Opportunity in Malaga, Spain.

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We are looking for Head of Customer Success who will spearhead the best practice utilization of our platform for our customers. You will work closely with our customers to ensure they maximize the use of our platform. The position is at our Malaga office, at the Green Ray building.

Liquid Barcodes has retail customers across the world, with a primary focus in North America and Europe. For more information on the company, please visit liquidbarcodes.com.

Please apply if this is you:

• You have relevant experience from rewards-based loyalty or subscription in retail, ideally coffee/convenience.
• You can demonstrate a loyalty expert profile – and you are passionate about loyalty and retail.
• You have a vision for how to do world-class customer success management in loyalty tech.
• You have +5 years of relevant management experience.
• You want to work in an international tech company where customers are world-wide and all communication is in English.

Tasks and areas of responsibility

• Develop and maintain strong customer relationships with existing customers. Head of Customer Success is accountable for customer satisfaction in on-going operations; and acts as the key champion and escalation point for all customer issues. Measure and monitor customer satisfaction – and take necessary actions with the relevant customers.
• Help customers improve their programs and create more value from the products and features they are using today. Work with our customers to expand usage of our platform and services.
• Act as team lead for all Customer Success Managers. Act as Customer Success Manager for some tier 1 customers remaining a strategic/tactical level and utilize the team for operational level customer success work (Customer Success Manager role defined below).
• Organizational development of the team; roles & responsibilities, competency development of the team, recruitment, and onboarding of new resources, align interfaces to other teams.
• Framework development: define and develop how Liquid Barcodes do Customer Success work – develop and maintain the Customer Success team`s work-processes, tools, assets.
  • Drive the continuous implementation of the Convenience Retail Loyalty Playbook with our customers – to ensure they are successful with their loyalty programs and with their use of our platform.
  • Develop and maintain Playbook tools such as diagnostics, audits, mini-audits – and define how these are used with customers (annual calendar, customer tier prioritization etc.).
  • Responsible for the customer support portal (FAQs, how to videos, guides, manuals), the news channel in dashboard, newsletter (MailChimp) use towards dashboard users, creation and distribution of Webinars etc.
• Grow Customer Success team and (recurring) professional service revenue.

• Drive enhancements in products (Rewards, Subscription, B2B Coupon shop, Gamification, Machine Learning)

• Continuously contribute to drive the internal agenda of simplification – and building a self-service, automatic, flawless, and scalable operation.

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Head of Customer Success

• Reporting to the CEO. Part of Liquid Barcodes management team.
• Direct reports:
  • Team lead Customer Operations
  • Team lead Customer Analytics
  • Team lead Customer Excellence (future)
  • Customer Success Managers
  • Product Managers (future)
• Collaboration:
  • Marketing related to our existing customers e.g. any case study / success story / loyalty award contribution etc.
  • Head of Sales for opportunities that requires sales resources
    • typically upselling is done by Customer Success Manager with support from projects & apps team
  • Head of Projects & Apps (and project managers that are appointed) on any project contract and CR opportunity/delivery.
    • Product manager Apps related to all our customers` apps.
  • Head of Engineering for incidents handling/communication and escalations related to technical organization (developers, infrastructure, QA)

Qualifications

• Master`s degree
• Relevant experience from loyalty or subscription within retail, ideally coffee
• Passion for and ability to demonstrate retail loyalty expert profile
• +5 years management experience

Personal characteristics:

• Self-driven, structured and reliable
• Strong business acumen to understand customer`s business drivers and adapt the Liquid Barcodes platform value proposition for each customer
• High attention to detail and ability to manage multiple customers simultaneously and prioritize
• Good written and verbal communication skills to articulate business opportunities in utilizing more of the Liquid Barcodes platform
• Strong interpersonal skills – ability to work as a member of a team as well as independently
• Ability to understand the complete product solution, and create process and structure to address better utilization

Bonus points if you have

• Experience from running a loyalty program for retailer, ideally within coffee/convenience
• Experience from convenience retail / coffee / foodservice
• Experience in relevant roles e.g. marketing, digital, loyalty SaaS tech
• Experience from management consulting

Liquid Barcodes offers

• Permanent employment
• An exciting opportunity in an innovative tech company focusing on the loyalty marketing of tomorrow
• An opportunity to be part of growth phase, and significantly impact the future success of the company
• Interaction with multiple internal and external roles across technical and commercial responsibilities
• Flexible working hours and flexibility to work from home.
• Competitive terms
• A Scandinavian influenced, great place to work – with office in the Green Ray building in Malaga

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Hey! We are the ones you will meet in the interviews. Look forward to meet you!