Head of Client Success

Description

Title:                                  Head of Client Success

Reporting to:                   CEO North America

Location:                          Duluth, GA

The role:

The Head of Client Success will be responsible for the development of an outstanding client experience that sets Moneypenny apart as a leader in the industry, fostering client engagement, growth, and loyalty. This role involves developing and executing a comprehensive client experience strategy that enhances retention and aligns with our strategic business goals. As a vital member of the senior management team, this individual will lead and coordinate client experience transformation initiatives across all departments. The ideal candidate will be a strategist focused on client experience, ensuring a remarkable client journey while promoting retention and growth. The ability to thrive in a dynamic and diverse environment is essential. This position is crucial for advancing Moneypenny’s mission to revolutionize the telephone answering sector by integrating client success efforts with the company’s growth plans.

Key responsibilities:

Strategic Leadership:

• Develop and execute the overall client success strategy, aligning it with Moneypenny’s goals.
• Define and track key client success metrics (e.g., churn rate and client lifetime value).
• Engage in and lead the restructure of the Client Success team to strengthen controls and elevate the overall client experience.
• Identify and prioritize client needs, developing targeted initiatives to address them.

Team Management:

• Lead, mentor, and coach a team of Key Account Managers, Client Engagement Managers, and Onboarding and Support Specialists.
• Build a high-performing team capable of delivering exceptional client experiences.
• Ensure the CS team has the necessary tools, training and resources to achieve great results.

Client Relationship Management:

• Oversee the post-sales relationship with clients to ensure their satisfaction, retention and ongoing success. Proactively identify and address client issues to prevent churn.
• Drive client engagement and advocacy.

Cross-Functional Collaboration:

• Collaborate with sales, marketing, operations and development to ensure a seamless client experience.
• Provide valuable client insights to inform development and marketing strategies.
• Represent client needs and advocate for their interests within Moneypenny.

Revenue Growth:

• Drive revenue growth through upselling, cross-selling and client expansion opportunities.
• Focus on increasing client lifetime value (CLTV).

Process Optimization:

• Develop and optimize client onboarding, training, and lifecycle management processes.
• Continuously improve client success processes and tools.

Data Analysis and Reporting:

• Analyze client data and engagement metrics to identify trends, potential risks and opportunities.
• Provide regular updates to senior leadership on client success performance.

Qualifications

The person:

• Must have at least 5-7 years of overall management and client success, account management or other sales-related experience.
• Possess a deep understanding of the client’s needs and the ability to build strong client relationships. Ability to identify and solve client problems effectively.
• Ability to develop and execute client success strategies that drive business results.
• Excellent oral and written communication skills as well as strong interpersonal skills.
• Knowledge of the industry and relevant client success best practices and experiences.
• Experience and exposure to subscription and renewal-based business processes, upselling and cross-selling experience as well as a deep understanding of implementing client success best practices.
• Strong interpersonal skills. Proficient in CRM and other client success tools (e.g., Salesforce, MS Dynamics, etc.)
• Possess the ability to create and implement strategies, track performance, and achieve sales goals and objectives.
• A proven record of accomplishments in driving client satisfaction and enhancing the client experience.
• Should possess the ability to comfortably engage with C-Suite members, providing unique insights and perspectives while contributing meaningfully to discussions and conversations.