Chief Customer Officer (CCO)

We are looking for a new senior team member to join us as Chief Customer Officer. The success of our customers is imperative to the success of our business. We believe that customer satisfaction is influenced by the whole team, whether customer-facing or not. We’re therefore looking for someone to primarily lead our Client Delivery and Support function, but also to take responsibility for embedding a customer-centric approach across the whole company.

The Client Delivery and Support function within Cyclr consists of three areas:

  • Solutions Architects - Technical experts that help prospects and existing customers understand how our product can be best implemented to meet their needs

  • Account and Implementations Managers - Project managers and account managers who are responsible for the successful onboarding of new partners and their continued growth.

  • Customer Support team - First line support handlers who respond to day-to-day queries and issues and own them through to resolution

As well as leading the teams above, as a key member of the senior management team, your customer-centric vision will inform all parts of our strategy.

 

About Cyclr

Cyclr develops a powerful SaaS integration toolkit for SaaS companies. With Cyclr, clients can quickly create, manage and deliver an amplified suite of integrations from within their own application. We are a customer-centric organisation and our software platform is of critical importance to the clients that adopt it, to the extent that we view them as partners of our business.

 

We’re a young but growing business

Cyclr is growing fast. It will be exciting, things will evolve quickly, and you will get experience working on diverse projects. You will be joining our business at a formative stage and will have an opportunity to influence our development direction and growth and you will be helping to establish the foundations of a very large company

 

You’re a team player

Our team work across multiple locations. As a result, we live in Slack and video chat to plan, organise, report, test, and generally ensure the smooth progress of projects. You should be able to collect, process, and summarise complex data into effective communication.

 

Key Goals

  • To deliver successful client onboarding processes

  • To deliver a class-leading support ecosystem

  • To embed a customer-centric culture throughout the organisation

  • To drive business growth and client retention through excellent customer service

 

Responsibilities

  • Direct responsibility for management and development of the Client Delivery and Support function

  • Understand the customer’s needs and how we can empower them with success and improve processes at every stage of the customer journey

  • Set and measure customer-centric OKRs / metrics across the company

  • Provide customer success insight, training where needed and develop the whole company to customer-centric values and actions

  • Measure and report on customer satisfaction, churn, and growth

  • Gain user insight from customers to feedback to our product development team

  • Be a point of escalation for customer issues

 

Skills and Experience

  • At least 5 years of customer-facing experience in a B2B SaaS/Software/Business Services environment

  • Team management track record

  • A technical mindset - over time you’ll need to understand our product and its capabilities inside out

  • Great communication skills both internally and externally

  • Familiarity with customer support software (we use Zendesk)

  • Familiarity with Project Management methodologies

 

Working at Cyclr

We set out to be a flexible and adaptable employer. We believe that the best teams perform off the back of their own application and initiative and not because they are all made to fit in the same box. The most important thing to us is that you perform your role, deliver against expectation and that you are happy. We expect you to be responsible at work and to this end, we offer a high degree of responsibility when it comes to some of the more standard terms of employment.

 

At Cyclr we strive to:

  • Recruit based on competence, capability, attitude and potential.

  • Promote the well-being of our people and recognise the importance of family and life outside of work

  • Treat customers as partners and respect the importance of our application as a foundation to their own commercial success

  • Rise as high as we can and get the world to embrace our vision.

  • Accept nothing is impossible and continually incrementally improve.

  • Work as a team to achieve our goals

 

Diversity and inclusion

We are an equal opportunities employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We welcome applicants from all backgrounds and believe that a diverse and inclusive team has a positive impact on our products and services.

Salary

£80-90k depending on experience and location

 

Location

We welcome candidates from across the South East and have offices in East Croydon and Brighton that our staff can access anytime, alongside remote working where preferred. 

 

Working hours

Our core hours are 9-5, Monday-Friday but we are open to flexible working requests.

 

Benefits 

  • A competitive salary based upon your experience and an annual salary review

  • A choice of office locations to work from, or the option to work at home

  • Family-friendly flexible working patterns

  • An uncapped flexible holiday allowance and a mandatory day off on your birthday

  • Auto-enrolment to our pension scheme

  • The opportunity to develop your skills in a rapidly growing company and a healthy learning and development budget

  • Enhanced maternity and paternity leave for new parents 

  • Travel expenses are paid when travelling beyond your usual assigned office location.

  • A generous referral bonus scheme if you can help us find other great teammates

  • Cycle to work scheme that allows you to save money on a new work bike and spread the cost over monthly tax-free instalments through your employer.

  • Plenty of team rewards as we hit our growth targets


 

Please send your CV and a short introduction, specifying the  role for which you are applying, to recruitment@cyclr.com - NO AGENCIES

 

The Wired Sussex team caught up Cyclr to see what they're looking for in new recruits, and what they love about their roles. Read here


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