Head of Global Client Success, FE Fundinfo

• Are you ready to lead a high-performing team dedicated to delivering exceptional client service and driving success in a dynamic, innovative environment?
• You will have an extensive experience in a senior client success role, proven ability to develop and implement best practise in systems and processes
• You must have experience of helping an organisation scale significantly, helping shape and evolve
• You will have proven ability to develop strategies to manage a broad range of client types and solutions
• You will have exceptional leadership and people management skills, developing management team and future leaders
• You need to understand and leverage CRM systems and client success platforms such as Gainsight, Totango, or ChurnZero Experience to manage and scale client success operations
• Outstanding communication and interpersonal skill
• Inspirational leadership that motivates teams to perform at their best
• Adept at complex problem-solving and decision-making
• Growth mindset, with an emphasis on personal and professional development
• Ability to work under pressure, manage priorities, and drive multiple initiatives simultaneously

Desirable

• As the Head of Global Client Success at FE fundinfo, you will have the opportunity to shape and execute a comprehensive client success strategy, ensuring client satisfaction, loyalty, and advocacy
• This role offers the chance to work on exciting projects, lead a talented team, and make a significant impact on our clients’ experiences and our company’s growth
• Develop and execute a comprehensive client success strategy that ensures client satisfaction, loyalty, and advocacy driving increased cNPS and gross retention rates
• Inspire and create a client service culture, with the team focused on the importance of client success at all levels
• Able to lead and drive implementation and adoption of systems and processes to optimise client outcomes and service efficiency
• Influential at executive levels, able to challenge and put forward strategies, business plans
• Commercially aware with the ability to articulate value and develop a commercialism strategy for across tiered service levels
• Segment clients based on size, business line, or usage patterns to tailor success strategies to specific needs
• Optimise resource allocation to ensure efficient and effective delivery of services, balancing client needs with operational capabilities
• Implement and refine client success metrics and KPIs, using data to drive decisions and improve processes
• Integrate resource planning and development alongside peers leading sales and account management to optimise coverage and the client experience
• Define and fostering best practice skills, process and technologies to maximise the client experience
• Lead, create, and implement a client service excellence culture, in terms of client and market knowledge, energy and professionalism
• Lead, mentor, and develop a high-performing client success team,
• Seek to understand and develop a tiered approach to client engagement which delivers value and increases retention
• Utilise client feedback and data-driven insights to understand client needs and ensure appropriate strategies are put in place
• Collaborate with product, market specialist and marketing teams to ensure in-depth product knowledge across the sales team
• Ability to build and nurture high-level client,
• And industry relationships
• Maintain and build strong executive relationships with key clients and stakeholders, cultivate robust relationships with key accounts, focussing on enterprise-level clients
• Support and partner with CRO and client experience to develop and implementation of client retention strategies and client success
• Provide critical feedback loop into product management on client usage, potential enhancements
• Partner with marketing to increase client engagement in supporting company promotion (e.g. webinars, client events, user groups) and in developing case studies and reference ability
• Partner with sales and market specialists (pre-sales) team to understand, promote and identify potential cross-sell opportunities. Work closely with marketing, product development, and client service teams to ensure alignment and support for sales initiatives
• Collaborate with product and marketing to provide feedback and support competitor intelligence and develop win strategies

• Apply now and we’ll aim to get back to you with feedback within 5 working days