Head of Client Services
4 days ago
Head of Client Services
Hybrid Working – 3 Days in the office
Salary - £70 - £80K base + performance related bonus
We are seeking an experienced and customer-centric Head of Client Services to lead the post-sales experience for our client; a high-growth social app with reference to advertising revenue. This role will be crucial in driving client satisfaction, retention, repeat bookings and overall business success during a transformative period in our client’s business.
Key Responsibilities:
- Oversee the entire post-sales client journey, from onboarding to delivery, ensuring seamless client experience and success.
- Lead and manage the client services team, driving high performance and fostering a culture of accountability.
- Deliver best-in-class post-sale client experience
- Strategize and implement processes for retention, client satisfaction, and rebooking to meet and exceed KPIs.
- Develop scalable strategies to collaborate with the Commercial Director and management team to help transition the business from a managed service model to a self-serve platform.
- Act as the primary point of contact for clients, managing relationships and identifying opportunities for upsell or cross-sell.
- Collaborate with cross-functional teams (sales, product, project management engineering) to ensure smooth delivery and alignment on client expectations.
- Act as the senior point of escalation for senior clients and media agencies to call where required
Qualifications:
- Proven experience in a senior client services role, preferably as a publisher AdTech or social platform.
- Highly developed and methodical in terms of client services and account management processes.
- Expertise in managing the client experience during significant business changes, such as migrating from managed to self-serve models or AdServer migration.
- Strong leadership and people management skills with a focus on team development.
- A deep understanding of customer experience management, retention strategies, and rebooking – demonstrable proof of previous successful deployment of strategies.
- A problem solver, positive in mindset and passionate about the client delivery experience
- The ideal candidate will have previously managed a book of business in excess of eight figures
This is a unique opportunity to lead client services for a company at a pivotal moment of growth. If you’re a strategic thinker passionate about customer success, we want to hear from you
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