Client Success Director
Client Success DirectorLocation: BracknellHours of Work: Full time
We are iHasco
We are a leading Health and Safety and HR Compliance eLearning provider.
We focus on creativity, quality, and most of all simplicity.
Having delivered over 15 million training sessions across the last 15 years, our company continues to grow at an unprecedented pace creating an exciting opportunity for the new role of Client Success Director.
Our Core Values
Our values are what we stand for and what matters is how we treat each other and our clients.
We make it happen, we never settle, we choose right, and we are always smart with heart.
We are ready for anything.
Exciting opportunity for a Client Success expert to step into a completely new role and to create and shape our client success strategy.
You’ll be working with a blank canvas so there’s huge scope to have a big impact! Experiencing year-on-year growth, we’re looking to take our client experience to another level and this is where you come in.
As the Client Success Director, you will play a pivotal role in ensuring our clients achieve their training and learning goals.
You will be responsible for building and executing a comprehensive customer success strategy, including the implementation and ownership of a customer success platform.
Your primary objective will be to drive customer satisfaction, retention, and growth by understanding client needs, fostering strong relationships, and advocating for their success within our organisation.
This includes, but is not limited to:
• Lead the selection, implementation and optimisation of a client success platform to enhance client engagement and satisfaction.• Establish and implement key Customer Success KPIs to help analyse customer success and help identify areas for improvement.• Provide regular reports/ insights of client success measures to senior stakeholders within the business to help inform overall business strategy• Refine and develop our client success strategy, including onboarding, training, adoption and ongoing support plans• Establish a full client communication strategy and plan, identifying key customer touch points in the customer journey• Work collaboratively with key stakeholders such as sales, marketing, service, support and product teams to ensure client success strategy continuously works towards overall business goals• Drive improvements in client retention• Identify opportunities for upsell and cross-sell of products to drive revenue growth• Following implementation of supporting processes and systems we expect this role to take ownership of an NRR target• Serve as the voice of the customer within the organisation to, advocate for their needs and priorities• Collect and analyse client feedback to help drive and inform product improvements and enhancements• Use data-driven insights to make informed decisions and adjust the client success strategy where necessary• Work collaboratively with the product team to align product roadmaps with client demands
Are these your strengths?• Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.• Analysis of metrics and using data to identify areas of improvement and develop plans to address them.• Developing and implementing client success strategies and programmes that drive client retention, growth and satisfaction.• Understand client journey and client retention.• Know how to have great conversations and be able to identify areas where you can develop the function to support our clients, ensuring that the teams are equipped with the tools, resources and training necessary.• Ability to see the bigger picture, the end goal and work out the steps in between to get there - fast.• Build positive relationships through effective communication with colleagues and senior leaders within other departments and functions.• Budget management and awareness of key business metrics, develop and assist the finance teams in calculating forecasts and P&L reporting.• Ensure your own continuous professional development by keeping abreast of current renewals, client success, sales and development techniques and trends.• Be a true team player on the good and bad days and always have the business objectives in mind.
What you get from usA generous salary package along with your birthday off (in addition to a generous annual leave and bank holiday entitlement), a pension scheme, wellbeing support and a health cash plan, recognition and incentives and continuous learning and development.
We invest in you holistically.
Coming to work should never be a chore so we, and you, create an environment where you can be at your best.
You will be surrounded by great people who care about what we do and have a true sense of purpose.
We will continually stretch and grow you – you will never clock watch with us.
We will trust you and care about you.
We will share our business strategy and there will be opportunities for you to grow your career with us.
If you are still reading this, it says our culture is for you.
Come join us.