About Harver:
Harver is the industry leading hiring solution helping organizations optimize their talent decisions. Rooted in over 35 years of rich data insights, the company’s portfolio of solutions enables organizations to make the best talent decisions across the entire employee lifecycle. Having processed over 100 million candidates, Harver provides trusted, flexible, and adaptable offerings making hiring better, faster, and fundamentally more fair. More than 1,300 customers including Booking.com, Peloton, Valvoline, and McDonalds trust Harver to help put purpose to work.
Overview:
The Director, Customer Success EMEA & APAC will have overall accountability and responsibility for leading Harver's portfolio of enterprise customers in the EMEA & APAC regions. The ideal person will successfully oversee all aspects of their enterprise client relationships and business. This includes managing and motivating a cross functional Harver team, leading and driving transformation, growth and optimization strategies for your clients, and being a trusted advisor consulting with clients’ on best practices.
In this role you will be leading a team of up to 10 strategic account managers. You will have the opportunity to make a significant contribution helping enterprise clients’ transform their talent lifecycles through the Harver suite of solutions. You will deliver sustainable value to our enterprise clients and profitably grow Harver's expansion business-which are critical to the overall success of the company.
This person and team will collaborate closely with their sales colleagues in the region, and align with other teams in Professional Services, People Science and Customer Support to ensure the successful onboarding and management of new/existing clients.
The ideal person will rate highly on the following competencies:
Communicating Effectively, Influencing, Making Sound Decisions, Negotiating Conflict, Relationship Management, Adaptability, Resilience, Work Organization, Analytical and Systems Mindset.
Responsibilities and Qualifications:
In this role you will:
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Lead a team of stragic account managers who serve as the primary day-to-day point of contact for Harver’s enterprise clients
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Play a key role in driving customer retention and growth through effective communication, relationship building, and problem-solving;
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Manage the client portfolio and net retention growth ensuring that margin consistently meets / exceeds Harver revenue and profit objectives. This includes driving continuous improvement efforts to ensure Harver is supporting the clients in the most efficient and cost-effective manner while ensuring contractual commitments and SLA’s are met.
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Work closely with the client senior executive teams to develop and deploy new capabilities and solutions designed to optimize the clients’ talent lifecycle.
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Collaborate with Harver's teams on new innovations, product roadmap features, new solutions, market insights, solution adoption and implementations.
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Be measured on revenue growth through expansion, client renewal/retention, client satisfaction and client advocacy.
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Embody Harver’s values which are Seek To Connect, Embrace The Present, See It Through and Envision What’s Beyond.
In this role you will have:
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Proven experience in a leadership role with a track record of managing and developing talent within a high-performing client facing team;
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5 to 7+ years of experience with B2B enterprise software; Enterprise HCM software or AI/transformation experience is nice to have;
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Proven experience managing and executing customer engagement strategy: developing deep & wide executive relationships, developing strategic account plans and aligning customer goals to solution offerings and revenue goals.
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Success with leading effective business reviews and analysis of positive business outcomes; leading cross functional customer engagements through internal delivery teams.
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A leader to execute a Client Satisfaction program to measure customer satisfaction, establish improvement targets and define continuous interdepartmental improvement plans which ensure high customer service levels.
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Proven ability to lead SAAS Customers and supporting services; best practices and effective communication on all offerings and product enhancements to the customers.
Pssst… you don’t have to check all the boxes to apply!
Closing:
We will offer you:
As a global company, our benefits vary by location. Ask your recruiter to provide information about localized benefits. Harverians enjoy:
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A competitive base salary and great incentive program;
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Remote-first culture;
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Monthly connectivity and wellness allowance;
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Yearly remote work allowance;
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Hybrid work schedules with lots of flexibility;
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Summer Fridays - Take half day off on Fridays to rest and recharge;
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Quarterly wellness day off;
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The chance to be part of a high-performing, highly collaborative environment full of people who love what they do and who are dedicated to success;
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A culture focused on achieving results and transparent communication;
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An executive team dedicated to the growth and well-being of all team members;
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A world-class product with an elegant user interface that empowers our clients to positively impact their business results.
If you’re passionate about working in a dynamic, fast-growing company-with cutting edge technology, smart colleagues, and opportunities for development - come grow with us!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The preferred location/s for this position are either Amsterdam or London; or surrounding areas which are easily commutable to the Harver offices in those locations.