Head of Global Client Success

2 weeks ago

London, United Kingdom FE fundinfo Full time

Are you ready to lead a high-performing team dedicated to delivering exceptional client service and driving success in a dynamic, innovative environment?

As the Head of Global Client Success at FE fundinfo, you will have the opportunity to shape and execute a comprehensive client success strategy, ensuring client satisfaction, loyalty, and advocacy. This role offers the chance to work on exciting projects, lead a talented team, and make a significant impact on our clients’ experiences and our company’s growth.

Your key responsibilities as a Head of Global Client Success will include:

Leadership:

  1. Develop and execute a comprehensive client success strategy that ensures client satisfaction, loyalty, and advocacy driving increased cNPS and gross retention rates.
  2. Inspire and create a client service culture, with the team focused on the importance of client success at all levels.
  3. Able to lead and drive implementation and adoption of systems and processes to optimise client outcomes and service efficiency.
  4. Influential at executive levels, able to challenge and put forward strategies, business plans.
  5. Commercially aware with the ability to articulate value and develop a commercialism strategy for across tiered service levels.

Strategic and Operational Excellence:

  1. Segment clients based on size, business line, or usage patterns to tailor success strategies to specific needs.
  2. Optimise resource allocation to ensure efficient and effective delivery of services, balancing client needs with operational capabilities.
  3. Implement and refine client success metrics and KPIs, using data to drive decisions and improve processes.
  4. Integrate resource planning and development alongside peers leading sales and account management to optimise coverage and the client experience.
  5. Define and foster best practice skills, processes, and technologies to maximise the client experience.

Success Excellence:

  1. Lead, create, and implement a client service excellence culture, in terms of client and market knowledge, energy, and professionalism.
  2. Lead, mentor, and develop a high-performing client success team.
  3. Seek to understand and develop a tiered approach to client engagement which delivers value and increases retention.
  4. Utilise client feedback and data-driven insights to understand client needs and ensure appropriate strategies are put in place.
  5. Collaborate with product, market specialist, and marketing teams to ensure in-depth product knowledge across the sales team.

Client Relationship Management:

  1. Ability to build and nurture high-level client and industry relationships.
  2. Maintain and build strong executive relationships with key clients and stakeholders, cultivating robust relationships with key accounts, focusing on enterprise-level clients.
  3. Support and partner with CRO and client experience to develop and implement client retention strategies and client success.

Collaboration:

  1. Provide critical feedback loop into product management on client usage, potential enhancements.
  2. Partner with marketing to increase client engagement in supporting company promotion (e.g., webinars, client events, user groups) and in developing case studies and reference ability.
  3. Partner with sales and market specialists (pre-sales) team to understand, promote, and identify potential cross-sell opportunities. Work closely with marketing, product development, and client service teams to ensure alignment and support for sales initiatives.
  4. Collaborate with product and marketing to provide feedback and support competitor intelligence and develop win strategies.

You will need the following experience and skills to join us as a Head of Global Client Success:

  1. You will have extensive experience in a senior client success role, proven ability to develop and implement best practices in systems and processes.
  2. You must have experience of helping an organisation scale significantly, helping shape and evolve.
  3. You will have proven ability to develop strategies to manage a broad range of client types and solutions.
  4. You will have exceptional leadership and people management skills, developing management teams and future leaders.
  5. You need to understand and leverage CRM systems and client success platforms such as Gainsight, Totango, or ChurnZero Experience to manage and scale client success operations.

Preferred Skills and Experience:

  1. Experience in SaaS, managed service provision, and delivery of technology solutions to enterprise and SME clients.
  2. Exposure or direct experience in Fintech, financial services, or complex industries clients and systems.

Personal Competencies:

  1. Outstanding communication and interpersonal skills.
  2. Inspirational leadership that motivates teams to perform at their best.
  3. Adept at complex problem-solving and decision-making.
  4. Growth mindset, with an emphasis on personal and professional development.
  5. Ability to work under pressure, manage priorities, and drive multiple initiatives simultaneously.

FE fundinfo is a leading investment management technology and data company connecting asset managers to distributors in the UK, Europe, and Asia Pacific. We are proud of our vast, diverse, and highly skilled team, who help to make our industry Better Connected and Better Informed.

At FE fundinfo, we foster a collaborative and inclusive work environment. We offer flexible hours, hybrid work options, and numerous opportunities for professional growth and development. Our team enjoys regular team events and a culture that values continuous learning and innovation.

We offer a comprehensive benefits package, including:

  1. 25 days of annual leave with the option to buy an extra 5 days each year.
  2. Benefit from enhanced paternity, maternity, and shared parental leave.
  3. Secure your future with our pension scheme.
  4. Advance your career with sponsored learning and development, including formal qualifications.
  5. Comprehensive health coverage to keep you and your family protected.
  6. Stay fit with discounted gym memberships.
  7. Take advantage of the Bike to Work scheme for eco-friendly commuting.
  8. Keep your eyes sharp with eye care and flu jab services.

Apply now and we’ll aim to get back to you with feedback within 5 working days.

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