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Head of Client Success

visualsoft · 30+ days ago
Stockton-on-Tees, United Kingdom
Negotiable
Full-time
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Are you a dynamic and results-driven professional with a passion for client satisfaction? We are seeking a talented and experienced individual to join our team as the Head of Client Success. In this pivotal role, you will lead our client success initiatives, ensuring the highest level of satisfaction and retention.

This role can be based on a hybrid basis but will require regular commuting to our Stockton office.

If you thrive in a fast-paced environment, possess exceptional leadership skills, and have a proven track record of delivering exceptional client outcomes, we invite you to apply for this exciting opportunity to shape the success of our clients and contribute to the growth of Visualsoft!

Key duties & responsibilities

Team Leadership

  • Lead, mentor, motivate and inspire a team of 20+ Client Services Directors, Growth Directors and Managers.
  • Lead and inspire the client success team to achieve ambitious sales targets 
  • Responsible for holding all delivery teams accountable for providing a quality experience to our clients. 
  • Lead the client services team to ensure they are fostering strong relationships with their clients. 
  • Build a culture of accountability, collaboration, and continuous improvement within the client success team.
  • Help plan and navigate the team workload
  • Attract, develop and retain talented individuals.

Commercial Focus

  • Overall responsibility for achieving and exceeding key commercial business targets and KPIs
  • Ability to understand and interpret market dynamics, financial metrics, and customer needs to drive revenue growth and business success.
  • Oversee the development and implementation of innovative sales and retention tactics to maintain a competitive edge.
  • Analyse sales and retention data to identify trends and opportunities for optimisation, driving continuous improvement.
  • Champion cross-functional collaboration with sales, marketing, and product teams to align efforts and enhance the client experience.

Client Satisfaction, Engagement and Retention

  • Overseeing client satisfaction for over 800+ clients 
  • Lead on the quarterly NPS, gathering feedback and data to compile insight reports.
  • Using the NPS data, work with the client success team to build a strategy for improvements to client relationships which in turn will improve our client retention rates.
  • Develop and implement strategies to drive client satisfaction, retention, and loyalty.
  • Proactively identify opportunities to enhance client experiences and address any issues or concerns on time.

Key Relationships

  • Build strong relationships with key clients and act as the primary point of contact for escalations and strategic discussions.
  • Build close collaborative relationships cross-functional for example: 
    • Work with the new business teams to help onboard clients seamlessly. 
    • Work with product and marketing teams to improve product adoption across the client base. 
  • Build strong relationships with the business leaders within Visualsoft. Working across the marketing, sales, product and support departments. 
  • Utilise the support provided by the People team, including both managerial support and the Learning and Development (L&D) function, to assist you in your endeavours.

Client Success Strategy

  • Work with the senior leaders of the business, to contribute to the development and refinement of the overall client success strategy.
  • Provide to the leadership team strategic insights and recommendations aimed at enhancing client satisfaction and maximising upsell opportunities.
  • Develop and execute client success plans tailored to the unique needs and goals of each client segment.
  • Using client feedback, usage data, and industry trends to inform strategic decision-making and drive continuous improvement.

Performance Enablement and reporting

  • Define the department goals, KPIs and other metrics to measure the effectiveness of team performance.
  • Ensure departmental goals align to the overarching  business aims and objectives 
  • Using the performance enablement process, regularly conduct 1:1’s and formal reviews to evaluate the performance of team members. 
  • Develop and agree on individual objectives. 
  • Conduct a review of the talent density within your team.
  • Review the skills and competency matrix and report on  skills gaps
  • Ensure that the team is trained to a high standard. 
  • Regularly review performance data and provide actionable insights to optimise processes and drive results.
  • Prepare and present client success reports on metrics, trends, and insights to senior management.

Product Knowledge

  • Ensure that the team has a strong knowledge of the products and solutions we provide so that the team can advise clients ensuring they derive maximum value from our products and services. Working with other department heads to keep the client success team ahead at the forefront of the digital and e-commerce landscape
  • Use client feedback and insights to communicate valuable information to the product teams, influencing roadmap decisions and prioritising feature enhancements

Requirements

  • Bachelor's degree in Customer Service, business administration, marketing, or another related field; 
  • Proven experience in client success, account management, or customer-facing roles, with proven experience in a leadership capacity.
  • Proven success in building and leading high-performing client success teams in a fast-paced, dynamic environment.
  • Strong strategic thinking, problem-solving, and decision-making skills with a focus on driving results and delivering exceptional client experiences.
  • Proficient in  conflict resolution
  • Excellent communication, presentation, and interpersonal skills, with the ability to influence and build relationships at all levels of the business.
  • Deep understanding of industry trends, best practices, and emerging technologies.
  • Proficiency in CRM software, customer success platforms, and data analytics tools.
  • Passion for customer advocacy and a commitment to championing the voice of the client within the business.
  • High level of professionalism, integrity, and confidentiality.
  • Flexibility and adaptability to meet changing business needs and priorities.
  • Upholds ethical standards
  • The ability to think strategically and align initiatives with the organisation's goals and objectives. This involves understanding the business landscape, anticipating future needs, and developing strategies that contribute to long-term success.
  • Strong leadership skills to inspire, motivate, and guide the team. 
  • The ability to influence stakeholders and build strong relationships across the business, including senior leaders.
  • Use of Hubspot is desirable 

Benefits

  • Competitive basic salary with great progression options
  • Opportunity to take part in our Management Development Programme
  • Unlimited paid holidays - yes that's not a typo!
  • Fully flexible working to give you a great work-life balance
  • Great dog-friendly working environments in central Newcastle, Manchester and Stockton on Tees
  • Your choice of top-spec tech - Mac or PC
  • Health Assured Assistance Programme
  • Free eye tests and flu jabs
  • VS Perks, have a monthly treat on us; from Amazon vouchers, Playstation credits, Birchbox to Just Eat there's something for everyone!
  • Free breakfast, fruit, hot and cold drinks and protein shakes
  • Friday afternoon drinks to wind down for the weekend
  • Pension scheme to help you save for the future
  • Cycle to work scheme
  • Discounts across our brands
  • Regular team social events
  • Training & development

So if you think you’ve got what it takes to join one of the UK’s leading eCommerce providers, we’d love to hear from you.

A little formality… by applying you implicitly consent to us processing your personal data for review for this vacancy only.

Talent Hunter Referral Bounty - £2000

Help us find the right talent to join our team, and get a handsome reward in return. It couldn’t be easier - if you know someone that could be an ideal candidate, either refer them directly to us or simply ask them to include your details as the referer when they apply. If they land the job with us as a direct result of your referral, you get the bounty!

___

Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspective.

We believe passionately that a diverse workforce is central to our success so we welcome applications from all sections of the community.

Last updated on Mar 12, 2024

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