Head Of Customer Success And Operations

Head of Customer Success and Operations

Helika is a web3 gaming & NFT analytics platform to grow your community, understand competitive interactions and get access to competitive gaming audiences. We focus on integrated analytics from both in-game, on-chain and off-chain data.

• Build, lead and manage Helika's customer success team, providing coaching, support and feedback to team members
• Create deeper customer relationships by connecting Customer Success with key strategic stakeholders to solve complex business problems
• Continuously assess, classify, and manage customer risk while providing feedback to internal teams and stakeholders
• Be an internal voice for the customer on all business and industry related problems, with a demonstrated ability to explain the significance of customer issues
• Develop and implement strategies to retain customers and drive customer engagement
• Handle client escalations and involve appropriate functional stakeholders when needed
• Participate in team and company goal achievement, leading cross-functional goal teams when appropriate
• Support the team in identifying at-risk customers, and own the plans to address and eliminate risks

Qualifications & Requirements

• Experience using Hubspot CRM is a strong preference
• Demonstrated leadership skills, with 2+ years of experience managing high-performing, customer-facing teams
• 3+ years of experience in a customer success or account management role, working with large enterprise clients
• Demonstrated experience delivering on strategic customer relationship management through defining and using metrics and KPIs
• Highly organized and detail oriented; conscientious and thoughtful about maintaining the optimum cadence and quality of interactions with customers
• Proven ability to build relationships and retain customers through meaningful engagement