Head of Client Success

4 weeks ago

London, Greater London, United Kingdom blueoptima Full time

Key Responsibilities

  • Engage with pivotal accounts at an executive level, fostering strategic relationships, participating in client Business Reviews, and serving as an escalation point.
  • Oversee Customer Success management for a primary strategic account.
  • Lead the development of strategies and enablement initiatives for managing key accounts, emphasizing stakeholder and account management.
  • Cultivate and challenge Customer Champions and Executive sponsors to enhance retention and growth.
  • Guide clients through transitions to achieve success, utilizing consultative expertise to help them articulate business objectives, advise on actions, track outcomes, and showcase success stories.
  • Collaborate closely with various teams to promote a customer-centric approach in all interactions.
  • Implement enablement strategies to continuously enhance the effectiveness and efficiency of customer success stakeholder and account management capabilities.
  • Develop and execute customer success metrics and reporting that provide insights into the effectiveness of our customer engagement efforts.

Required Qualifications

  • A minimum of 7 years of experience in customer success, account management, management consulting, senior director analysis, or related fields.
  • Proven experience in financial or data insights technology, managing large strategic accounts, with expertise in consultative selling and commercial negotiation.
  • A customer-first mindset with a strong history of delivering exceptional customer experiences.
  • Passion for people management and coaching, with a focus on leading individuals and teams to achieve consistent high performance.
  • In-depth understanding of SaaS business models and customer success best practices, with a commitment to staying current with industry trends.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving abilities, with a capacity to leverage data to identify trends and risks in account health, make informed decisions, and drive continuous improvement.
  • Ability to thrive in a fast-paced, dynamic environment while managing multiple projects and initiatives simultaneously.

Preferred Qualifications

  • Experience in software development or related technical fields.
  • Proven track record in planning and executing cross-selling and expansion strategies.

Additional Information

Why Join Our Team?

  • Be part of a global team with a creative, innovative, and inclusive culture.
  • Opportunities for rapid career advancement and the chance to be a significant contributor to the company's success.
  • Freedom to craft your own success story in a high-performance environment.
  • Access to training programs and Personal Development Plans tailored for each employee.

Benefits

  • 32 days of holiday (including 8 bank holidays).
  • Hybrid working model - 2 days remote and 3 days in the office each week.
  • Flexible long-distance work options - 4 weeks per year.
  • High-quality equipment provided (e.g., laptop, headset, desk gaming monitor).
  • A supportive office environment with complimentary drinks and snacks.
  • Cycle-to-work scheme available.
  • 12 weeks of paid maternity and paternity leave.
  • A pet-friendly workplace.

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