Head of Customer - EMEA @Hawk

Overview

The Head of Customer for EMEA at Hawk is responsible for managing outcomes, operational delivery, and leading a regional team that includes Customer Value Partners, Data Scientists, and Implementation Consultants. This role is crucial in contributing to a globally scalable operating model while driving commercial success in the region.

Key Responsibilities

• Own the regional commercial outcome, drive GRR and NRR across managed accounts, and report on it rigorously.
• Contribute to the customer operating model and delivery methodology, ensuring global standards are effectively implemented in the region.
• Lead and develop a cross-functional regional team, including hiring, onboarding, and performance management.
• Handle escalations personally and directly manage high-risk accounts.
• Collaborate with Sales to ensure realistic engagement scopes and successful pre-sale conversations.
• Conduct regular business reviews with Sales and leadership, covering forecasting and account health.
• Align with peer Heads of Customer to integrate regional learnings and adjust to local market requirements.
• Oversee people development and career planning across the region to maintain delivery excellence.
• Represent the region in leadership discussions, providing insights on health, risks, and opportunities.

Requirements

• 10+ years of experience in leading professional services or delivery organizations within B2B enterprise software.
• Proven experience in contributing to global services operating models and delivery methodologies.
• Track record of owning commercial metrics such as GRR, NRR, and hitting performance targets.
• Experience managing team escalations effectively.
• Familiarity with SaaS and services financial metrics.
• Strong hiring instincts with experience in team building.
• Comfortable engaging with C-suite and stakeholders.
• Understanding of SaaS and enterprise software delivery, particularly in AML or fraud prevention is advantageous.

Benefits

Details regarding benefits are not provided in the source.

Location

This role is remote for candidates based in the EMEA region.

How to Apply

Interested candidates should apply through the application link provided.

Deadline

No specific deadline is mentioned.