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VP Client Success

Herringbone Search
Closing date
24 Feb 2021

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Technology & New Media
Contract Type
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Job Details

Title - VP Client Success

Package - £115k plus bonus and comprehensive benefits

Location - London


Our client is a hyper growth private equity backed technology business who provide trusted commercial intelligence for multiple industries.

They are looking for a VP of Client Success to lead a global client success function. The successful applicant will transform the way they engage with clients worldwide, amplifying the voice of the customer - by understanding their challenges and goals and translating that into clear people, product support and process strategies. A strong understanding of the benefit of client success function as support to clients, sales teams and the provision of product feedback to Product Management.

This person is an essential leadership hire in the forward-thinking growth strategy and will bring a depth of experience and a curious, engaging and collaborative mentality.

The Role

· Transformation of our existing function - looking for ways we can automate and move the client success team contribution higher up the value chain

· Strategic thinking - building a best-in-class function that delivers insights and puts the client at the heart of what we do

· Empowering clients with the tools they need to make decisions while increasing usage and adoption rates

· Lead the Client Success function by training, engaging and developing your team

· Build and implement processes to maintain low response times, high client satisfactions and minimise churn

· Monitor clients' KPIs to drive the usage of our products

· Utilise the client health dashboard to identify potential misuse of data or licence abuse and work with the sales team to rectify

· Proactively champion the client perspective to recommend improvements to the product offering, including ease of use/UX

· Communicate clients' needs to the Product Management and Product Development teams and help shape our product roadmap

· To act as client advocate and to aid product/marketing to deliver compelling products and messaging

· To understand why clients use and buy/value the product

· Serve as an advocate for the platform and technology while collaborating with internal and external stakeholders to deliver a fantastic solution offering

· Own overall success of clients, including on boarding, configuration, product adoption, retention and growth

· Develop a business case to enable clients to identify different support models to drive increased profitability and potentially a fee-based model

Applicant Requirements

· Significant and impactful experience in a senior international client success role, ideally in a similar subscription-based insight data business - highly experienced in client engagement

· Well-versed in pricing support models - paid vs complimentary

· Strong track record of innovation, tech-savvy around process improvement including use of digital adoption tools

· Experienced ability to align Client Success support to drive commercial lead generation

· Excellent communication skills - able to build and develop relationships with clients

· Demonstrates a can-do attitude to maintain outstanding Client Success reputation

· Creative - able to resolve complex problems with simple and practical solutions

· Strong leadership skills, able to inspire and build a high performing team

· Pharmaceutical industry experience/knowledge an advantage

· Being part of a previous hyper growth journey within a subscription-based technology business is an advantage

Herringbone Search looks forward to your application. We do also welcome referrals, recommendations and introductions.
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