Head of Implementation

Customer Success · Copenhagen K, Copenhagen
Department Customer Success
Employment Type Full-Time
Minimum Experience Manager/Supervisor

 


GAN is transforming the way the world’s leading corporations deal with corruption, compliance and regulatory risk. We empower compliance teams around the globe with our powerful, intuitive software platform for managing all their compliance activities in one place.


We are looking for a charismatic Head of Implementation for our Customer Success Team based out of Copenhagen. In this role, you will be responsible for bridging our very own technology and sales departments in order to provide the best customer journey to all our customers small and large. In addition you will be also leading by example an international team.


The ideal candidate for this role will be


Managing our Customer’s Implementation Journey 


  • Define and refine the customer journey, in collaboration with support and account management, to ensure that we deliver a delightful experience all of the time
  • Develop strong relationships with our customers and prospects
  • Implement customer success plans and ensure that all expectations are appropriately aligned 
  • Drives initiatives to ensure customer satisfaction, retention and help maximize revenue generation opportunities
  • Identify project risks and mitigate issues, identifying solutions for remediation


Implementation Team Lead


  • Lead and coach members of the Implementation team - establish clearly defined goals, objectives, responsibilities, competencies and development plans 
  • Monitoring and managing team headcount to functional budget
  • Responsible for achieving on-time implementations - assign, oversee and enable the team to deliver on these projects as per plan
  • Track and optimize team utilization of team (create and maintain a team utilization model to ensure overall profitability)
  • Enforce methodology and timelines
  • Support team in solving problems and in escalations
  • Assist with identifying opportunities for process improvement
  • Responsible for all administrative matters related to implementation sub-providers, support invoicing process etc. 


 Reporting & Tracking


  • Understand, track and report on all ongoing projects and escalate as appropriate to the VP, Customer Success 
  • Mastery (expert-level) usage of our PM Tool and Salesforce
  • Ensure visibility at all times on ongoing projects
  • Go-live dates


Communication & Relationship Management 


  • Coordinate internal communication and collaboration across multiple internal teams to support the customer success journey
  • Manage relationship with key customer contacts and provide key leadership and oversight to large customer implementations
  • Provide continuous customer feedback to the broader leadership team


What we are looking for


  • 8+ years experience in a customer facing leadership role in a Saas company
  • Proven implementation, project or programme management skills
  • Demonstrated experience of leading teams in a customer service role
  • Passionate about customer success and making customers happy 
  • Self starter motivation, strong organization and time management skills 
  • Excellent communication skills and a strong relationship builder both internally and with customers
  • Able to thrive in an ever-changing environment - solutions oriented and highly adaptable
  • Master degree required
  • Perfect mastery of English; an additional language would be a plus
  • Demonstrated proficiency in communicating data and reporting using various project management and CRM tools


What we offer


  • Competitive salary

  • Excellent career growth opportunities

  • Flexible working hours

  • Great office space and central  location in the heart of Copenhagen near Kgs. Have.

  • Social activities; quizzes, movie nights, DHL run, Friday bars, Summer/Christmas parties and much, much more

  • Amazing lunch buffet, free soft drinks, fruit, snacks and great coffee

  • Work with an amazing team of talented and motivated people who love their work

  • A real impact on the company’s growth and evolution


 


 


 

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  • Location
    Copenhagen K, Copenhagen
  • Department
    Customer Success
  • Employment Type
    Full-Time
  • Minimum Experience
    Manager/Supervisor