Global Head of Consultancy, Customer Success

  • Atlanta, GA, USA
  • Employees can work remotely
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

We are seeking a Global Head of Customer Success Consultancy to manage the delivery of strategic and operational consulting engagements within the Customer Success team. 

 

This individual must be comfortable engaging in discussions with the senior leadership, while at the same time, leading collaborative working sessions as a tactical, hands-on consultant within project teams. This individual must have successfully demonstrated the ability to drive quantifiable results in business performance transformation (process improvement and financial outcomes) individually and through team performance. Additionally, strong analytical skills and communication skills, as well as relationship building are critical to success.

 

This person will lead the Global Customer Experience Consultancy team, reporting directly into the Global Head of Customer Success. They may have up to 1-2 direct reports who will assist them in achieving all team objectives and goals. 

 

You will: 

  • Support the senior leadership team in achieving all goals and objectives by readily identifying areas of opportunity and method to further increase value or reduce waste 

  •  Enable change leading to operational transformation and customer experience improvements

  • Apply practical experience with the full lifecycle design and implementation of contact center client projects

Qualifications

You have: 

 

  •  5+ years experience as a consultant from a large, global consultancy firm such as McKinsey, Boston Consulting Group, Bain & Company, or Deloitte  
  •  3+ years of experience within Customer Service, Contact Center Operations or Sales Center management 
  • Six Sigma Black Belt or equivalent certification 
  • Significant experience and knowledge of key functions within Customer Service and/or Sales Centers to include operations, shared services (WFM, Quality, Training, Coaching, etc.), technology and talent management within Contact Centers.
  •  Ability to craft and communicate a complex value proposition, which directly impacts the the teams business or the customer experience
  •  Proven ability to lead consulting engagements through prior management and/or consulting experience, which will require tactical, hands-on management of project teams

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources