Head of Client Success

3 weeks ago

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

As the Head of Client Success at BlueOptima, you will directly report to the COO and collaborate with essential stakeholders to formulate and implement a client success strategy that prioritizes our clients and ensures they achieve their intended results with our offerings. Your role will involve leading and expanding the client success team while partnering with our sales, marketing, and product divisions to uncover opportunities that enhance client satisfaction and retention, as well as to identify new revenue avenues aligned with our clients' requirements.

Your Team:
Your primary focus will be to design and execute a client success strategy within the region, managing a team of 4 existing Client Success Managers, with plans for future growth. You will work alongside the Client Success Team based in the US.

Key Responsibilities:

  • Formulate and implement a client success strategy that centers on our clients' needs and objectives, driving revenue and market share through upselling, cross-selling, and client growth.
  • Establish accountability - foster a culture of mutual accountability between the Client Success team and clients. Champion our clients' needs and mobilize resources to support them as necessary.
  • Lead a high-performing client success team of 4 dedicated to delivering outstanding client experiences.
  • Enhance product adoption, client loyalty, and retention, while actively contributing to strategies aimed at reducing churn.
  • Develop and execute processes to assess and enhance client satisfaction and retention, utilizing client feedback to drive ongoing improvements across the organization.
  • Collaborate closely with sales, marketing, and product teams to identify opportunities for upselling, cross-selling, and new revenue streams that align with our clients' goals to maximize ROI.
  • Establish and implement client success metrics and reporting that provide insights into the health of our client base and help identify opportunities for enhancing the client experience.
  • Work with other teams to ensure smooth client onboarding and ongoing support, driving client success throughout the entire client journey.
  • Continuous operational enhancement: Implement processes and initiatives to perpetually improve the effectiveness and efficiency of the client success function, such as introducing new methodologies, streamlining workflows, or optimizing resource allocation.

Qualifications:

  • 7+ years of experience in client success, account management, or related fields, with a proven track record of delivering exceptional client experiences.
  • In-depth understanding of SaaS business models and client success best practices, with a commitment to staying informed about the latest industry trends.
  • Experience working with enterprise-level clients, demonstrating the ability to build and maintain strong relationships with key stakeholders.
  • Excellent communication and interpersonal skills, with a client-first mindset and a passion for fostering strong client relationships at the executive level of Fortune 500 companies.
  • Strong analytical and problem-solving capabilities, with the ability 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, effectively prioritizing and managing multiple projects and initiatives simultaneously.

Preferred Qualifications:

  • Experience in software development or related technical fields to establish credibility as a trusted advisor to senior management.
  • Proven success in planning and executing cross-selling and expansion strategies.

Why Join Our Team?
Culture and Growth:

  • Global team with a creative, innovative, and inclusive mindset.
  • Rapid career advancement opportunities and the chance to be a significant contributor to the company's success.
  • Autonomy to craft your own success narrative in a high-performance environment.
  • Training programs and Personal Development Plans tailored for each employee.

Benefits:

  • 32 days of holidays (including 8 bank holidays).
  • Hybrid working model - 2 days remote and 3 days in the office each week.
  • Flexible Work from Long Distance - 4 weeks a year.
  • Top-tier equipment (e.g., laptop, headset, desk gaming monitor).
  • Office with complimentary drinks and snacks.
  • Cycle-to-work scheme.
  • 12 Weeks Paid Maternity and Paternity Leave.
  • Pet-friendly office.

Stay connected with us for future opportunities.

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