Head of Client Success

2 days ago

Sydney, New South Wales, Australia ADAPT Ventures Pty Ltd Full time
About the Role

The Head of Client Success will be responsible for driving the performance of the Client Success Team, providing exemplary service to our executive client base in the ANZ market. This role requires a strong executive presence, intrinsic drive, and natural curiosity, with a desire to make a difference and over deliver on promises and customer expectations.

Key Responsibilities
  • Develop and implement policies, procedures, and service standards to ensure consistent delivery of exceptional customer service.
  • Resolve service problems by analyzing and clarifying customer complaints, determining the cause of the problem, and selecting and explaining the best solution to solve the problem.
  • Take ownership of client success team performance, taking action where required, identifying and applying opportunities to develop and improve customer service skills.
  • Plan and implement services to engage with customers on a deeper level and ensure satisfaction.
  • Conduct regular retention and bright spot analysis of client book of business to provide insights into performance and key client engagement metrics.
Requirements
  • 2+ years of consultative sales or account management experience.
  • Strong executive presence, intrinsic drive, natural curiosity, and coachability.
  • A desire to make a difference and over deliver on promises and customer expectations.
  • Excellent written communication and oral presentation skills.
  • Proficiency in account planning and an understanding of territory management.
  • Track record of overachievement on goals or quotas.
About ADAPT Ventures Pty Ltd

ADAPT Ventures Pty Ltd is a specialist IT research and advisory firm providing local market insights and benchmarking data to Australia's senior technology and business community. We equip business leaders with the knowledge, relationships, and tools they need to make better strategic decisions.

We are looking for a highly motivated and experienced professional to join our team as Head of Client Success. If you are passionate about delivering exceptional customer service and have a strong track record of success in consultative sales or account management, we encourage you to apply for this exciting opportunity.

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