Head of Client Success

2 weeks ago

Manila, National Capital Region, Philippines Staff Domain Inc Full time
About Staff Domain

Staff Domain is a forward-thinking organization committed to providing exceptional talent and fostering a culture of growth and innovation. Our tagline, "The smart place to grow," encapsulates our mission to support both our clients and employees in achieving their full potential. As we expand our reach globally, we are looking for a dynamic Head of Client Success Management to lead our client success team and ensure our partners receive unparalleled service and support.

Role Overview

The Head of Client Success will play a crucial role in driving the success of our client relationships. This individual will be responsible for hiring, training, and managing our team of Client Success Partners (CSPs), developing, and implementing processes and procedures, and working closely with clients to establish key performance indicators (KPIs), service level agreements (SLAs), and ramp plans. The successful candidate will be a strategic thinker with a passion for delivering excellence in customer service and an aptitude for working in a fast-paced, global environment.

Key Responsibilities
  • Team Leadership and Development: Hire, manage, and mentor a high-performing team of Client Success Partners. Ensure ongoing training and development to meet and exceed client success goals.
  • Process and Procedure Development: Build out and continually refine processes and procedures to streamline client success operations, ensuring efficiency and scalability.
  • Client Collaboration: Work directly with clients to develop KPIs, SLAs, and comprehensive onboarding and ramp plans that align with their strategic goals.
  • Global Client Onboarding: Oversee the onboarding process for all new clients globally, ensuring a seamless transition and setting the foundation for long-term success.
  • Cross-Departmental Advisory: Advise on process improvements across departments, identifying opportunities for optimization and enhanced collaboration.
  • Performance Management: Conduct regular calls, emails, and reviews of CSP activities weekly and monthly to monitor performance, identify areas for improvement, and celebrate successes.
  • Client Retention and Growth: Develop strategies to enhance client satisfaction, foster long-term partnerships, and drive account growth.
  • Feedback Loop Management: Establish a structured process for gathering, analyzing, and acting on client feedback to continuously improve service delivery.
  • Industry Trends and Best Practices: Stay abreast of industry trends and best practices in client success management to ensure Staff Domain remains a leader in the field.
  • Client Coaching and Escalations: Provide direct coaching to clients and handle escalations, ensuring elevated levels of client satisfaction and retention.
  • Interdepartmental Escalations: Manage escalations from other departments related to client success activities, facilitating timely and effective resolutions.

Additional Responsibilities
  • Client Advocacy: Act as a client advocate within the organization, ensuring client needs and feedback are addressed in product and service development.
  • Reporting and Analysis: Develop and present reports on client success metrics, trends, and insights to senior management, contributing to strategic decision-making.
  • Market Insights: Keep abreast of industry trends and competitive landscapes to inform and adjust client success strategies accordingly.
  • Team Development: Develop a strong client success culture within the team, emphasizing proactive client engagement and the value of feedback in driving continuous improvement.
Requirements
  • Minimum of 10 years' experience in a client success or customer service leadership role, preferably in a B2B or technology-driven environment.
  • Proven record of accomplishment of developing and leading successful client success teams.
  • Strong analytical skills with the ability to set goals, measure success, and adjust strategies accordingly.
  • Excellent communication and interpersonal skills, with the ability to engage and build rapport with clients and team members across cultures and geographies.
  • Demonstrated ability to work collaboratively across departments to improve client experiences and outcomes.
What We Offer
  • Competitive salary and benefits package
  • Remote work opportunities
  • A dynamic and inclusive culture that values diversity and innovation
  • Opportunities for professional growth and development
  • The chance to be part of a rapidly growing global company making a real impact

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