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VP Client Services EMEA

Location: NORTH EAST

Salary: £60,000 - £70,000

Job Type: Permanent

Job ID: 167142

Purpose of the Role

The VP of Client Services will be responsible for the day to day management of the client services team and  increasing services levels to exceed customer expectations

Key Responsibilities

  • Manage the client service team and maintain the level of service as well as implementing processes to improve efficiencies

  • Work with the Client Services and Support teams to increase service levels to exceed customer expectations

  • Oversee the rollout of the customer facing community and knowledge portal

  • Drive consistency in processes, approach and training for all Client Services team members globally

  • Day to day management of Client Services/Support team

  • Introducing new ideas on how best to support clients (e.g. implementing support communities / forums )

  • Improve efficiencies and work with the leadership team to develop career paths and more formalised employee development programs

  • Drive key infrastructure projects to provide visibility into customer health (e.g. platform metrics for determining customer engagement)

  • Built out key KPI’s (key performance indicators) for the support and integration functions

  • Build out key dashboards for the line managers to run their respective functions

Essential Knowledge, Skills and Experience

  • Have successfully built out an implementation and support function within a rapidly growing SaaS company

  • BA/BS degree

  • Success in setting up key processes for implementation & support

  • Customer success experience in growing accounts

  • Strong analytic skills