Director / Head of Client Services
Location: GB, LND, London
Department: Client Services
Employment type: Full-time
Required experience: Director
Required education: Bachelor's Degree
Industry: Internet
Function: Customer Service
Company profile: We’ve bitten off one of the greatest online challenges – using social data to improve customer experience – and turned it into a few apps that start driving revenue right out of the box.If you’re determined like that, we should talk.We want developers who like turning thorny technical puzzles into startlingly simple solutions.And we want salespeople who wake up in the morning with a drive to improve websites’ results.Intent HQ’s audience intelligence technology is in high demand, and we’re constantly extending the capabilities (again, increasing demand). So we need smart people more or less constantly.
Description: Headquartered in central London IntentHQ, we understand, target and activate consumers in real-time, creating human like profiles from what people do on social networks and on your sites. Our "no cookie" approach is fresh, social and mobile friendly.The Head of Client Services’ key objective is to ensure that we have delighted customers who renew profitably and reference proactively. You’ll be responsible for all stages of our client’s interaction with us; from efficient and successful on-boarding, to ensuring projects are scoped and implemented on time and on budget. The role supports the Sales Team and our clients by managing technical requests, and the Product Team through feeding back requests and suggestions, enabling us to build successful and well-adapted solutions.This role is key for Intent HQ, and the successful candidate has the room to grow this opportunity into a role with significant influence in company and product strategy. This mean we are looking for the right individual: one that can communicate clearly, has empathy for our clients, is creative and is convincing. The role reports to the VP of Product and Operations.
Requirements: Ensure customers always have confidence in IntentHQ, by representing us in a professional manner and carefully managing customer expectationsManage and develop a multi-skilled in-house and/or outsourced team to properly plan and deliver projects.Build great culture in your team and across teams.Balance customer’s post-sales expectations with live product capabilities / product roadmap to define solution for rolloutLead the successful on-boarding of new clients and servicing of current clients to over-achieve upon agreed goalsProvide regular, timely, accurate visibility to the exec on client status (new and existing). As needed sit on the exec.Ensure you and your team support Sales teams with their technical queries in order to help with client acquisition and on-boarding effortsBe the first point of contact for clients’ technical teamsPropose relevant and well-adapted solutions to clients, that can be delivered within the scope (and making the best use) of our platformReport back on client feedback and feature requests, keeping a constant line of communication with Product, to help draft and review RoadmapMaintain a strong understanding of clients' use of our tools and their evolving needs allowing you to recommend enhancementsBe an effective communicator of the IntentHQ vision within the business and to external parties
Benefits: BENEFITSSalary commensurate with experience26 paid holiday daysCompany supported pension schemeShare option scheme / equity planChildcare voucher scheme
Fraudulent: 0