Director of Customer Success

Tern Systems is an established and trusted provider of Air Traffic Control solutions. Tern is headquartered in Reykjavik and has a satellite office in Budapest. The company has now grown to over 65 employees and serves customers across Europe, Asia and Africa.

We are emerging as a product-led organisation. Our product suites are attracting new customers and expanding our international presence. As a result of recent growth, we, are establishing a new division with a specific focus on the customer journey.

We are looking for a highly motivated and experienced leader to establish and lead the new Customer Success division.

Customer Success will be responsible for the customer experience and will work as an intermediary between product development and our customers. The new division will support sales activities, ensure a positive experience in the adoption of our products, and support the customer in their relationship with Tern Systems. 

As a member of our management team, you will take an active role in developing the company’s strategy and direction, as well as harmonising the Customer Success division’s strategy with that of the company’s broader vision.

Responsibilities:

• Leading, expanding, and mentoring the Customer Success teams
• Setting strategy and prioritising objectives and key results
• Working closely with the other directors to ensure the customer success
• Proactively look out for customers’ business, suggesting new and innovative ways to keep them succeeding with our products
• Driving customer lifetime value by defining the customer journey
• Participating in contract and sales negotiations 
• Carrying out daily management of the division 
• Keeping up to date with industry trends and changes that affect division and company objectives

Requirements and qualifications:

• University degree in a related field
• 8+ years of relevant experience
• Excellent communication and presentation skills, including in English
• Strong organisational and leadership skills
• Proactive leadership ability and experience delegating to others
• Experience working in an international environment or with international clients
• Proven history of strategic decision-making in professional roles. 

What we offer:

• An international and multicultural environment
• A culture that fosters personal and professional growth
• Regular social events and activities
• A family-friendly work environment
• Flexible work hours and home office support
• Home internet and mobile package
• On-site canteen that offers lunch, snacks and drinks
• Annual sports grant
• Optional transportation grant

Additional Information:

All applications must be submitted in English.

To find out more about us, including information about our recruitment process, please visit https://www.tern.systems/

If you have any issues with your application please contact us at jobs@tern.is