Head of Customer Success and Support

Proxima Research, a leading provider of innovative technological solutions for the pharmaceutical industry and trusted Amazon partner, is seeking a Head of Customer Success and Support to elevate customer support within the Proxima Cloud CRM ecosystem.

The role focuses on systematically and effectively addressing customer needs while driving growth and success through strategic support center management.

• Automate customer support processes
• Implement an optimal platform for managing the support service
• Form and coordinate a team of help-desk and custom-response managers
• Set and monitor KPIs for the team

• Experience in setting up and administering Zendesk
• Experience in building a KPI system and managing support team performance
• Confident English skills at B2 level or higher
• Experience in implementing and configuring AI chatbots (desirable)
• Experience working in B2B product support (SaaS is an advantage)

• Direct reporting to the Head of Business Unit
• Established resources in customer support with opportunities for innovation
• Competitive salary and quarterly bonuses