VP Global Client Services

Here is the revised text with "Papaya Global" changed to "GlobalPayNexus":

GlobalPayNexus is a rapidly growing, award-winning B2B tech unicorn with an ambitious mission to revolutionize the payroll & payments industry. With over $400M raised from multiple tier-one investors, our innovative technology provides a comprehensive solution for managing global workforces, encompassing everything from hiring and onboarding to managing and paying employees in over 160 countries.

As a VP Global Client Services, you will serve as a senior member of the broader Global Operations team, helping design the future of Customer Success and Operations at GlobalPayNexus. This position requires a person that is highly collaborative and innovative with a track record of relentless and effective execution and is excited to tackle some of GlobalPayNexus’s most challenging opportunities for improving the customer experience.

This role will be filled in London or Barcelona, where we have our offices and operate a hybrid work model.

We will consider remote candidates based on experience.

- Manage the growing team of Customer Success Managers, CS Operations, and Payroll Experts.
- Architect deployment of the teams’ resources to align with customer segments, deliver customer value, and on-going capacity planning that will scale with growth projections.
- Drive customer success outcomes including increasing renewal rates, product adoption, expansion, and advocacy while reducing churn.
- Act as a point of escalation in customer issues and cascade all customer feedback and inputs to internal teams.
- Attract and manage best-in-industry talent, fostering collaboration across the team, identifying development, learning opportunities, and coaching team members to uncover their highest potential.
- Provide guidance on organizational strategy, scorecards, and metric design. Establish reporting and KPI review cadence.
- Identify, develop, and implement processes and procedures that drive the effective and efficient operation of the team as well as ensure GlobalPayNexus’s customers are receiving world-class service.
- Partner with leadership on action plans and root cause analysis for performance opportunities, including follow-up and measurement of plan execution.
- Work closely with leadership to define and continuously identify top strategic priorities and how to best execute/drive continuous improvement.
- Implement and enhance enabling technologies, across the Customer Success and Operations teams.

Requirements:
- Bachelor’s degree and at least 7 years of experience leading customer success teams, ideally in a global organization.
- An obsession with customer experience and a clear understanding of its impact on a business.
- Experience supporting implementation and on-going support of technical SaaS solutions, preferably in the Payroll/HR/EoR space.
- Excellent communication skills (both written and oral) as well as interpersonal and relationship-building skills.
- Highly analytical and must be results-oriented with a strong foundation of integrity.
- Proven success building highly engaged, high-performing teams that everyone wants to be a part of.
- Experience managing dispersed and/or remote teams.