Head, Client Success

Blackbox provides high-quality decision science solutions, transforming and translating traditional market research findings and other data into actionable recommendations and directional advice for government, business, and NGO clients.

The Head of Client Success drives key client relationship processes and organic growth strategies across the business. The focus of his/her efforts will be to assess and elevate client experience at every touchpoint while ensuring Blackbox builds, grows, and nurtures the company’s key and target accounts through the provision of professional service delivery, customized decision science solutions, high-quality support, and operational standards.

**About Blackbox
Blackbox is an award-winning* Singapore-based company that provides its clients with **decision science solutions **, providing consumer, business, and community perspectives on contemporary problems and challenges.

We work with Government agencies, multinationals, and NGOs and regularly conduct our own self-funded polling that we share publicly as a way of contributing to current community debate and dialogue.

We also monitor emerging trends both regionally and globally with the main aim of signalling potential changes of significance before they happen or flagging the implications of today’s decisions for the future.
- Marketing Magazine local agency of the year twice, ASME Entrepreneur of the Year Award (EYA) - the oldest award in Singapore that honors local entrepreneurs who have shown outstanding performance as business owners, be they emerging or established enterprises, in their respective fields.The Head of Client Success is responsible for the client success initiatives, including managing a consistent and seamless client journey, experience protocols, and ingraining value-based client-centric delivery on the art of the Blackbox team. The incumbent will look to expand the project scope and build long-term relationships with clients to optimize organizational revenue targets and fulfill wider business goals.

Specific tasks/functions include:

- Driving ongoing improvement to the existing key client management processes with aim of providing growth of key accounts and the overall business.
- Providing regular key client updates, complementing the efforts of the Business Development, Marketing/Innovation, Research Technology, and strategic guidance, where relevant.
- Delegating day-to-day project tasks to teams and project leaders with first-hand engagement with key clients during more complex situations such as high-level planning, contracts/agreements, strategic advice/direction, and other ad hoc or new requests.
- Partnering alongside Public Policy, Commercial, and Integrated Methods leaders, and helping them (when required) to manage client expectations, address more multi-pronged inquiries, and assess evolving customer requirements with precision.
- Providing counsel to project teams to prevent or resolve issues by ensuring full compliance with service agreements and educating other team and project leads on the key product or service upgrades and opportunities.
- Developing a strong collaborative relationship with key business support leaders to ensure harmonization between support units to provide client-focused perspectives, when required, to shape best practices, and ensure that deadlines and standards are met consistently and to the highest possible quality.
- Developing and coaching team capabilities, as well as talent cultivation and succession planning across research teams

**Areas of Accountability
- Meet or exceed revenue targets each quarter
- Assist in elevating the business to the next level of growth
- Support organic growth strategies and scalable solutions
- Create consistent and cohesive business messaging based on Blackbox positioning, key products, and service areas
- Create value and optimize quality deliverables, solutions integration, and product adoption
- Identify capability gaps in the business and develop/implement capability development plans where necessary to meet key client needs
- Provide feedback, coaching, and development opportunities to team leaders
- Evolve the company’s strategic pillars by integrating client success initiatives

**Desired Professional and Personal Capabilities
- Master/Postgraduate in a relevant discipline including Market Research, Marketing Science, Psychology, Communications, or Brand Planning
- Minimum of 10+ years relevant experience working daily with data and analytics
- Exceptional senior leadership skills in managing client success strategy, design solutions, client retention, digital/e-commerce, and connecting strategies to business results
- Proven track record of client success through significant change and growth
- Employ a keen instinct for identifying potential client issues early by taking pre-emptive action
- Outstanding written and oral communication skills; preference for naturally good storytellers and creative problem