Head of Customer Engagement

4 weeks ago

London, Greater London, United Kingdom BlueOptima Full time
Job Overview

As the Senior Director of Client Success, you will leverage your expertise in Management Consultancy, Director Analyst, or Account Director roles to engage with executive stakeholders across multiple accounts. Your primary goal will be to collaborate with designated account Customer Success Managers to ensure our clients derive maximum value from our services.

Your Team: Initially, you will operate as a key individual contributor, collaborating closely with the Customer Success teams based in various locations.

Key Responsibilities:

  • Executive Engagement: Oversee multiple significant accounts by:
    • Building and nurturing strategic relationships with executives, participating in Business Reviews, and serving as a point of escalation.
    • Providing leadership, direction, and mentorship to account CSMs to help them achieve their objectives and foster their professional development.
  • Account Management: Take direct responsibility for one strategic account, ensuring its success and growth.
  • Strategic Development: Lead initiatives to create strategies and enablement for managing key accounts, emphasizing stakeholder engagement and account management:
    • Fostering relationships with Customer Champions and Executive sponsors to enhance retention and drive growth.
    • Guiding clients through transitions to achieve their goals by leveraging consultative expertise to help them articulate business objectives, advise on actionable steps, track outcomes, and showcase success stories.
  • Cross-Functional Collaboration: Work alongside various teams to promote a customer-centric approach:
    • Implement enablement strategies to enhance the effectiveness and efficiency of customer success and account management capabilities.
    • Develop and execute customer success metrics and reporting systems that provide insights into the effectiveness of our customer engagement efforts.

Qualifications:

  • 7+ years of experience in customer success, account management, management consultancy, or senior director analyst roles.
  • Experience in financial or data insights technology, managing large strategic accounts, with a strong background in consultative selling and commercial negotiation.
  • A customer-first mindset with a proven track record of delivering outstanding customer experiences.
  • A passion for people management and coaching, with a focus on leading teams to achieve high performance.
  • In-depth knowledge of SaaS business models and customer success best practices, along with a commitment to staying informed about industry trends.
  • Exceptional communication and interpersonal skills.
  • Strong analytical and problem-solving abilities, with a knack for using data to identify trends and risks in account health, make informed decisions, and drive continuous improvement.
  • Capability to thrive in a fast-paced, dynamic environment while managing multiple projects and initiatives effectively.

Preferred Qualifications:

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

Why Join BlueOptima?

  • Be part of a global team that fosters creativity, innovation, and inclusivity.
  • Experience rapid career growth and the opportunity to make a significant impact on the company's success.
  • Enjoy the freedom to craft your own success story in a high-performance environment.
  • Participate in training programs and personalized development plans tailored for each employee.

Benefits:

  • 32 days of holidays (including 8 bank holidays).
  • Hybrid working model with a combination of remote and in-office days.
  • Flexible long-distance work options available.
  • Access to top-tier equipment (e.g., laptop, headset, desk gaming monitor).
  • Modern office amenities including complimentary drinks and snacks.
  • Cycle-to-work scheme.
  • 12 weeks of paid maternity and paternity leave.
  • Pet-friendly workplace.

Stay connected with us for future opportunities.

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