Head of Customer Success UK

ProcurePro

ProcurePro

This job is no longer accepting applications

See open jobs at ProcurePro.
Customer Service, Sales & Business Development
United Kingdom
Posted on Monday, January 15, 2024

Get excited - here's a Video (7 mins) on ProcurePro & why we're hiring for this role.

https://www.loom.com/share/0fcc1d3ef8244cf5a56f97f2b236f059?sid=391e961b-28d5-4afc-98ed-2d24693f57ca

Foundation Team for UK Expansion

  • Opportunity to get in at the ground-level of a rapidly growing Australian Construction-Tech scale-up that is expanding to the UK
  • Head of Customer Success UK is a key foundation role that will help build the UK Business & Team
  • You’ll work hand-in-hand with our Founder & CEO (Alastair Blenkin) and Co-Founder & Head of Product (Tim Rogers) who are relocating to the UK to lead our expansion

About ProcurePro

  • Vision & Mission > To set a new standard of innovation in construction by making procurement a walk in the park.
  • What we do > Award-winning procurement software for Construction Head Contractors (consolidating fragmented and manual Excel / Word / Email processes into a single platform).
  • Traction > ProcurePro is used across 700+ construction projects worth >$17+ billion in value, is growing rapidly at venture scale rates (3.6x year-on-year) and is the procurement software of choice in Australia.
  • Funding > We raised $2.6m Seed capital (Aug 2021), have grown efficiently and are currently closing our next funding round to accelerate UK expansion (Aug 2023).
  • Customer Net Promoter Score > 8.3 (world class per Bain & Co benchmarks) 🚀
  • Employee Net Promoter Score > 9.6 🎉

Values we live by

  1. Better people build better companies
  2. Whole arse it, with ruthless pragmatism
  3. Help the customer win

(We’ll tell you more about these as discussions progress)

Key aspects of this role

Our CS team & process provides us with a competitive advantage - the speed at which we enable our customers succeed defines ProcurePro’s business trajectory. Our CS is intentionally well resourced to ensure we are proactive not reactive.

  • Owning Customer Journey > Full cycle CS - Enterprise SaaS implementations, run customer meetings, drive implementation program, product adoption and utilisation, run Quarterly Business Reviews and build enduring customer relationships
  • Build & Manage CS Team > Recruit & train CS team (anticipate CS team of 4-6 within ~12 months), manage performance and ensure quality.
  • KPIs > Are focussed on customers realising value (activation time, utilisation score). Our CS Team are not currently responsible for renewals/upsells and do not hold quota.
  • CS Process Optimisation > We have established CS processes & software (not starting from scratch), though you will continually improve & ensure adherence to enable scalability.
  • Data Analysis > We are highly data driven. You will analyse customer utilisation metrics to understand and drive adoption (and teach key customer contacts to do the same).
  • Collaboration with Departments > Work cross-functionally with Product, Sales, Marketing, and Operations.
  • Systems we use > Planhat (CS software), Intercom (help centre), Zoom (video calls) and more such as Slack, Loom, Notion (internal wiki and communication).

Your background & experience

  • Customer Success experience > 4+ years experience in Customer Success at a SaaS company
  • Enterprise > Experience working with enterprise customers & multiple stakeholders
  • Management experience > Managing a team & driving performance
  • Background in construction > Not necessary, but a huge bonus if you’ve worked in construction or construction-technology
  • Communication > Exceptional account management and customer success skills backed up with excellent written and verbal communication skills.
  • Be analytical & detail oriented > Attention to detail, strong CRM hygiene, ability to analyse and understand data is critical for this role.
  • A growth mindset > We’re always hungry to improve and want you to contribute to this

Remote working

  • Work from anywhere in the UK - we were remote-first before Covid, have established processes around collaboration/culture to ensure inclusiveness & engagement. We have social events & annual off-sites (in person).
  • Whilst this is a remote role, you should expect to be visiting customers in person (where appropriate) & attend industry events etc.

Our culture

  • Team First > we’re close knit, highly collaborative, actively help each other succeed (knowledge sharing, training) to develop our teams’ capabilities
  • High Expectations > we’re self motivated, embrace velocity as our greatest advantage, take pride in what we do and push to reach our potential.
  • Radical Transparency > we believe in flat structures & sharing knowledge, everyone is privy to what happens day-to-day and nothing is hidden (i.e. company strategy, finances & all).

Compensation

  • £60k - 100k + Pension (salary negotiable based on experience)
  • Employee Share Options are available (share in our success as we grow)
  • We set you up with the computer equipment you need to be successful at remote working.

What customers think of ProcurePro

"The old way of procuring was like riding a horse, compared to now with ProcurePro it’s like driving a Tesla. It’s mental how good it is, it’s chalk and cheese, I would never go back...”(Jeremy Brown, Contract Manager, Kapitol Group)

*** How to apply (please read this carefully) ***

  1. Hit Apply and fill out the form with your information, CV (make sure to answer to the question "Why do you want to work for ProcurePro?”)

What happens next

  • Shortlisted applicants will have an introductory “Get to know each other” call [20 mins]
  • Successful applicants will have a longer call to get into the details of your experience and nature of the role [~ 2 hours]
  • You’ll receive a short assessment to complete
  • Assessment presentation and discussion call [1+ hour]
  • If successful, we will check references & make you an offer!

Applications are reviewed on a rolling basis, so speed is key. The sooner you apply, the better!



We celebrate diversity and we want people of all genders, races, ages, backgrounds, beliefs, and life experiences to join our team.

This job is no longer accepting applications

See open jobs at ProcurePro.