Position Description

Chief Customer Officer (CCO)
Location London Head Office
Job Code 567
# of openings 1
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Title: Chief Customer Officer 

Skills: CCO, Chief Customer Officer, Professional Services, Customer Success, SaaS Software Delivery and Support.

Company Summary:
We’re the global leader in workspace scheduling technology. We make it easy to find and book space to meet up and work together. We provide workspace scheduling software to over 1,000 of the world’s biggest brands, integrating meeting room and workspace reservation solutions that help remove friction in the workplace and free businesses and their people up to get the most out of their working day.

Position Summary:
Condeco’s Chief Customer Officer is responsible for ensuring our customers are getting maximum value out of Condeco’s Software’s product range, which ultimately results in their renewal, growth and Customer Satisfaction. Functions include the Professional Services, SaaS Software Delivery, Customer Success and Customer Support.


Key Areas of Responsibility:

  • Review structure and strategic direction of the Professional Services, Customer Success and Support organisation globally.

  • Ownership of hiring, developing and retaining a team of highly skilled customer success managers around the globe

  • Achievement of financial goals and metrics across all of the streams

  • Develop Customer Experience Maturity Model with defined improvement areas every quarter

  • Engage with the sales organisations to ensure proper positioning and engagement of Condeco’s customer success management

  • Build and foster a team environment that is customer-centric and encourages ongoing innovation

  • Set high standards of performance and inspire others to define new opportunities and continuously improve the organisation.

  • Be a champion for Condeco’s culture and core values

 

Qualifications:

  • 10 years of experience growing and managing a Customer Success and / or Professional Services organisation.

  • Experience working with in SAAS Software

  • 10+ years of experience crafting and implementing improvements to operating model and service offerings to meet changing customer requirements

  • Ability to run Professional Services through a direct model or an indirect model supporting Condeco’s partners

  • Experience managing a P&L and balancing the ongoing needs of customers within budget

  • Understands or has run a Voice of Customer program

  • Understanding of the contract renewals business and the multiple positive touch points throughout the year from Condeco employees that weigh heavily on the customer’s decision to renew

  • Global experience, having worked in several regions and led global teams

  • Commercial acumen to deliver on reference, renewal, revenue and margin objectives

  • Exceptional presentation skills with the ability to present to audiences 

  • Strong leadership skills and ability to motivate and focus the organization on team and individual objectives

  • Proven history and track record of working with Sales, Marketing, Finance, and Engineering to make sure everything is geared to customer success

  • Practical, hands-on approach with the ability to lead by example

  • Ability to build and sustain strategic relationships at multiple levels internally and within Condeco's partner organization.

  • Requirements for a high emotional intelligence and an ability to challenge in a nuanced way. Influencing areas of the business that are not under direct control will be essential.


Company Information:

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  • Condeco are proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment for all employees

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