Customer Success Leader

We are excited to announce a brand-new role at Pinnacle, Customer Success Leader, designed to champion and elevate the voice of the customer within Pinnacle.

Reporting directly to the Managing Director, you will be empowered to entirely focus on measuring, representing and championing the customer within Pinnacle.

Taking the heartbeat of our most important asset, the customer is core to this role, through NPS and CSAT surveys, acting independently with follow up, data capture and ownership

Representing the customer within Pinnacle, by sharing data on satisfaction, areas for improvement, critical verbatim feedback and most importantly owning cross-functional escalations and complaints.

Ownership of challenges and risks, through transparent logging, then pulling together cross-functional teams to ensure customer retention in red flag situations.

The creation of this role represents a step change in our approach to customer satisfaction and retention. Learning from today is the mission to make us more successful tomorrow.

Key Responsibilities

Engagement

• Capture of cross-functional customer escalations from any team
• Capture of customer experience issues
• Engagement on 0-6 NPS feedback with verbatim comments, direct capture of issue and assessment of root cause
• Red flag churn risk on base, capture analysis and summary of key experience issues
  
  

Execution

• Ownership and logging of customer experience challenges
• Focus on averting churn
• Cross functional execution for customer retention
• Proposing solutions to prevent further repeat issues
• Plans for retention, making it happen
  

Measurement

• Customer complaints
• Escalations
• NPS 0-6 verbatim feedback
• Outstanding actions
• Learnings and key improvement plan
• Churn witness statements and categorisation of loss category.

Requirements

• Business Experience
• Ideally experienced working in the Sage or Acumatica arena as appropriate
• Relevant business process knowledge for ERP systems
• Project delivery and methodology experience
• Customer management
• Technical Experience
• An appreciation of the Digital Transformation space, an advantage
• ERP experience an advantage but not essential

Flexibility

• Travel to customer site as required
• Overnight stay as required
• Attend team meetings physically as required
• Support planned and approved evening and weekend work as required