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Head of Client Services

Invisible Technologies

Customer Service & Support

IT & Telecoms GHS Confidential
1 month ago

Job Summary

As Head of Client Service at Invisible, you will build, manage, lead, and scale the Client Service function. You will set Invisible’s strategy to strengthen, protect and preserve our client relationships, by reimagining and overseeing the client journey end-to-end and developing the systems to track the health of our book. You will identify, manage, and develop world-class account managers, who are deeply specialized and consultative in their relationships.

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 10 years

Job Description/Requirements

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.

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