Global Head of Customer Solutions
Core
Lead and scale global Account Management and Technical Support functions for enterprise customers in a payment infrastructure company.
Role type
Senior leadership (Global Head of Customer Solutions)
Builds
Global Customer Solutions organization (Account Management + Technical Support)
Domain
Fintech / Payments / SaaS
Deliverable
client delivery
Required skills
Global team leadership, post-implementation account management, technical support operations, process standardization, cross-functional collaboration, strategic stakeholder management, international expansion strategy
Preferred skills
Experience in payments/fintech/SaaS, Spanish fluency
Technologies
N/A
Responsibilities
Lead and scale the global Customer Solutions organization; Own post-implementation customer experience; Establish global operating model; Hire and develop international team; Define and monitor customer health and service metrics; Standardize processes and escalation protocols; Partner with Engineering/Product to resolve technical issues; Act as senior escalation point for strategic customers; Represent customer voice in leadership planning
Seniority
Senior, hands-on IC with leadership scope