UK Client Success Director

Our client, a global leader in Entertainment payroll and workforce management, are looking to recruit an experienced, forward-thinking Client Success Director to lead their small UK operation, in addition to 'owning' the strategy for the UK arm of the business. Working completely remotely (with the expectation to travel to London once a quarter for a company meet-up), and with the ability to progress over time, this is an incredible opportunity for the right candidate.Our client offer a SaaS solution that supports both major Hollywood film and independent TV production companies in identifying, booking and payrolling their supporting cast (extras), and have played a major part in realising major productions (including the likes of Mission Impossible, Star Wars, The Avengers and The Crown). Due to an internal promotion, they are now seeking the perfect candidate to oversee their UK Client Success operation, in addition to owning senior client relationships. In a nutshell, your responsibilities will include:- Working with Senior Leadership to provide the vision and strategy for the UK market- Creating business plans while considering risk and opportunities with a strong focus on repeat clients, referrals and expansion to EU markets- Creating an environment where employees thrive and inspiring the team to perform at their best- Acting as the partner to the company's clients in the UK, and the face of the business to them, understanding their history and drive value by partnering with them- Acting as the product expert - understanding the offering inside and out, and effectively speaking our users' language to prioritise product roadmap work- Acting as the senior owner of client relationships and primary point of escalation- Ensuring customer success by driving platform adoption, education, and value realisation across all accounts- Representing the business with confidence in client meetings, presentations, and high-impact engagements- Working directly with clients throughout the day-to-day as necessary, and when the business requires personal involvement (e.g., critical deadlines, major launches, high-priority issues)- Owning and executing client growth strategies throughout UK and Europe, via a SaaS model- Maintaining key existing business relationships using industry networks, and to act as a trusted thought leader in the Film and TV space- Standardising processes for onboarding, training, QBRs, and success planning- Providing a data-led approach to input and execute against scaling strategies, bringing greater capacity to internal teams and clients, and measuring their success- Partnering closely with Product, Engineering, Sales, Support and Marketing to deliver a seamless client experience- Supporting growth with onboarding and smooth client handovers, including demos for key clients- Monitoring UK & EU competitive and industry trends to influence product development, pricing, and go-to-market strategyIn order to be considered for this position, it is ESSENTIAL that you have the following:- 5-10 years' experience of leading a customer-facing/Client Success team- Strategic leadership experience, along with operational execution and exceptional team leadership- Significant senior-level B2B client-facing experience in complex environments with direct, face to face daily client involvement- Proven experience of building trusted client relationships through regular, direct client engagement- Tech-savvy with software sales or client success experience- Strong operational mindset with the ability to execute plans and drive measurable outcomes via data-driven discipline- Highly collaborative with local and global teams, comfortable in a matrixed environment- Ability to handle senior escalations and communicate difficult messages with clarity- Clear and confident verbal and written communication skills- Highly organised, with strong attention to detail and the ability to manage multiple workstreams- Clear understanding of how client satisfaction supports retention and revenue- Interest in Film & TV- Fun, sociable personality!In addition to a very competitive £80,000 - £90,000 basic salary, our client are also offering the following:- Discretionary annual bonus (based on individual/company performance) / regular salary review(s)- 100% remote contract (potential requirement to attend London office for ad-hoc meet-ups (very infrequently - 3/4 times a year maximum))- Fantastic working hours - Monday - Friday: 9.00am - 6.00pm- 25 days annual leave (+ Bank Holidays) - rising to 30 with service- Private Medical Insurance- Progression opportunities!Our client are looking to move very quickly on this, so any interested candidate(s) are urged to apply at their earliest convenience!

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