Head of Client Success

3 days ago


Manchester, United Kingdom Clear IT Recruitment Full time

Clear IT Recruitment is seeking a talented Head of Client Success to join our team in Manchester, offering a competitive salary range of £65,000 - £85,000 per annum.

About the Position:

The Head of Client Success will lead the Client Liaison team to drive day-to-day post-sale operational engagement and support directly to clients, ensuring a positive client experience and high-quality service. The successful candidate will set the strategy for the future development of the client journey and service provision, providing input to new business development and reviewing contracts, bids, and tender content.

Main Accountabilities:

  • Appoint and lead the Client Liaison team to drive day-to-day post-sale operational engagement and support directly to clients, delivering a positive client experience and high-quality service.
  • Set the strategy for the future development of the client journey and service provision.
  • Provide input to new business development and review contracts, bids, and tender content.
  • Work collaboratively with the Sales team to understand required client commitments from the specification and tender response and communicate throughout Operations to ensure clarity from service commencement.
  • Own end-to-end client engagement and associated processes, from pre-service commencement to onboarding and throughout the client lifecycle.
  • Drive high-performance client NPS scores and nurture successful partnerships for both new and existing clients to engender positive client referral and recommendation.
  • Proactively propose proposition and process changes based on client experience and feedback and act as the client advocate.
  • Lead and chair the Client Forum as part of Operations governance framework, anticipating the pipeline of future bids and new opportunities.


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