Flooid

Manager

• - Ensuring all support issues are addressed promptly and effectively, in line with service level agreements (SLAs)
• - Developing a new target operating model for support and own the implementation, measurement and continual improvement of the model
• - Managing, developing, and training the support teams, in line with new operating model
• - Owning and evolving the coverage patterns / rotas to ensure the right levels of coverage, skills and personnel across time zones and regions
• - Leading globalisation of service desk, and driving operational excellence through scalability
• - Identifying areas for improvement within support and implementing best practices to enhance service quality and efficiency
• - Ensuring all processes are thoroughly documented, consistently audited, and regularly improved
• - Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
• - Leading the strategic relationships with 3rd parties, such outsourced suppliers
• - Creating management information reports, developing KPIs and managing departments budget, liasying with both internal and external stakeholders
• - Facilitating customer workshops and pre-sales opportunities / RFPs relating to support

Global Support Manager

Customer Success Manager

• - Managing multiple customers, serving as the primary operational point of contact, ensuring a smooth customer journey
• - Building and maintaining strong relationships with customers by understanding their goals and helping them achieve measurable outcomes
• - Monitoring customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion
• - Collaborating with cross-functional teams to resolve customer issues and improve the overall customer experience
• - Conducting regular check-ins, business reviews, and training sessions to drive continued value and customer satisfaction
• - Advocating for customer needs internally and providing feedback to the product team to help guide feature development and enhancements
• - Proactive approach to identifying issues, troubleshooting and delivering effective solutions

• Ensure customers roll out, adopt, and realize value from Flooid’s software
• Act as a strategic and trusted partner guiding customers through onboarding, software rollout, and issue resolution to drive retention and satisfaction
• Proactively identify opportunities for growth and address risks to reduce churn and support account expansion
• Manage multiple customers, serving as the primary operational point of contact, and ensure a smooth customer journey while using Flooid’s software
• Build and maintain strong relationships with customers to understand their goals and help them achieve measurable outcomes using Flooid’s software
• Monitor customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion
• Collaborate with cross-functional teams (e.g. Sales, Project, Product, Support) to resolve customer issues and improve the overall customer experience
• Conduct regular check-ins, business reviews, and training sessions to drive continued value and customer satisfaction
• Advocate for customer needs internally and provide feedback to the Product team to help guide feature development and enhancements
• Proactively identify issues, troubleshoot, and deliver effective solutions