Head Of Clients

About The Company

We are publishing innovators delivering data-driven technological solutions that transform publishers into scalable, thriving businesses. Constantly growing, we're always seeking people who share our company culture and are looking to make an impact. We offer plenty of room for learning and career growth, all while working with some of the finest people and companies in the industry.

The opportunity

As the Head of Clients, you will shape the future of our client-facing operation. This role offers the chance to lead a team of dedicated Customer Success Managers and directly influence the company’s entire partner portfolio. You will be at the forefront of strategic initiatives, driving client satisfaction and fostering strong relationships that enhance our market presence and growth.

Requirements:

• 8+ years of experience in an Account Management / Customer Success role.
• 3+ years of experience in a team leadership role, showcasing the ability to lead and mentor a team towards achieving exceptional customer service and satisfaction.
• Excellent communication and interpersonal skills, demonstrated in the ability to establish and maintain strong trust relationships with both clients and colleagues within the company.
• Demonstrated ability to develop relationships with C-level, senior executives as well as technical staff.
• A strategic thinker, with outstanding project management and execution skills.
• Proven experience and deep understanding of the Ad-tech ecosystem.
• Strong analytical and problem-solving abilities.
• Client-focused with a passion for outstanding service.
• Collaborative team player adaptable to a fast-paced environment.
• Native/Fluent English is a must (Excellent verbal and written communication skills)
  
  

• Serve as the primary relationship holder for our partners, ensuring high levels of customer satisfaction.
• Collaborate with the leadership team to define the strategic direction for client-facing solutions and ensure alignment with the company’s overall business goals.
• Build, lead, mentor, and support a team of Client Success Managers (CSMs) to ensure they are delivering exceptional service and meeting their individual and team targets.
• Implement strategies to increase efficiency and effectiveness within your team, driving process improvements and innovation.
• Monitor team performance against service level agreements (SLAs) and key performance indicators (KPIs).
• Act as a point of escalation for resolving any significant client issues or complaints, ensuring swift resolution and maintaining trust.
• Develop policies and procedures that address client concerns and enhance their overall experience.
• Gather client feedback to better understand their needs and expectations. Analyze client insights to inform business decisions and contribute to the product development process with relevant client feedback.
• Provide regular reports to the leadership team on client engagement, team performance, and the status of client-facing initiatives.
• Ensure clear and effective internal communication within the team and across other departments to facilitate the smooth delivery of client solutions.
• Leverage market insights to advise on potential opportunities or threats and recommend proactive measures.
• Personally manage key accounts, ensuring the highest level of service and satisfaction.
• Collaborate with Sales to develop accounts strategies and action plans to expand existing partnerships.
• The role might include business travel (Up to 2-3 trips per year).