Do you have a proven track record of managing a large portfolio of clients with high retention and satisfaction metrics and experience working in a fast-paced client services environment?
The Client Success Director is responsible for delivering exceptional service and support to clients and other external stakeholders. Working as part of a dynamic team you will lead the implementation of client success strategies that drive the retention and satisfaction of clients. Reporting directly to the Head of Client Operations, you will be responsible for managing the smooth and successful execution of assigned projects including all aspects of project planning and broader account and relationship management.
Partnering with your counterpart in the sales team you will be tasked with monitoring the client stakeholder landscape and identifying opportunities for account expansion.
This position requires an emotionally intelligent individual with strong business acumen who is skilled at managing account details and developing strategic relationships. The ideal candidate will have a proven track record of managing a large portfolio of clients with high retention and satisfaction metrics and experience working in a fast-paced client services environment.
What you’ll be doing
- Partnering with the sales, client success, and product teams to develop flawless project and delivery plans and lead the operational aspects of client delivery to ensure client retention and impact
- Managing multiple client relationships simultaneously and contributing to the expansion of our existing client accounts
- Driving tangible results including closed contracts, high customer retention, and successful client impact metrics year-over-year
- Supporting with the execution of strategic account plans and achievement of growth targets
- Maintaining strong relationships with clients by providing support, information, and guidance and supporting them through every step of project execution
- Exhibiting and role modelling a customer-first approach throughout Talking Talent
- Monitoring client stakeholder landscape and identifying opportunities for account expansion through cross-sell and upsell opportunities
- Leading and mentoring more junior client success colleagues
- Capturing insight and data and partnering with sales to share this insight with client stakeholders
- Bringing to life the Talking Talent product set and point of view to client stakeholders
Must haves for the role:
- Proven experience managing a portfolio of 20+ clients
- 10 + years experience working in an equivalent environment
- A background in project or account management preferably with a qualification in project management or a related field
- A passion for planning and organizing both projects and people and the relationship skills that help get the best out of people
- Exceptional communication skills and an ability to navigate across all organizational levels
- History of success/goal orientation and the ability to persevere when faced with challenges
- A quick thinker with the ability to process and understand complex information in order to make actionable, intelligent decisions
- Fluency in DEI and coaching methodology and the ability to bring to life the Talking Talent service offering and product suite
- A passion for the work we do and a strong interest in DEI industry trends, market dynamics, and customer behavior.
If you can answer yes to a few of the above and have the ability to work in a fast-paced and fluid entrepreneurial environment then read the full job description and send us your application, or get in touch if you’d like to chat or for more information.
Download the full job description