Head of Client Success

**Core business activities of Adapt Ventures**

ADAPT is a specialist IT Research & Advisory firm providing local market insights and benchmarking data to Australia’s senior technology and business community.

Through our industry-leading conferences, private roundtable events and Australian-dedicated technology research we equip business leaders with the knowledge, relationships, and tools they need to make better strategic decisions.

Through in-depth surveys, custom research projects and industry events, we engage over 3,000 executives from the region’s most influential enterprise and government organisations each year.

**About this Role**

The predominant focus of the Client Success Team is to provide exemplary service to our executive client base in the ANZ market.

The Head of Client Success is charged with driving the performance of this team, taking action as required and providing feedback to improve customer service skills in the team. Our ‘Client Success’ team is responsible for providing outstanding customer service to executives across Australia and New Zealand.

The position of ‘Head of Client Success’ is responsible for managing this team, and spearheading our company’s customer success strategies by creating policies and implementing procedures for the team to follow.

The Head of Client Success must ensure service standards are adhered to by the team and is also expected to act as point of contact for any customer issues which are escalated beyond the remit of representatives in the team.

**What you will do**:

- Develop appropriate policies, procedures, and service standards and ensure these are effectively adhered to consistently by all the team,
- Resolve service problems by acting as point of escalation to analyse and clarify the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; advising team member on how to resolve and following up to ensure resolution.
- Understand the importance of privacy, and ensure client success teams follows protocol to adhere to legislative and company procedural requirements
- Plan and implement services for client success team to engage with customers on a deeper level and ensure satisfaction
- Conduct regular retention and bright spot analysis of client book of business that provides insights into performance and key client engagement metrics
- Monitoring team performance in line with department objectives and targets

**What you will need**:
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

Bachelor’s degree is preferred, Masters or advanced degree is a plus. Strong proficiency in computer skills

**Who you are**:
A high level of integrity, customer service and ability to work with autonomy and trust. Comfortable influencing and building trusting, value-add relationships with senior executives.

Able to solve complex problems and successfully manage ambiguity and change. Solutions-oriented and able to constructively suggest a better way of working.

Teachable and seek feedback to improve.

Keen to know best practices and aiming for continuous improvement.

**What we offer**:
In addition to an outstanding culture, team and work environment - this ready to scale part of our business offers rapid advancement potential. ADAPT Account Managers enjoy performance related compensation and benefits, including:
Competitive base salary from $85k depending on experience

A large and clearly managed account patch

Freedom, trust, and autonomy

To become part of a scaling business with a unique market offering

Pay: $85,000.00 per year

**Benefits**:

- Salary packaging
- Work from home

Schedule:

- Monday to Friday

**Education**:

- Bachelor Degree (required)

**Experience**:

- customer service & account management: 2 years (required)

Work Authorisation:

- Australia (required)

Work Location: In person