Head of Client Services

Responsibilities include, but are not limited to: 

• Develop, manage and scale a large-scale Client Service organization and complements our existing operational delivery functions.
• Reimagine the client journey end-to-end, and and develop the frameworks and strategies for overseeing their experience, service levels, and engagement
• Collaborate with cross-functional teams, such as Product, as the voice of the customer to adapt our client-facing offerings, products, reports, and user experiences
• Lead (identify, manage, develop) senior account managers with goals and incentives to retain and expand our large expertise accounts
• Create Client Services tools and metrics to manage the book systematically, ultimately to perceive and maximize profitability, client satisfaction, and retention
• Partner with Growth to GTM in new industry verticals

Qualifications: 

• 10+ years experience scaling a large, Client Service function (or similar) at a hyper-growth organization functions, ideally scaling beyond $100M ARR to ~$500M in ARR
• Experience leading a large-scale function within a fast-paced, scaling company, ideally within technology-enabled professional services, and/or consulting
• Demonstrated experience in designing and setting commercial strategy, including designing systems to forecasting risks, developing account strategies, and navigating complex enterprise contracting.
• Executive-level operating manager, with the ability to manage world-class relationship and account managers who are experts in their craft; serve as an escalation point to proactively anticipate and navigate client-related needs.
• Proven success in managing sophisticated, technical customers at scale in client service or account management roles, with a track record of upsell and expansion.
• Highly professional, with excellent written and verbal communication skills, meticulous attention to detail and effective prioritization, comfort engaging at all executive-levels.