Global Client Success Leader

3 weeks ago

Brisbane, Australia Scout Talent HQ Full time

**Lead a global team, elevate client support standards, drive business growth, and foster professional development.**:

- **Supercharge client support while driving expansion through upselling and relationship building.**:

- **Competitive salary ($100,000 - $120,000), full-time employment, located in Milton, Brisbane, Australia.**

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**The Opportunity**:

This position blends client success with a sales perspective, embodying STG’s spirit of challenging the conventional and bringing a unique approach to our roles.

As our Global Client Success Leader, you’ll be the driving force behind our Client Success Team. Your role is vital in ensuring our clients receive top-tier support and service, fostering strong relationships, and driving our team towards greater achievements. This role is pivotal in fostering strong client relationships and ensuring they fully leverage our software and services. You’ll play a key part in guiding clients through their journey with us, with an emphasis on maximising the opportunities for upselling. Lastly, you will play a key part in the product design and usability testing phase, as your expertise will represent the voice of the customer to ensure a desirable experience in our best-of-breed software.

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**Responsibilities include**:

- Lead and inspire a global team spanning across (Australia, Philippines and North America)
- Elevate our client support standards, ensuring satisfaction and efficient problem resolution
- Develop strategies for client onboarding, training, and engagement, enhancing overall client experience
- Leading a team dedicated to providing excellent support to our software clients
- Acting as a support to the Client Success Team for client enquiries, questions and complaints
- Supporting and directing new and experienced Client Success Specialists in providing tech support, onboarding and training clients and improving engagement and retention
- Serving as a coach and a leader, helping to develop the skills of your team as they grow in their careers
- Managing day-to-day operations of your team including: managing escalations from your direct reports, ensuring the delivery and documentation of high quality engagements throughout the client lifecycle, and facilitating one-on-one and team meetings
- Work closely with our Product and Development Teams to represent the voice of the client during the product design, usability and testing phases
- Conduct user acceptance testing
- Someone adept at balancing client needs and business growth
- A strategic thinker who leverages data for client and sales benefits
- Budget management, ensuring efficient and effective use of financial resources
- Accurate reporting to ensure global visibility across Scout Talent Group

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**Who We’re Looking For**:
**Experienced Leader**: Proven experience in leading customer support or client success teams, particularly in a technology-focused environment.
**Client-Centric Approach**: A knack for understanding client needs and delivering solutions that exceed expectations.
**Strategic Mindset**: Ability to use data and insights to drive decisions and improvements.
**Coach**:Passion for coaching and growing your team, encouraging their professional development.
**Sales Integration Acumen**: Experience in integrating sales strategies into client success initiatives, enhancing business growth while maintaining client satisfaction.
**Industry Knowledge**: Familiarity with HR and recruitment, especially within a tech context. (desirable but not essential).

**Skills & Experience**:

- A background in client support and team leadership.
- Sales experience
- Effective communication abilities, fostering teamwork and collaboration.
- Strong organisational and decision-making skills.

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**What you will receive from Scout Talent Group**:
At Scout Talent, we’re committed to looking after you, with some great benefits including (but not limited to):

- A culture of reward, recognition and celebration
- A culture of learning and development, with dedicated in-house internal L&D team members and a commitment from leadership to enable and empower professional development opportunities for all
- Option to work flexible hours to suit your lifestyle
- A commitment to supporting each other’s health and wellbeing
- The chance to join a well-established global organisation at an exciting tipping point as we enter our next phase of growth

**Ready to apply?**:
Are you ready to make a real impact in the world of talent acquisition? Scout Talent is looking for a Global Client Success Leader to help us drive innovation in talent acquisition tech. This is more than a job; it’s a chance to lead, grow, and contribute to a thriving industry. If you’re a visionary with a passion for client success and a flair for sales, we want to hear from you.

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