SmarterClick is on a mission to change the customer success landscape in a more positive and measurable way.
Our goal is to help brands and website owners reach their earnings, acquisition and delivery potential through engaging their own website audiences more effectively.
This success is realised thanks to SmarterClick’s portfolio of technology solutions ranging from exit-intent overlays, browser notifications and dynamic engagement tools.
Job Specification Head of Client success/Client Support
Smarter Click are seeking an ambitious and enthusiastic individual to join our team in our London office and advance their skills within a fast-moving technology company within the digital marketing industry, committed to providing our clients with market leading technology and service.
This is a fast-paced, critical role at the centre of our clients and internal teams, meaning you will need to keep on top of multiple tasks, quickly solve problems and be the go-to person for your team and all of their client’s needs. An ability to think on your feet, great organisation skills and confidence to build relationships with people in a range of positions is a must. The ability to develop close relationships with a range of personalities within clients across different sectors and agencies and networks is a key trait we are looking for in this role.
A Head of Client success/Client Support has total responsibility for client retention and revenue generation from optimisation and cross-selling across a portfolio of managed and more self-service clients, building strategies alongside the Managing Director to ensure targets are met across the team.
The Head of Client success/Client Support will own client relationships alongside the team and is responsible for ensuring continual tactical initiatives are being deployed for their managed client portfolio alongside the client’s KPI’s and objectives. Commercial awareness, negotiation skills and the ability to identify and drive business development opportunities are some of the key skills that we are looking for in this role. You will need to understand the advertiser's strategies and the challenges they face on a day to day basis and be able to support your team in delivering strategies within this remit.
The Client success team work closely with our business development team to ensure smooth transitions at the launch of a campaign and continued support in developing the client’s activity, the successful candidate will be confident in approaching internal relationships and be able to challenge established processes in the best interest of the company.
Additionally, the Head of Client success/Client Support should be able to manage a team of varying experience levels, be able to manage simple HR requests and train and develop the team so that Smarter Click can promote from within as part of our ongoing strategy for retention of staff.
What does a typical day look like?
Ultimately as the Head of Client success/Client Support, you have full responsibility for our Client success Team and for our client’s satisfaction, as a customer focused company, the role is critical to our success.
Manage, oversee and develop the Client success teams – both local and international
Set targets and KPI’s and ensure delivery of these for all business units within the company.
Understand and help lead road maps for development and support teams.
Deliver and maintain the culture of the business.
Recruitment where required and in line with resource requirements.
Ensure all roles have a clear and defined job spec and colleagues are measured against these job roles for their deliverables.
Team Management for all Client Success Team, to include personal development, career development & performance management, attendance and disciplinary process if required.
Identify risks and ensure appropriate strategies are in place.
Ensure processes are in place for all elements of a client’s life cycle with us and are being adhered to across all elements of the business, to deliver best practice and minimise error.
Protect and promote the business’s reputation in the industry alongside our marketing function.
Report into Business Director weekly, attending Manager's meetings and other presentations where required.
Decide and help organise key events, awards, travel and marketing to increase company profile and take learnings for business & staff development.
Ensure you are well recognised in the industry with networks, agencies and key clients, regularly attending industry events and networking with our key contacts and new potential partners.
Understanding the business objectives of each of our key clients and having regular one to one review with them.
Ensuring reporting on client KPI’s and recommendations for optimisation and growth are being provided to all clients.
Be able to create & present forecast, optimisation and development plans for clients and for the team.
Ensure all client’s activity is being monitored on a daily basis and being proactive if accounts are under-delivering.
Ensure all client’s activity is being monitored on a monthly basis looking at MoM, YoY and internal reports and being able to analyse shifts in performance and reporting back trends within the business.
Delivering network/agency mapping, understanding who is responsible for different areas of the business, for example, sales, account management etc.
Supporting with finance requests and follow up on late payments from clients or agencies where required.