• 8+ years in leading client-facing post-sales functions, including account management
• Demonstrated success in hiring, onboarding, and developing talent within account management and customer experience teams in high-growth environments. Expertise in scaling enterprise-level post-sales functions in sales-led organizations, with a strong focus on customer satisfaction and growth
• Demonstrated success working with large enterprise customers in fintech or financial services, including managing complex relationships, influencing and negotiating at senior levels, and driving land-and-expand motions
• Experience selling technical solutions with a usage/volume-based model, and ability to engage with customers on technical topics
• Demonstrated ability to use data to identify upsell and cross-sell opportunities and to drive business outcomes
• Extensive experience working closely with sales, product, and marketing teams to enhance customer engagement and drive growth

Desirable

• As the Head of Customer Experience at Middesk, you will oversee the entire post-sales strategy and journey for all of Middesk’s customers
• Your mission will be to develop and implement a long-term strategy to scale our account management and customer experience teams, delivering an exceptional customer experience across all segments that drives mutual growth for both our clients and Middesk
• You will lead efforts to build long-term, strategic partnerships with our largest clients while developing a scalable engagement model for other segments
• Your focus will be on maximizing product adoption and revenue growth, shaping our product roadmap, implementing systems and processes to scale our post-sales operations, all the whilst building and developing an exceptionally high-performing team
• Promote product usage, adoption and revenue growth across our customer base by developing scalable, win-win solutions that demonstrate the value of Middesk’s offerings
• Build deep, mutually beneficial relationships with our customers by understanding their business needs and helping them achieve long-term success with Middesk. Handle and de-escalate difficult customer challenges and turn them into an opportunity to build trust and commitment to Middesk
• Develop and expand our teams to deliver exceptional post-sales experiences, ensuring we provide industry-leading service across all customer segments
• Work effectively across the GTM and product functions to provide an outstanding customer experience
• Serve as a key advocate for our customers within Middesk, influencing the product roadmap to align with the evolving needs of current and future customers
• Implement systems and processes in our post-sales operations, including onboarding, renewals, and support, to drive efficiency and scalability