Head of Client Success, Emea

2 weeks ago

London, United Kingdom Skai Full time

**Head of Client Success, EMEA**

**Ready to take your career to the next level?**

Skai (formerly Kenshoo) is looking for the best and the brightest to join our growing team. We're proud of our industry-leading digital marketing software but we're even prouder of the people behind it. That's where you come in

The Head of Client Success, EMEA is responsible for leading and managing the team responsible for building and nurturing solid relationships with clients, ensuring their satisfaction, success, and long-term partnership with the company. This involves strategically aligning clients' objectives with the company's solutions, providing proactive support, helping to analyze data to optimize performance, identifying growth opportunities, and serving as a bridge between clients and internal teams to deliver exceptional value and drive mutual growth.

**Duties and Responsibilities**:

- Operate as the lead point of contact for any and all matters specific to the customers of the region
- Build and maintain strong, long-lasting customer relationships
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
- Define and track key performance indicators (KPIs) that measure client satisfaction and the effectiveness of our Solutions
- Identify and grow opportunities within the customer base and collaborate with sales teams to ensure growth attainment
- Be the main point of contact between our Product, Marketing, and Sales teams to share regional needs and strategize solutions
- Assist with high-severity requests or issue escalations as needed
- Motivate and lead a team of Client Success Directors to ensure strategic alignment with clients’ goals
- Mentor and coach the Client Success Directors, helping them be successful in their roles and careers
- Partner closely with product development, sales, technical account management, and sales engineers to drive platform innovation and capture market opportunity
- Ensure client expectations are exceeded

**Skai Requirements**:

- Passion and dedication
- Desire to be the best
- Ability to work both independently and as part of a team
- Strong interpersonal communication skills - written and verbal
- Proven track-record of problem-solving and being results oriented
- Core values alignment
- Experience collaborating with global teams in local and virtual environments
- Ability to align with clients on cross-channel strategy

**Position Requirements**:

- B.A. or B.S.; MBA preferred
- Proven account management or other relevant experience
- People management experience with proven results in team growth and hiring
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
- Experience in delivering client-focused solutions based on customer needs
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Excellent listening, negotiation, and presentation skills
- Hands-on digital campaign implementation and management experience
- Skai or other marketing platform experience preferred
- Ability to travel 10%-20% of the time
- Ability to perform strategic client reviews to identify client needs or workflow gaps
- Proficient in extracting client feedback and transforming it into product enhancements.
- 7+ years experience in client services and/or technical project management
- Proven experience managing clients investing and working with the main media channels and partners: Google, Microsoft, Facebook Meta, Amazon, Walmart, Target, Criteo, Citrus Ads, etc.

Region:
EMEA

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