At GeoComply, our mission is to empower the future of digital trust. We operate at the center of a new generation of cybersecurity companies, leveraging today’s geolocation data to make better risk-based decisions. Working as an integral piece of the security infrastructure for some of the world’s largest tech companies like DraftKings, FanDuel, the BBC, and Akamai, we are the global market-leader for compliance-grade geolocation data and an essential piece of the decision engine. We have big plans in the next few years, including a targeted IPO and various M&A opportunities.
At the heart of it all is people – we are deeply committed to creating and sustaining a meaningful experience for our employees, customers, and partners.
The Head of Customer Success contributes to the GeoComply team by building and mentoring a diverse team of agents towards the common goal of providing our clients with pleasant and valued customer experience. This position continuously looks for opportunities to improve customer relationships, product offerings, service levels/performance, internal communications with clients on integration and UX.
GeoComply’s Customer Success team is a core team that many of our current Senior Leadership people have developed in and is seen as an excellent pool for internal lateral and vertical promotions. Leading our Customer Success plays an integral part in helping GeoComply sustain our market share while bettering our product suite.
Core Responsibilities
Responsibility for the management, growth, and development of the Customer Success teams across Europe, Asia, and North America to ensure our clients have 24/7 support.
Manage a team of customer success generalists and technical specialists while coaching and mentoring people leaders within the Customer Success team and promoting skill growth required in other areas within GeoComply’s Business.
Hiring, Scheduling, and vacation planning for all teams.
Proactively performing thorough analysis and review of operator production data and tickets received to identify possible concerns that need attention.
Aligning business cases and collaborating with product teams for the development and release of improved products.
Identify opportunities for areas of improvement and help others to identify opportunities for improvements by providing clear and constructive feedback
Develop and maintain a thorough understanding of the company’s products, processes, and technologies.
Ensure Documentation auditing is completed for internal and external support uses.
Strategic Responsibilities
Work with the data processing tools and teams to make data-informed decisions that improve both the quality of our service for clients and the quality of the work environment for our Customer Support agents.
About You
Minimum 5 years’ experience in Customer Success/Account Management roles, utilizing both customer engagement and technical skills to deliver world-class service to our customers.
Passion for organizing teams, setting vision, developing people, and building highly functioning organizations. Demonstrated experience building and scaling teams
Collaborative leadership, communication, and organizational skills
Culturally sensitive, empathetic, with excellent interpersonal skills; proven ability to adapt communication style based on audience, and in developing genuine and authentic relationships with people from diverse backgrounds and experiences
Let us share why we think you’d love working with us.
We have a track record of success and a vision and a plan for a promising future. GeoComply has close to 100% market share for player location regulatory compliance in the US gaming space. And we have fuelled that momentum with the expansion into new markets – media & entertainment and fintech.
We are proud of our values and we live them in all of our actions, conversations, and work: There’s always a way; Together we can do more; Aim higher. Then higher; Act with integrity; For the greater good.
We are proud to be part of a global team that develops award-winning solutions for some of the world’s largest and most innovative companies.
We will support you on your learning journey. We invest in employee career growth and development. Our learning & development commitment includes leadership and technical development, a substantial budget for education and training, as well as dedicated work hours for self-study.
We care about our team. Our GeoComply team is talented, has a bias for action, and is known for their positive attitude and energy. Team members are generously rewarded with competitive salaries, incentives, and a comprehensive benefits package.
We care about giving back to the communities in which we live and work. GeoComply supports a broad range of community initiatives through donations and employee volunteer activities.
We know that work can be fun. We take the time to create employee events and experiences where everyone can connect and celebrate.
Now What? Send us your resume and a cover letter. We Can’t Wait To Meet You.
At GeoComply, we live our value of Act with Integrity. Our workplace is built on mutual respect and inclusion. We know that diversity of experience and thought has led to connection, innovation, and our company’s success. We welcome applicants of all backgrounds, experiences, beliefs, and identities.
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