, without being beholden to outside investors. By remaining financially independent, we’ve been able to maintain our autonomy and agility, which have been key factors in our ability to innovate and stay ahead of the curve

For this on-site position at our Geneva office, we are seeking a dynamic and innovative Head of Customer Success to lead the team. As the Head of Customer Success, you will be responsible for creating and implementing cutting-edge strategies to ensure outstanding customer service for our clients.

You will use your technical expertise and result-driven leadership skills to establish ambitious goals for the team and implement policies and procedures to achieve them. In addition, you will stay up-to-date with the latest market trends and new product releases and keep the team informed.

To excel in this role, you must have a track record of success in a customer success management position, demonstrate exceptional leadership and interpersonal skills, possess outstanding communication abilities, and be a mentor and role model to your team. You will also be adept at leveraging innovative CRM tools and automated workflows, including any relevant integrations, to deliver superior customer service.

**Responsibilities**
- Continuously monitor and improve the team's performance by tracking key performance indicators (KPIs) and enhancing customer satisfaction (CSAT) metrics.
- Demonstrate a personal and empathetic approach in all customer communications, while maintaining a human touch and showing deep care for our customers.
- Develop and maintain comprehensive company and customer support policies and procedures.
- Collaborate with the product team to identify customer needs and help prioritize feature development accordingly.
- Identify gaps in our knowledge base and update resources (help center, blog, videos) to improve the customer experience.
- Grow existing relationships with customers and maintain accurate and up-to-date customer records.
- Conduct demos and calls with customers whenever necessary to ensure their satisfaction with our products or services.
- Keep our internal databases updated with technical issues and important customer discussions.
- Optimize the customer support experience by automating processes and integrating new tools.
- Work closely with the marketing team to ensure a smooth client onboarding process.
- Keep the team informed about product updates, company procedures, and industry trends.
- Continuously benchmark the industry, keep up with the latest technology and best practices, and ensure that we stay ahead of the curve.
- Interview, hire, and onboard new members to the customer success team, fostering a collaborative and productive work environment.
- Create regular reports (weekly, monthly, and quarterly) to analyze the team's performance and provide performance evaluations to team members.

**Requirements**:

- Bachelor’s degree in Business Administration or relevant field
- Fluency in English (proficient to native)
- Experience using Zendesk, Jira, and Confluence
- Tech-oriented, quickly identifying the root cause of issues, suggesting interim workarounds, and always seeking ways to improve our systems
- Outstanding overall communication skills, both written and spoken
- Proactive and practical approach and the willingness to engage directly in tasks and projects; being hands-on is crucial
- Excellent organizational skills and a data-driven mindset
- Experience handling enterprise-level accounts
- Strong business sense and industry expertise
- Excellent mentoring, coaching, and people management skills
- Creative thinking - uncovering any potential opportunities
- Successful previous experience as a customer success manager, consistently meeting or exceeding targets

  • Head of Customer Support

    vor 4 Wochen

    Plan-les-Ouates, Schweiz Alohi Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers who focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides SIGN.PLUS (a legally binding electronic signature) and FAX.PLUS (online faxing) services...

  • Head of Customer Support

    vor 3 Wochen

    Plan-les-Ouates, Schweiz Alohi Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers who focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides SIGN.PLUS (a legally binding electronic signature) and FAX.PLUS (online faxing) services...

  • Head of Sales

    vor 2 Wochen

    Plan-les-Ouates, Schweiz Alohi Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers that focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides SIGN.PLUS (a legally binding electronic signature) and FAX.PLUS (online faxing) services...

  • Head of Marketing

    vor 1 Woche

    Plan-les-Ouates, Schweiz Alohi Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers that focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides Sign.Plus (a legally binding electronic signature), Fax.Plus (online faxing), and...

  • Head of Marketing

    vor 1 Woche

    Plan-les-Ouates, Genf, Schweiz Alohi SA Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers that focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides Sign.Plus (a legally binding electronic signature), Fax.Plus (online faxing), and...

  • Head of Marketing

    vor 1 Woche

    Plan-les-Ouates, Schweiz Alohi SA Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers that focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides Sign.Plus (a legally binding electronic signature), Fax.Plus (online faxing), and...

  • Head of Marketing

    vor 3 Wochen

    Plan-les-Ouates, Schweiz Alohi Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers that focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides Sign.Plus (a legally binding electronic signature), Fax.Plus (online faxing), and...

  • Head of Marketing

    vor 2 Wochen

    CH-1228 Plan-les-Ouates Alohi SA Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers that focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides Sign.Plus (a legally binding electronic signature), Fax.Plus (online faxing), and...

  • Head of Growth

    vor 3 Wochen

    Plan-les-Ouates, Schweiz Alohi Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers that focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides SIGN.PLUS (a legally binding electronic signature) and FAX.PLUS (online faxing) services...

  • Head of Human Resources

    vor 2 Wochen

    Plan-les-Ouates, Schweiz Alohi Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, is a leading provider of state-of-the-art technologies and services that simplify and enhance life for companies and individuals worldwide. Our flagship products include Sign.Plus, a legally binding electronic signature platform, Scan.Plus, a mobile document scanning app, and Fax.Plus, an online faxing service....

  • Head of Human Resources

    vor 1 Woche

    Plan-les-Ouates, Genf, Schweiz Alohi SA Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, is a leading provider of state-of-the-art technologies and services that simplify and enhance life for companies and individuals worldwide. Our flagship products include Sign.Plus, a legally binding electronic signature platform, Scan.Plus, a mobile document scanning app, and Fax.Plus, an online faxing service....

  • Head of People

    vor 4 Wochen

    Plan-les-Ouates, Schweiz Piaget Vollzeit

    Code de référence: 94983**HEAD OF PEOPLE & TALENT**: - Plan les ouates, GE, CH- PermanentDepuis 1874, Piaget cultive l'esprit du luxe grâce à une créativité incessante, une innovation sans limite, un souci d’excellence et un savoir-faire horloger et joaillier totalement intégré. Piaget excelle dans tout ce qui est rare, précieux et...

  • Head of Human Resources

    vor 1 Woche

    CH-1228 Plan-les-Ouates Alohi SA Vollzeit

    Alohi SA, headquartered in Geneva, Switzerland, is a leading provider of state-of-the-art technologies and services that simplify and enhance life for companies and individuals worldwide. Our flagship products include Sign.Plus, a legally binding electronic signature platform, Scan.Plus, a mobile document scanning app, and Fax.Plus, an online faxing service....

  • Richemont Customer Service Intern

    vor 4 Wochen

    Plan-les-Ouates, Schweiz Richemont Vollzeit

    Reference Code: 97113**Richemont Customer Service Intern**: - Richemont- Plan-les-Ouates, GE, CH- Trainee/InternRichemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to...

  • Wholesale Omni-channel Marketing Manager Emea

    vor 4 Wochen

    Plan-les-Ouates, Schweiz Ralph Lauren Vollzeit

    Position Overview Working within the Wholesale Marketing EMEA team in the Geneva office, the Wholesale Omni-channel Marketing Manager will play a key role in driving Ralph Lauren’s mission to be the Leading Luxury Lifestyle Brand across Pureplayers, Bricks & Clicks, Bricks & Mortar, Franchisee & Specialty stores, with a focus on the Southern Europe region...

  • Customer Care Agent

    vor 3 Wochen

    Plan-les-Ouates, Schweiz Smood Vollzeit

    Smood is the leading last mile delivery service in Switzerland. We aim to improve the lives of Swiss people in everything we do. Smood is a food-tech company connecting Swiss consumers with more than 2,000 restaurants and 80 Migros stores and we are constantly exploring additional services to expand our core offering. All mobile apps, the website and other...

  • CRM Manager

    Vor 3 Tagen

    Plan-les-Ouates, Schweiz Groupe Clarins Vollzeit

    Reporting to the Head of Ecommerce & CRM - Nordics, you will be responsible for growing our direct-to-consumer business in 4 Nordic markets (Sweden, Norway, Denmark and Finland) by increasing the revenues from our own channels. You will be developing customer engagement, loyalty and lifetime value by building our online loyalty program and communicating...

  • CRM Manager

    vor 1 Woche

    Plan-les-Ouates, Schweiz Groupe Clarins Vollzeit

    Reporting to the Head of Ecommerce & CRM - Nordics, you will be responsible for growing our direct-to-consumer business in 4 Nordic markets (Sweden, Norway, Denmark and Finland) by increasing the revenues from our own channels. You will be developing customer engagement, loyalty and lifetime value by building our online loyalty program and communicating...

  • Client Solutions

    vor 1 Tag

    Plan-les-Ouates, Genf, Schweiz Richemont Vollzeit

    Client Solutions & Adoption Project Manager at Maison Piaget« Always strive for excellence » is not only our founder's motto; it is also the mindset that propels us daily to push boundariesIf you have the following qualities: Customer-focused and outcome-drivenEntrepreneurial spirit with a practical approachAnalytical with a keen interest in customer...

  • CRM Intern

    vor 3 Wochen

    Plan-les-Ouates, Schweiz Vacheron Constantin Vollzeit

    CRM INTERN Plan-les-Ouates, Geneva, CH Internship 6 months Through our universe, our collaborators from different horizons share a common objective: the ongoing quest for excellence driven by the outstanding abilities and commitment of the women and men who work in our Maison. As a House of Connoisseurs in Haute Horlogerie, Vacheron Constantin has,...