Head of Customer Delivery
9 Spokes
Auckland, Newzealand
6d ago
source : Hireejobs

Head of Customer Delivery 9 Spokes is a business tracking and insights tool that enables SMBs to harness the power of their data to improve performance SMBs can connect their cloud software to the 9 Spokes platform and use the Tracker tool to get a comprehensive near realtime picture of how theyre performing across the metrics that matter most so they can make quick sharp decisions that impact growth 9 Spokes is available to SMBs directly through 9spokes com and as a whitelabelled platform for enterprise customers including banks and other financial services providers The Enterprise Edition allows banks under their own brand to deliver richer and more engaging experiences to their SMB customers Through permissioned access to their SMB clients data banks get the insights they need to offer products and services that are better tailored to their small business customers needs We are looking for a Head of Delivery and Operations to be accountable for leading the delivery of the product platform to our customers and coordinate the service operation element of the product A key to success of this role will be to ensure accurate ontime and meaningful completion of duties and goals set to the scrum teams A primary role will be to oversee the priority initiatives briefing teams tracking against goals provide metrics to the business communication with key stakeholders to update and facilitating planning and stand up briefing This role will be responsible for coordinating activities required to onboard new enterprise customers working with them and partners in the final part of the sales process to transition them into the onboarding activities This also includes continuous improvement of onboarding processes Post go live the role will be responsible for ensuring that the service is delivered within the agreed SLA and customers get the desired benefits from the product This includes defining templated product roll out approaches and supporting the continuous improvement of the product Responsibilities Product Delivery Establish monitor and make delivery KPIs transparent across the company Report and provide regular updates to stakeholders to ensure transparency of progress Manage the delivery lifecycle working within teams to ensure backlogs are prioritised and impediments are resolved Work closely with product management to ensure product definitions are delivered efficiently Coordinate roadmap updates and ensure a realistic view of what can be delivered Build a trusted environment where problems can be raised with an emphasis on problem solving Customer Operations Plan and coordinate implementation of new enterprise customers and white label products Continuously improve implementation practices to ensure a high level of customer satisfaction Ensure customers have visibility of delivery activities as well as new product features Manage expectations and build exceptional customer relationships Ensure the service to enterprise customers is delivered to the agreed SLA Evolve and automate SLA reporting to customers People Coordinate practice development to ensure quality QA and delivery Line management of team members build a healthy work environment and a strong product team Represent 9 Spokes as a positive brand ambassador ensure strong external and internal relationships Provide feedback to the team to continuously improve and evolve our delivery capabilities Work with a diverse range of talents personalities and teams including under pressure within extremely tight deadlines whilst maintaining a good sense of humour tact and professionalism Required Experience Excellent organisation and communication skills rounding the teams and tracking to deadlines Proven track record in successful delivery of software programmes products Account management or customer relationship management experience to CSuite level Motivating and engaging people management experience Strong problemsolving skills with ability to provide solutions to resolve and satisfy Experience within a development team or project office Knowledge of Lean and Agile principals with proven experience coaching people through the agile methodology Knowledge and familiarity with Azure DevOps or similar tools Demonstrate confidence articulating ideas thoughts to key stakeholders An appreciation of small business enterprises SME working environments Software or SaaS as well as global experience preferred 9 Spokes values driven individuals capable of producing outcomes but who also enjoy opportunities to think and solve issues creatively This is a hands on role in a dynamic exciting and wellfunded global earlytech business The successful candidate should be a confident team player with excellent communication skills and comfortable operating with multiple hats and working in a fast paced fun environment If you have the relevant skills and experience are passionate about customer satisfaction and are eager to learn more apply now as were keen to get you started ASAP

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