Head of Client Success

You're a strategic thinker, who can lead a team into growth through building long-term relationships with clients and across the Wogi business.

The position plays a critical role in ensuring client satisfaction, retention, and long-term shared success, by ensuring Wogi remains a market leader for Rewards and Incentives. You will build strong relationships, provide exceptional support, and align the company's offerings with client needs to ensure they contribute to the growth and profitability of the business.

**Job Description **/ **Responsibility**
- Client relationship management: Leading the team as a role model for best in class relationship management, stepping in where needed to be the primary point of contact for top tier and global clients. Developing a deep understanding of their business needs, objectives, and challenges, to build a long term strategic growth plan.
- Team Leadership: Lead and mentor a team of Client Success Managers based across the globe, providing guidance, coaching, and professional development.
- Client Growth Strategy: Owner of the Wogi client growth and retention strategy. Working with clients to define their goals and develop a client success plan tailored to their specific needs. This will involve setting performance metrics, identifying key milestones, and creating strategies to drive value and achieve success.
- Onboarding and implementation: Owner of the client onboarding process, ensuring all clients have a smooth transition and successful implementation of the company's products or services to keep momentum into ‘business as usual’. This will involve providing training, guidance, and support to clients and the Client Success Team to ensure continuous improvement.
- Proactive support and problem-solving: Anticipate client needs and proactively provide support and guidance via the Client Success Team, or directly with the client. Troubleshoot issues or challenges that clients encounter and working closely with internal teams to ensure timely resolution.
- Client Growth: Identify opportunities for upselling and cross-selling additional products or services to clients based on their needs and objectives. Proactively building a network across additional departments within our clients organisations to ensure Wogi maximises the full potential of the relationship.
- Client feedback and advocacy: Gather feedback from clients regarding their experience with the company's products or services to ensure Wogi achieve continuous improvement. Act as the voice of the client internally, providing insights and suggestions for product improvements or enhancements.
- Performance analysis and reporting: Monitor and track key performance indicators (KPIs) to evaluate the success and satisfaction of clients. Prepare regular reports and presentations to share insights and progress with clients and internal stakeholders.
- Renewals and contract management: Collaborate with the account management team to ensure timely contract renewals. Proactively engaging with clients to drive renewals and negotiate contract terms when necessary.
- Process Management: Be the process champion for Client Success, ensuring that existing processes are followed and new processes are implemented to ensure maximum efficiency, minimum error and overall client satisfaction.
- Crisis Management: Address and resolve escalated client issues with diplomacy and effectiveness, maintaining a positive client experience even in challenging situations.
- Collaboration: Work closely with Marketing, Product, and Support teams to ensure a seamless end-to-end client experience.

**Requirements**:

- Bachelor's degree in business, marketing, communication, or a related field is preferred
- Previous experience in a client-facing role, such as account management, client success, or client services.
- Proactive problem solvers, capable of identifying and addressing client issues and challenges.
- Analytical skills and ability to think critically and strategically.
- A solid understanding of the company's products, services, and industry.
- Strong organizational skills and the ability to manage multiple client accounts simultaneously.
- Able to prioritize tasks, meet deadlines, and adapt to changing client needs.
- Natural people person - enthusiastic individual with a go-getter attitude, immediately bond with others and are able to quickly build strong relationships.
- A start-up attitude - highly collaborative and able to display roll-up-your sleeves attitude.
- Team Player with the ability to work with different functions in a fast-paced environment with the ability to work independently when required.
- Willingness to learn and adapt to changing client needs and market dynamics.
- Keeping up to date with industry trends, competitors, and market changes can enhance the ability to provide valuable insights to clients.