Head of Global Client Success

il y a 1 semaine

Luxembourg FE fundinfo Temps plein

**Are you ready to lead a high-performing team dedicated to delivering exceptional client service and driving success in a dynamic, innovative environment?**

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.

**Your key responsibilities as a** **Head of Global Client Success will include**:
**Leadership**:

- 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.

**Strategic and Operational Excellence**:

- 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.

**Success Excellence**:

- 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.

**Client Relationship Management**:

- 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.

**Collaboration**:

- 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.

**You will need the following experience and skills to join us as a Head of Global Client Success**:

- 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.

**Preferred Skills and Experience**:

- Experience in SaaS, managed service provision and deliver of technology solutions to enterprise and SME clients.
- Exposure or direct experience in Fintech, financial services or complex industries clients and systems.

**Personal Competencies**:

- 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, mana

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