Customer Success Lead

**Customer Success Lead**

With a growing number of new clients, Quadmark is looking to expand our Customer Success Lead (CSL) team, to provide coverage across our APJ region. Our clients include some of the largest technology companies in the world and as a CSL, you will be key to building and growing those relationships.

Your role will be at the forefront of all of this. You will be using your passion for building and developing client relationships with a consultative approach, ensuring our customers look forward to every single interaction with us. You will be responsible for developing Quadmark’s business from financial forecasting and reporting, to delivering on client requirements for a variety of accounts, using innovative and out-of-the-box thinking. You will lead a team of customer success and content specialists.

No two weeks are the same, and no ideas are too creative. You will get to bring to life solutions focusing on a wide range of topics, from products and services to sales skills and methodologies, to help enable the client's target audiences. Whatever the topic, you will be empowered to put your experience and innovative thinking into practice every day.

We are always evolving and learning new things - this role would suit someone who has worked across global markets, can plan ahead, has lots of ideas, is open minded and willing to just give things a go. If you have the commitment, passion, creativity and energy to take on this exciting role, we’d love to hear from you.

**What will you do?**

**Be the ears, eyes and voice of your customer within Quadmark**
- Understand your customer’s role and the global business environment they operate in so you know what will make them successful and why/how they want to work with you and Quadmark.
- Develop and own the strategic relationship with your customers, understanding the relevant economic drivers for their businesses, their priorities and brand vision and acting as a trusted business advisor to them and their stakeholders.
- Drive new business proposals for the clients that anticipate their challenges and needs and offer compelling solutions.
- Be the lead point of contact for any matters specific to the client to ensure overall account health, including program management to maintain high-quality, consistent output, escalation management, Quarterly Business Review (QBR) lead, etc.
- Support customers in planning and optimizing their budget spend as well as maximizing ROI on the solutions deployed.

**Creative consultancy**
- Understand our Quadmark offering and what we’re doing across the business so you know how we can best support our customers.
- Build a thorough knowledge of the latest learning and development trends to drive thought leadership across your customer’s initiatives
- Provide insights to help your team craft innovative strategic plans and engaging training solutions that connect across customers’ initiatives and link to their business goals.
- Be involved in kick-off for major projects to ensure your team is set up for success and facilitate ideation within the project teams as necessary.
- Lead a team of localisation experts, working with translation agencies to support cost-effective and timely roll out of our customers’ global enablement program
- Act as the budget owner on behalf of the customers, facilitating your teams to proactively consider cost efficiencies when proposing solutions

**Deliver set financial metrics**
- Generate yearly and quarterly forecasted business plans for your accounts, consulting with the Head of Customer Success and the FinOps Department.
- Drive team to hit monthly plans through diligent pipeline management and revenue tracking and ensure mitigations are in place if plans are at risk
- Achieve account profitability by optimising project value (incl. project scope sign off for all solutions proposed) and advising your team on quality assurance, resource planning, management and allocation.
- Manage financial P&L reporting within given parameters (Revenue +/- 2 M$) and present results to the Leadership team during monthly business reviews

**Build and nurture your team**
- Manage a customer success team of account and project managers and content consultants and creators, enabling them to succeed in their roles and collaborate seamlessly as a team.
- Develop your team capabilities based on clients’ needs through regular coaching and half-yearly personal and career development plan.
- Evaluate the capacity requirements for your accounts and provide hiring and staffing recommendations to deliver clients’ projects.
- Lead recruitment activities for your team and onboard new team members, working with our People team.
- Champion continuous improvements in efficiency and quality across accounts and projects; seek opportunities and implement new initiatives that help the teams to work better together
- Develop engagement and wellness initiatives across your team.

**About you**