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Head of Customer - EMEA
HawkAnti-Money Laundering company
London, United KingdomDirector
Sands Capital
DN Capital
One Peak
Macquarie Capital
Rabobank
BlackFin Capital Partners
Operations & Strategy
About the role
TL;DR
Lead customer success and operations for EMEA, driving commercial outcomes and contributing to global strategy.
- •Hawk is seeking a Head of Customer for EMEA to own customer relationships, outcomes, and the operating model for the region.
- •This role involves leading a cross-functional team and contributing to Hawk's global customer success strategy.
- •Key Responsibilities Own the regional commercial outcome, driving GRR and NRR.
- •Contribute to and roll out Hawk's customer operating model and delivery methodology.
- •Lead and grow a cross-functional regional team of Customer Value Partners, Data Scientists, and Implementation Consultants.
- •Act as the last line of defense on customer escalations.
- •Partner with Sales to ensure successful pre-sale scoping and delivery.
- •Requirements 10+ years of experience leading professional services or delivery organizations in B2B enterprise software.
- •Proven track record of contributing to and rolling out services operating models.
- •Experience owning and hitting commercial numbers (GRR, NRR, revenue).
- •Comfortable managing teams through escalations and operating at the C-suite level.
- •Strong grasp of SaaS and enterprise software delivery models; experience in AML or regulated financial services is a plus.
Required skills
Customer SuccessImplementation ManagementB2B SalesRevenue OperationsProject ManagementCustomer OnboardingRisk ManagementCompliance Management
Domain expertise
fintechcybersecurity
Tech stack
Customer SuccessImplementation Management