Head of Customer Success

6 months ago

London, United Kingdom Sessions Full time

HEAD OF PARTNER SUCCESS (CUSTOMER/CLIENT) - PLATFORM TEAM
Up to £60,000 + Bonus + Share Options
London Based (Victoria Station) with Remote working available 2 days per week.

"The most exciting food start up in the UK"

Sessions - The Record Label for Food.

Sessions has now become a market leader with our licensing model, the company now works with over 200 ‘host partners’ - these are F&B businesses who are using Sessions.

The Head of Partner Success is based within our ‘Platform Team’ which would be known by some businesses as the customer success team. The Platform team sit at the centre of the business, responsible for building and managing our ‘core platform’ at the intersection of the brands and the host partners.

Underpinning all roles in the Platform team is the successful execution of onboarding and launching Hosts into the estate. The Platform team will be trained on all operational and transactional tasks. The Platform team is also responsible for Host viability; ensuring Hosts are open, operational, performing well and do not ‘churn’.

The Head of Partner Success will provide line management to an initially small but growing team of Account Managers. They will work alongside the team to ensure that our hosts are given the best possible customer support when joining Sessions and throughout their tenure with us.

The Head of Partner Success will work closely with the Platform Director to ensure the team is living to the Sessions’ values of ‘data lead’ and ultimately ensuring the team do everything they can to ensure strong metrics from our partners.

‍️ We are Agile - We are customer-obsessed and adapt as needed to meet their needs
We are Ambitious - We aim to not only discover but create on-trend brands and are excited by the work required to become a tastemaker brand
We are Fun - We keep playfulness at the centre of our culture so that we can deliver on the very serious business of keeping food fun
We are data-driven - We don't make assumptions based on what has always been done and instead focus on what the data tells us should be done

Our benefits list got too long and we had to move it to the bottom

What will you do?

**Client Relationship Management**: Set and monitor the standards for the team to build and maintain strong, long-lasting relationships with clients, understanding their needs and objectives.

**Account Growth**: Develop plans for clients to achieve revenue and growth targets, identifying opportunities to upsell and cross-sell additional services.

**Client Strategy**: Collaborate with clients to develop and implement strategic plans that align with their business goals and our solutions. Formulate and implement strategies for tiers of all hosts and monitor performance against these.

**Customer Retention**: Implement retention strategies to ensure clients remain satisfied in order to minimise “churn”.

**Operations**: Ensure account management strategy and processes are tailored to achieve the team's operational benchmarks and hold clients to account for these.

**Quality over Quantity**: Where clients are not achieving the required quality metrics that Sessions set, form development plans and ultimately ‘churn’ the host if they are unable to improve with assistance.

**Forecasting and Reporting**: Provide regular reports and updates on account performance and revenue forecasts to senior management.

**Processes**: Drive improvements and efficiencies across processes owned by the Platform team.

**Market Analysis**: Stay informed about industry trends, competitor activity, and market changes to identify opportunities and threats.

**Allocation of Resource**: Work alongside the Platform Director to split workload amongst the team and also allocate ‘Culinary Trainers’ to each new host/new brand launch/retrain.

**Team Collaboration**: Work closely with internal teams, including sales, marketing, and product to ensure client needs are met and exceeded.

**Upselling**: Own the deliverables related to upselling to clients which may take the form of additional brands/switching brands or the take-up of various other services such as marketing campaigns and equipment when needed.

**Requirements**:
Bachelor's degree in Business, Marketing, or a related field preferred.
Proven experience in account management, preferably within a similar sector.
Excellent client-facing and communication skills, both written and verbal.
Strong negotiation and problem-solving abilities.
Demonstrated ability to manage and grow client accounts.
Proficiency in software and other relevant tools.
Experience working with data systems such as looker or equivalent.
Results-oriented with a track record of meeting or exceeding targets.
Strong organisational and time-management skills.
Highly organised with strong project management abilities.
Resilient and loyal
Expert level of English language
Right to work in the UK

BENEFITS - What Sessions can offer you

**Financial

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