Head of Client Success

**ABOUT XCEPTOR**:
Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can trust.

We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project.

**Our Vision** is to be the leading platform for automating data flows.

**Our Mission** is to empower business users within Financial Institutions to build automated processes that deliver trusted data.

**Our Values** were created by our people, and speak to both who we are, and who we aspire to be. Ambition is in our DNA, and we embrace any opportunities ahead. Our curiosity and desire to grow drives us to learn from our customers and those around us. Our people are empowered, accountable, and deliver. We pull together, step up and focus on outcomes. The brilliance of our people makes a positive difference.

**Business area and team**:
The Client Success Management (CSM) function accompanies our clients in every phase of their journey with Xceptor. Our CSM's provide the critical conduit between our clients and Xceptor, acting as their trusted advisor and voice within our organization. The CSM team leverage well-defined maturity and governance models to establish value driven partnerships, focusing on deeply understanding our clients desired business outcomes, then enabling them to achieve these outcomes in the shortest and most efficient manner.

**The Role**:
The Head of Client Success Management is responsible for leading and managing the Client Success Management team to ensure exceptional client satisfaction, product adoption and retention. Reporting directly to the Chief Client Success Officer, this role involves developing and implementing strategies to drive client success, overseeing client onboarding and support processes, and collaborating with cross-functional teams to enhance the overall client experience. The Head of Client Success will play a crucial role in driving client loyalty and maximizing the value clients derive from Xceptor's products and services.

**Key responsibilities**:
**Strategic Thinking & Analysis**
- Develop and implement a Client Success Management charter and strategy that will enhance client satisfaction, drive expansion, and increase retention.
- Curiously analyze client data and feedback to identify trends and opportunities for improvement, making data-driven recommendations to senior management.

**Collaboration**
- Collaborate and execute with senior leadership and cross-functional teams, including sales, marketing, and product development, to drive client success initiatives and improve overall client experience.

**Relentlessly Monitor and Manage Client Health**
- Deeply understand and manage our Client Success metrics.
- Centralize client success related data in a modern technology stack to enable company-wide access to client health, driving scalable outreach and repeatable playbooks for adoption and renewal
- Monitor, report and act on key performance indicators (KPIs) related to client success, such as client health, satisfaction scores, renewal rates, and upsell/cross-sell opportunities.

**Leadership and Advocation**
- Act as a client advocate within the company, representing client needs, whilst balancing these delicately with the goals of the organization
- Attract, develop, retain and lead a team of highly motivated and proactive client success managers, providing guidance to ensure exceptional client service.
- Harness industry-leading CSM certification programs to elevate the quality and consistency of our CSM function
- Develop and deliver client success training programs to ensure consistent and effective service delivery across the organization

**Stakeholder Management**
- Establish and maintain strong relationships with key clients, understanding their needs and proactively addressing any issues or concerns.

**Required Education and Experience**
- Proven track record of leading a global Client Success Management team.
- Solid background in financial services software with strong preference on capital markets.
- Exceptional leadership, communication, and interpersonal skills.
- Strategic thinking and business acumen.
- CSM certification (desirable)
- Ability to travel internationally as needed.

**Key Competencies**
- Deeply understanding clients' needs, expectations, and goals is crucial.
- Creating an organizational culture that prioritizes client success is essential.
- Creating processes and playbooks that drive adoption, expansion and renewal
- Building strong relationships not only with clients but also internal teams.
- Relentlessly m