Client Success Lead

3 weeks ago

Plymouth, Plymouth, United Kingdom Wildcat Careers Ltd Full time

Client Success Lead - Managed Service Provider

Salary: £30,000 depending on experience

Location: Remote / Hybrid

Outstanding Benefits:

  • 25 days of annual leave
  • Fully funded training and industry-recognized certifications
  • Opportunities for career advancement
  • Comprehensive health, dental, and optical plans
  • Life insurance coverage
  • 1 day per year fully paid to volunteer for a charity or local cause of your choice
  • Regular team-building events

Role Overview

In the role of Client Success Lead, you will oversee a dedicated team of Client Success Executives while engaging closely with our Enterprise Accounts. Your ability to establish strong relationships and your passion for service will be essential in connecting with client stakeholders. You will mentor, support, and guide your team, working collaboratively with upper management.

A motivated, solution-focused individual, you excel in dynamic environments and consistently meet ambitious targets. Your enthusiasm for technology and dedication to outstanding service will reflect the ethos of a trusted IT provider in the region. While this is not a technical position, you will be expected to gain a solid understanding of the company's offerings.

Key Responsibilities

As the Client Success Lead:

  • Serve as the line manager for the Client Success Team members.
  • Conduct regular one-on-one performance reviews in accordance with company policy.
  • Represent the Client Success Team within the Management Team, updating Senior Management and communicating company initiatives, decisions, plans, and objectives to the Client Success Team.
  • Ensure adherence to company policies and procedures by the Client Success Team.
  • Actively support and participate in the recruitment and onboarding of new team members.
  • Prepare progress reports for clients and Senior Management.
  • Assist less experienced colleagues with training and guidance, identifying and addressing training needs.
  • Act as a point of escalation for client concerns, addressing issues calmly and courteously.
  • Ensure follow-up actions from client concerns, performance reviews, and internal meetings are executed, providing timely updates to Senior Management as necessary.

As a member of the Client Success Team:

  • Identify and leverage upsell and cross-sell opportunities.
  • Develop and maintain a strong technical understanding of the company's products and services.
  • Collaborate closely with the Sales Team and liaise with the Technical Team on behalf of clients.
  • Ensure timely renewal of all contracts.
  • Ensure clients receive services that align with their needs and budget.
  • Engage with clients to build strong relationships and foster a positive attitude.

As part of the organization:

  • Deliver exceptional service to clients and maintain positive relationships with colleagues.
  • Participate in training and assist in training new or existing staff members as required.
  • Perform additional duties as needed within the general scope of the role.
  • Adhere to all company policies and procedures.

Key Requirements

  • Proven track record in a similar role, such as Client Success Executive or Client Relationship Executive.
  • Demonstrated leadership experience.
  • Valid driving license and willingness to travel as necessary.
  • Experience in the technology sector is advantageous.

Key Behaviors

  • Exceptional Communication and Listening Skills: Ability to convey information clearly and understand clients' needs effectively.
  • Excellent Interpersonal Skills: Strong ability to build and maintain relationships.
  • High Energy Level: Enthusiastic and dynamic approach to work.
  • Organized and Proactive Approach: Efficient and forward-thinking in managing tasks and responsibilities.
  • Leadership Skills: Capable of guiding, inspiring, and managing a team effectively.
  • Influencing Skills: Ability to persuade and motivate clients and colleagues.
  • Curious and Inquisitive: Eager to learn and explore new ideas.
  • Hunger to Learn and Develop: Keen interest in continuous personal and professional development.
  • Friendly and Approachable: Warm and welcoming demeanor.
  • Team Player: Collaborative and supportive within a team environment.
  • Proactive Nature: Self-motivated and takes initiative.
  • Excellent Problem-Solving Skills: Ability to identify issues and implement effective solutions.

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