Client Success Lead

4 weeks ago

Plymouth, Plymouth, United Kingdom Perfect Path Recruitment Full time £30,000 - £40,000

Client Success Lead Job Title:
Client Success Lead
Hybrid Role

Sector:
IT Managed Services

Leadership Responsibilities:
Oversee a dedicated team of Client Success Representatives

We are collaborating with a reputable IT Managed Services firm seeking a seasoned Client Success Lead to guide the Client Success division and enhance an already effective team.

Regular commuting to the office is necessary, as that is where the team operates, although a hybrid work arrangement is available, along with travel to enterprise clients in the region, necessitating a valid driving license.

As the Client Success Lead, you will manage a small group of Client Success Representatives, bringing enthusiasm and a natural ability to build rapport with client stakeholders. You will also embody that same energy and passion as a leader, providing direction, support, and coaching while representing the Client Success Team within the broader Management Team.

The Client Success Lead will closely collaborate with several of the company's Enterprise Accounts.

While the role is not technical, the Client Success Lead is expected to cultivate and maintain a robust understanding of the products and services offered.

The position involves a combination of office and fieldwork, requiring attendance at company meetings, client engagements, and networking events as necessary.
Act as the direct supervisor for the Client Success team members.
# Represent the Client Success Team within the Management Team, providing updates to Senior Management and communicating company initiatives, decisions, plans, and targets to the Client Success Team.
# Ensure adherence to company protocols by the Client Success Team members.
# Support and actively engage in the recruitment and onboarding of new staff for the Client Success Team.
# Generate progress reports for clients and Senior Management.
# Assist less experienced colleagues with training and guidance, identifying and addressing training needs.
# Serve as an escalation point for client concerns, addressing issues in a calm, non-confrontational, and courteous manner.
# Take responsibility for ensuring follow-up actions in response to client concerns, employee evaluations, and internal meetings are executed, providing timely updates to Senior Management when appropriate.

As a member of the

Client Success Team:
# Develop and maintain a solid understanding of the company's products and services.
# Ensure all clients receive services that align with their budget and expectations.
# Deliver exceptional service to clients and foster positive relationships.
# Participate in training and assist in training new or existing team members.
# You are expected to exhibit an authentic, approachable, and effective leadership style, applying this approach to customer relationships to provide an outstanding experience that exceeds expectations. Your goal should be to cultivate long-lasting relationships with clients and positively impact their business while contributing to our business through strong leadership of the Client Success Team and involvement in the Management Team.
A minimum of five years' experience in a similar capacity or in a Client Success/Client Relationship role with proven leadership experience is required.
A valid driving license and willingness to travel are essential.
Basic IT proficiency (including all Microsoft applications).
25 days of annual leave, in addition to public holidays, increasing by one day per year after five years of service.
~ Workplace pension and life insurance benefits.
~ Enrollment in the company's healthcare scheme.
~ One fully paid day per year to volunteer and contribute to a charity or local cause of your choice.
~ Regular social gatherings.

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