Head of Client Success

  • Contract
  • Client Success
  • London

Description

intent.ly are seeking an ambitious, enthusiastic and highly motivated Head of Client Services to join the leadership team 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.



Responsibilities & Accountabilities


Responsibilities:


  • As intent.ly’s head of client success, you will be responsible for coaching, mentoring and implementing a fully trained client success team in line with the developing org chart (capacity plans) within the timeframe set at the beginning of the new fiscal year.
  • You will also be responsible for producing, reviewing and ensuring the client success team is delivering against company SLAs.
  • Ensuring excellence and compliance within the company’s use of CRM systems (currently Hubspot from an existing business perspective) for the receipt of campaign briefs, onboarding execution and ongoing client support - the CS ‘gold standard’
  • Feeding into the product and tech roadmap and sharing the latest client trends and requests via the customer feedback loop.
  • Strategic upselling and cross-selling to existing clients three months after their launch, resulting in revenue being delivered across two products or more. Products are defined as overlays, basket backup, notifications and codes.
  • Leading alongside the other directors, the SMT and heads of meetings, ensuring they are constantly reviewed, the output is monitored and productivity is increased. 


Accountabilities:


  • You will be accountable for signing off pre-sales forecasts and go-live commercials alongside the revenue director for any Enterprise client (Tier 0/1) resulting in heightened profitability on each account.
  • As client success director, you will be accountable for delivering the company's existing revenue targets to a minimum of 80%.
  • Churn rate - Ensure client churn is maintained at no higher than 20% and reduce the existing churn rate by 50% over the fiscal year.
  • You will be accountable for the client success team returning a customer satisfaction (CSAT) score of 70%+ - this will be sent every six months to all clients for a general view of our service levels.
  • You will also be accountable for producing, reviewing and ensuring the client success team is delivering against company SLAs.


Terms

intent.ly is looking for a 6-12 month contract for a Head of Client Success to step in and adopt our processes in fully managing our CS & Delivery teams. Ensuring things run smoothly and clients are maintained. This will be maternity Cover for our Client Success Director.