Head of Client Success

Geekhunter is hiring on behalf of our recruitment partners for their client, a market leader in geographic information system (GIS) software, location intelligence, and mapping.

The Head of Client Success is accountable for driving client outcomes that impact both the adoption and expansion of GIS capability (technology and services) to underpin and grow recurring revenue streams and total client value within the existing client portfolio.Responsible for both teams and the delivery of programs designed to assist clients in realising the value of their GIS investment - this role will be a key part of the country leadership and overall business performance. The Head of Client Success has accountability across all functions of Client Success in country - from development and implementation through to ongoing delivery. All within the context of the Groups Client Experience Vision. Reporting to the Country Manager and the groups Regional Chief Client Officer, this leader will deliver country-specific business objectives whilst maintaining alignment with the Groups wider Client Success strategy and programs

Job Responsibilities

• Leadership
  • Lead, develop and manage teams that sit within the Client Success division to proactively service and support the client base within the desired client experience. Including but not limited to Client Success Managers, Client Care, Client Adoption and Science and Education.
  • Work collaboratively with the Groups Client Success Leadership Team to design, execute and measure programs to drive adoption and expansion across the client base - driving business performance and growth.
  • Collaborate across the business as part of the Companys Senior Leadership Team to achieve the Companys strategic objectives and growth targets.
  • Create sustainable competitive advantage by fostering a client-centric business value mindset within the team.
  • Ensure market leadership by embedding a mindset of growth and continuous improvement within Client Success.

• Business Results
  • Deliver Annual Client Value, Total Client Value, lead and opportunity measures and other growth targets set by the Client Success Division and local country business plans.
  • Support the achievement of client satisfaction targets, for example CSAT and NPS to foster long-term client relationships and build ‘Clients for Life.
  • Ensure teams, such as Client Care, meet required business performance targets such as CSAT, ATR, and percentage of cases escalated.
  • Work collaboratively both within country and across the Group to achieve operational efficiency and effectiveness targets for responsible lines of services such as contribution margin, average time to resolve (ATR) and billable utilisation.
  • Oversee the development and delivery of Enterprise CSM programs, to drive growth and satisfaction in top tier accounts.
  • In collaboration with the broader Client Success organisation across our regional group, support the design and delivery of programmatic Client Success programs that engage and develop our small to medium tiered clients.
  • Leverage on the Groups centralized and/or virtual resources and processes for efficiency and consistency in the Client Success programs.

• Team and Business Interactions and Culture
  • Support delivery discipline and team responsibility through the implementation of best-in-class frameworks, processes, tools, and team management.
  • Foster a team culture, both within country and more broadly across Client Success, of continuous improvement and team engagement and collaboration to deliver ongoing, high-performance, aligned to the Groups Employee Value Proposition, Values and
  • Client Experience Vision and Service Delivery Principles.
  • Work collaboratively across client stakeholder groups to drive client outcomes and advocacy to build community, and strong engagement with the customer base.
  • Underpin the Groups brand promise and build capable, high performing teams by ensuring all resources in the relevant teams are empowered, valued and skilled.
  • Advocate and champion client centric thinking and behaviours, reported via the HR Employee Survey

Job Requirements

Essential:

• A bachelors degree in an associated business, client success, sales discipline.
• Minimum 10 years experience in a similar client facing or appropriately relevant roles, in operating/servicing/managing large clients.
• A client-centric approach that supports Companys client experience vision and service delivery principles.
• Previous experience in managing teams.
• Highly effective communicator/influencer - who can engage all levels/teams within an organisation.
• Ability to work collaboratively as part of a team, and as part of a senior leadership team.
• Excellent commercial awareness.
• Capacity to promote transformational change.
• Independent self-starter.
• Excellent analysis and problem-solving skills.
• The ability to prioritise workload, manage time and schedule tasks whilst remaining resilient to changing priorities.
• Attitude and behaviour align with Companys core values.

Desirable:

• Program management and ITIL.
• Understanding of spatial industry is desirable, but the appetite to learn about it is essential.
• Experience in location intelligence, GIS, Asset Management is preferred but not essential.

Information :

• Company : Geek Hunter
• Position : Head of Client Success
• Location : Jakarta Selatan
• Country : ID