Head of Client Success

We are a rapidly scaling, regulated fund services and technology (fintech) company. Our vision is to be the trusted hub of the private markets, allowing investors to authenticate once across all of their private equity investments. We deliver efficiently, accurately and on time through our web platform which we develop in-house.

We operate as #OneGlobalThread in line with our values: We **challenge** the norm, we **change** the way we think and work, by **connecting** systems and people, while **committing** to our vision and each other. We are now looking to recruit an experienced Head of Client Success to join our global team.

**Position Overview**:
The Head of Client Success is responsible for leading a team who own the end to end project management of client relationships. This is primarily focused on client onboarding but includes ensuring our clients follow a structured process throughout their relationship with IDR. The Client Success team are currently responsible for handling operational escalations, working closely with our operations and technology teams to ensure we’re delivering on client expectations, and project managing any ongoing client work. We aim to give our clients a white glove customer experience, and this needs to be standardised for all clients globally. The Client Success team was introduced in September 2023 and it's pivotal we evolve the process in line with our growth. The Head of Client Success will have previous leadership experience within Client Success, project management, and onboarding. The role is heavily customer facing, and involves a high degree of stakeholder management experience.

**Responsibilities**:
**People**
- Manage the training needs, career progression, work and priorities of a hybrid Client Success team within the agreed parameters in order to support business objectives.
- Comfortably manage major global clients through the onboarding and implementation process, educating stakeholders on process alignment, best practice and integration.
- Actively encourage a culture of continuous improvement through new ideas.

**Process**
- Define and develop the client implementation journey, standardising the approach for all clients
- Evolving our existing client success team to support client growth across the US and Europe
- Work closely with the Head of CRM to manage stakeholders and educate clients on the way in which clients work with IDR.
- Demonstrate knowledge of Private funds and their structures in order to gain credibility with clients and understand processes across KYC, Subscription and Tax.
- Support the Head of Operations, other team leads, and senior members of the business as required.
- Identify areas for continuous process improvements

**System**
- Maximize the use of technology in all processes to control risk and improve efficiency.
- Understand the system design and suggest technology improvements in pursuit of efficiency.
- Own process change and development to maximise visibility for clients, and reporting purposes.

**Management**
- Manage and support a team of Client Success Managers
- Hire additional Client Success Managers to support the growth and size of our client base
- Support the measurement and reporting of performance using well considered indicators.
- Ensure the Client Success team are adhering to internal KPI’s and report performance to the Head of CRM and Head of Operations

**Qualifications**:

- Project management and stakeholder management experience would be beneficial
- Leadership experience and ability to handle a team in multiple locations
- Client Success or Client Management experience is essential
- Fluent spoken and written English
- Presence and confidence when managing staff
- Methodical with an organized and self-starting approach to work
- Good working knowledge of Excel and be technology driven
- Experience dealing with clients and stakeholders

**Nice to have**:

- Project Management, ITIL and KYC qualifications are preferred but not essential
- Oversee a competent and knowledgeable team who meet or exceed clear metrics
- Continuously improve systems and processes that are understood by all staff
- Deliver clear customer implementation timelines and consistent experiences

**About you**:
We are one, global team who live by our culture and demonstrate IDRs values in everything we do. We hire people who:

- Work efficiently and accurately within defined processes
- Proactively suggest process & system improvements to maximize efficiency
- Take initiative and are approachable to all staff
- Are an excellent communicator, self-starting & capable of work with light supervision
- Are competent & knowledgeable team members who understand both system and process
- Maintain strong relationships with management, ensuring discretion is adhered to at all times

Being part of the #IDRTeam provides a collaborative and inclusive work culture that values innovation and diversity. We believe in the power of our unique m