Customer Success Director

Are you experienced in developing and managing strategic customer accounts? Then you may be the Customer Success Director we are looking for to help the leading provider of life and pension software in Denmark strengthen customer satisfaction and loyalty – and grow our business.

About us

2 out of 3 life and pension policies in Denmark are calculated and managed in an Edlund solution. For 32 years we have serviced both commercial and labor market Life and Pension providers and are today the leading provider in our market. We offer the first modular standard software platform that unlocks synergies among Danish life & pension providers.

Headquartered at Frederiksberg, Edlund employ approximately 150 people – with the majority situated in Denmark and the rest in Warsaw, Polen. All of us are specialized within actuarial science, financial mathematics, computer science and business development combined with extensive knowledge about life & pension.

About the role

You will take ownership of Edlund’s relationship to key customers and their journey with Edlund. In this role you will act as customers’ primary liaison with Edlund. As such you are both Edlund’s face and voice in the customers’ organization, and the key source of input and ideas from the customers to Edlund. Many of your colleagues also work with the customers on various initiatives and projects. Your role is to make sure that in all interactions – digital or physical - we meet or exceed the customers’ expectations.

Furthermore, you leverage your network in the life and pension industry to understand non-Edlund customers’ projects and priorities to understand market dynamics and opportunities.  

Your responsibilities will include:

• Drive initiatives and processes to improvements in customer loyalty (NPS) and satisfaction (CSAT) scores across all decision makers and influencers in the customers’ organization.
• Develop customer success plans that outline the critical success factors, metrics for success, and potential issues.
• Management of ongoing and project-based service deliveries to the customers.
• Influence the customers’ future lifetime value of using Edlund’s offerings. Make sure they get the most out of what has already been purchased.
• Expand revenue through cross-sell, up-sell and identification of opportunities with non-Edlund customers.
• Optimize, track, and analyze performance.
• Pro-actively secure contract renewal dialogues with decision makers and influencers within the customers’ organizations.
• Director and C-level stakeholder management across the entire customer organizations.

About you

We envision that you have most, or all the competencies listed below. Should you possess other experiences, talents, and/or skills that you believe are relevant, we are of course interested in hearing from you as well.

• Extensive experience from working with leading customers within the life & pension, Insurance or Wealth Management segments of the Financial Industry.
• Profound understanding of how IT, Software and Process optimization can accelerate the customer’s value creation.
• Proven ability to collaborate and build strong relationships with senior level executives across commercial and corporate functions.
• Great facilitator and driver of workshops, brainstorming sessions, post-implementation analysis and customer meetings.
• Ability to create new business opportunities through in-depth conversations and relationship building – both with existing and potential new customers.
• Project management and service delivery management.
• Inspirational attitude and a team-player.
• You are fluent in both Danish and English – both written and oral.
   

About the offer

We offer a challenging and exciting key role in Edlund. You will be involved in many critical processes and decisions at both the customer and Edlund. You will be a key contributor to the development and implementation of initiatives to secure stellar customer journeys and high customer satisfaction and loyalty. Edlund is part of KMD and across the two organizations there are many opportunities for personal and career development.

Do you want to know more?

If you have any questions, please reach out to Chief Commercial Officer Bo Riemer at +45 41 81 07 10 or [email protected]

The application deadline is December 15th. We plan on hosting the first round of interviews during the week starting January 6th. We are very much looking forward to receiving and reading your application, cover letter, CV and any other relevant documentation.