Regional Lead - Customer Success (UK)
Thomas International UK Limited, Belgium

About the Company

Thomas International are a leading global talent assessment platform provider. For 40 years, we have been using our suite of scientifically valid psychometric assessments and in-house training portfolio to provide technology driven solutions to ensure our clients recruit, develop, manage and engage their workforce as effectively as possible. We own our businesses in the UK, France, Belgium, Netherlands, South Africa, Australia, Hong Kong and Malaysia with circa. 200 employees and have developed an extensive distribution model for our assessments and, as a result, we sell to over 50 countries worldwide.

The company received private equity investment in February 2018 and is on an accelerated and ambitious growth plan. This will be achieved through a transformation of our online products via our new Thomas Assessment platform, launched in late 2020. We will continue to build upon our combination of science, data and technology, delivered via a SaaS approach that is disruptive in challenging the existing solutions in the market.

About the role

Reporting to the Global Customer Success Director, the Regional Lead Customer Success (UK), you will be responsible for the execution and delivery of the wider business objectives for Customer Success in the UK. You will lead, mentor, and inspire a team of direct reports comprising of Customer Success Managers and Associate Customer Success Managers within the UK.

• Lead a team of UK Customer Success Managers to hit their KPIs
• Achieve regional expansion and renewal budget for the financial year
• Provide accurate forecasting to Global CS Director
• Identify key commercial risks in the UK in relation to customer engagement and churn and manage effectively
• Effective communication with Senior Leadership to provide in-depth reporting
• Represent the voice of the customer at senior level
• Drive customer success outcomes and optimise the customer journey through effective operational metrics and reporting

Requirements

• 5-10 years’ experience in client facing role
• Experience of managing a team within the UK or with customers in the UK market
• Proven track record of high performance
• High level of interpersonal skills
• Excellent time management and prioritisation skills
• Ability to negotiate and influence

• Organisational skills

• Excellent written and verbal communication skills

• Data driven decision making approach

• Effective innovator

• Resilience

• Presentation skills

• Planning amp; sales effectiveness

We are flexible on location for this role, as long as it's in a country where Thomas International has an office i.e. UK, South Africa, Belgium, Netherlands and France. We require this person to be able to work standard UK core business hours and to speak fluent English. They are also required to hold the right to work in one of the above mentioned countries, as we do not offer any visa sponsorship or support towards relocation.

Benefits

• A permanent contract of indefinite duration (full-time) in Belgium
• Attractive salary package
• Extra legal benefits (group and hospitalization insurance, eco vouchers, mobile phone amp; subscription; laptop)
• Excellent accessibility of the office (Officenter Geel - Belgium)
• Early Finish Friday - Finish at 15:00 during the Summer months (June, July and August)
• Good work life balance
• Personalised Feedback Session - with a customer enablement specialist to gain insight into own assessment results

We Recognise that there is a statutory duty under the Equality Act 2010 for employers to safeguard against discrimination on grounds of disability, and that this applies not only to existing employees but also to potential job applicants.

Our commitment to diversity and inclusion permeates throughout everything we do, from our products to our people.

Job Rewards and Benefits