Head of Client Services

100% rev. 2023

Department: Client Services

Reports to: Chief Operating Officer

Job Summary:

As the Head of Client Services at Kinetic Data, you will lead a dynamic team responsible for customer success, product delivery, and training. Your role fosters client relationships, oversees seamless product implementation, and develops comprehensive training programs. You will serve as a crucial point of contact for key clients, ensuring their satisfaction and creating long-term partnerships.

Your strategic leadership will optimize processes, analyze performance metrics, and align client services with industry standards. By driving excellence in customer service and guiding our clients toward successful outcomes, you will play an essential role in shaping both client experiences and the growth of Kinetic Data. You're a visionary leader passionate about customer success within the software sector, ready to redefine standards in client services and drive the impact of our innovative software solutions.

Duties/Responsibilities:

• Team Leadership: Lead, mentor, and inspire the customer success, delivery, and training teams to achieve departmental and organizational goals. Foster a collaborative and high-performing team environment.

• Customer Success Management: Develop and execute strategies to drive customer satisfaction, retention, and expansion. Monitor client engagement, proactively identify potential issues, and implement solutions to ensure a positive customer experience.

• Delivery Oversight: Oversee the product delivery process, ensuring timely and successful implementation of software solutions for clients. Collaborate with cross-functional teams to address any challenges and optimize project timelines.

• Training Program Development: Develop comprehensive training programs for clients to maximize their use of our software solutions. Collaborate with subject matter experts to create training materials, documentation, and resources.

• Client Communication: Serve as key clients' primary point of contact, maintaining strong relationships and acting as a trusted advisor. Address client inquiries, concerns, and feedback promptly and effectively.

• Performance Metrics: Establish and monitor key performance indicators (KPIs) to assess the effectiveness of client services, delivery, and training initiatives. Regularly analyze data and implement improvements as needed.

• Process Enhancement: Continuously evaluate and refine client service, delivery, and training processes to enhance efficiency, quality, and overall customer satisfaction.

• Cross-Functional Collaboration: Collaborate closely with sales, engineering, and other departments to align client services strategies with company objectives.

• Market Insights: Stay up-to-date with industry trends, customer needs, and competitive landscape to drive innovation and identify opportunities for improvement.

• Budget Management: Responsible for managing the departmental budget, allocating resources effectively, and optimizing costs while maintaining service excellence.

• Perform other related duties as assigned.

Required Skills/Abilities:

• Excellent interpersonal and communication skills, both written and verbal.

• Proven ability to build and maintain strong client relationships.

• Strategic thinker with the ability to translate strategies into actionable plans.

• Analytical mindset with the ability to use data to drive decisions and improvements.

• Project management skills and familiarity with project management tools.

• Proficiency in Google Suite or equivalent.

• Ability to work effectively in a fast-paced, high-growth, rapidly changing environment.

• Excellent time management skills with a proven ability to meet deadlines.

• Strong analytical and problem-solving skills.

• Strong supervisory and leadership skills.

• Ability to prioritize tasks and delegate them when appropriate.

• Ability to understand customer needs and problems and architect emerging technology and capability solutions.

• Ability to shift from big picture, strategic thinking to tactical implementation.

• The capacity to assess the development of new features to meet both current and future customer requirements, handle infrastructure management, and address technical debt, all through effective resource prioritization.

Education and Experience:

• Post-secondary degree or equivalent experience in related fields.

• 5+ years of project management experience.

• Experience in effectively managing cross-functional teams, influencing key organizational stakeholders, and communicating with business executives.