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For Companies At a Glance
- Tasks: Lead a global team to enhance client satisfaction and drive revenue growth.
- Company: Join IBA Group, a leader in aviation data and consultancy.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth.
- Why this job: Be part of a high-performance culture that values client success and innovation.
- Qualifications: Proven leadership experience in SaaS, strong analytical and communication skills required.
- Other info: Ideal for those passionate about aviation and client advocacy.
The predicted salary is between 54000 - 84000 £ per year.
IBA Group Leatherhead, England, United Kingdom
Head of Client Services
IBA Group – a global leader in aviation data, consultancy and asset management. IBA Insight is the ultimate aviation intelligence platform, providing deep, up-to-date intelligence to identify risks and opportunities across assets, operators, and lessors.
Leading a global team of 5 client services executives, focused on maintaining the existing subscriber base, expanding revenues via upselling new modules, and maintaining appropriate price escalation for the marketplace, building client relationships, and gathering important competitor intel covering scope and price.
Dimensions of the Role / Key Performance Indicators
Right Approach
- Accountable for maintaining subscriber base and expanding revenue
- Track progress in terms of sales indicators, actual vs required, to meet revenue targets
- Maintain accurate pipeline and revenue forecast
Right Processes
- Scheduled activities of deliverables and touchpoints with the sales team where appropriate
- Manage the pipeline for renewals and upsells appropriately and ensure progression through the sales cycle
- Manage the client relationship through onboarding, regular contacts, and renewal planning
Resources and Skills
- Manage and structure the CS team effectively
- Create Sales Resources and Training
Key Accountabilities
- Team Leadership: Lead and mentor a global team of CS executives, fostering a high-performance culture.
- Client Service & Success Strategy: Develop and implement client success strategies to enhance client satisfaction, retention, and growth.
- Global Sales Support: Collaborate with the global sales team to ensure seamless client onboarding, adoption, and expansion.
- Client Advocacy: Act as a client advocate, ensuring client needs and feedback are communicated and addressed within the company.
- Process Optimisation: Identify and implement process improvements to enhance efficiency and effectiveness in client success operations.
- Performance Metrics: Monitor and report on key performance metrics, including client satisfaction, retention rates, and revenue growth.
- Cross-Functional Collaboration: Work closely with sales, product, finance, marketing, and services teams to ensure alignment and drive client success initiatives.
- Client Communication: Ensure effective and relevant client communication via account-based marketing and other channels.
- Revenue Growth: Identify and drive upsell and cross-sell opportunities to grow revenues.
- Renewal Retention: Develop strategies to minimise client attrition and drive contract renewals.
The Person:
- Experience: Proven experience as a Senior Client Success Manager/Leader in a SaaS company, with experience leading a team.
- Leadership Skills: Strong leadership and mentoring skills, with the ability to inspire and motivate a team.
- Global Experience: Experience working with global sales teams and managing clients across different regions.
- Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
- Communication Skills: Excellent written and verbal communication skills, with the ability to collaborate effectively with cross-functional teams.
- Client-Centric: Passion for delivering exceptional client experiences and driving client success.
- Technical Proficiency: Proficiency with CRM systems (preferably Salesforce) and other client success tools.
Desirable Knowledge: Understanding of aviation business, aviation finance, aircraft technology, airline economics, sustainable aviation issues, and strategic consulting frameworks.
Seniority Level
Director
Employment Type
Full-time
Job Function
Consulting, Management, and Customer Service
Industries
Airlines and Aviation, Business Consulting and Services
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Head of Client Services employer: IBA Group
Contact Detail:
IBA Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Services
✨Tip Number 1
Make sure to showcase your leadership experience in client services. Highlight specific examples where you've successfully led a team, mentored individuals, or fostered a high-performance culture.
✨Tip Number 2
Demonstrate your analytical skills by discussing how you've used data to drive client success strategies. Be prepared to share insights on how you’ve interpreted metrics to improve client satisfaction and retention.
✨Tip Number 3
Familiarize yourself with the aviation industry and its specific challenges. Showing that you understand aviation finance, aircraft technology, and sustainable aviation issues can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your experience with CRM systems, especially Salesforce. Being able to articulate how you've utilized these tools to manage client relationships and drive revenue growth will be crucial.
We think you need these skills to ace Head of Client Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client services and leadership roles, especially in a SaaS environment. Emphasize any global experience and your ability to manage teams effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for client success and your understanding of the aviation industry. Mention specific strategies you have implemented in previous roles that align with the responsibilities outlined in the job description.
Highlight Analytical Skills: In your application, provide examples of how you've used analytical skills to drive client success and revenue growth. This could include metrics you've tracked or improvements you've made based on data analysis.
Showcase Communication Skills: Demonstrate your excellent communication skills by ensuring your application is clear, concise, and free of errors. Consider including examples of successful cross-functional collaboration in your previous roles.
How to prepare for a job interview at IBA Group
✨Showcase Your Leadership Experience
Be prepared to discuss your previous leadership roles, especially in client success or SaaS environments. Highlight specific examples where you successfully led a team, mentored individuals, and fostered a high-performance culture.
✨Demonstrate Client-Centric Thinking
Illustrate your passion for client success by sharing stories of how you've enhanced client satisfaction and retention in the past. Discuss strategies you've implemented to understand and meet client needs effectively.
✨Highlight Analytical Skills
Prepare to talk about how you've used data to drive decisions in your previous roles. Be ready to provide examples of how you've monitored key performance metrics and made adjustments based on your findings.
✨Familiarize Yourself with Aviation Industry Knowledge
Since the role is within the aviation sector, brush up on relevant topics such as aviation finance, aircraft technology, and sustainable aviation issues. Showing that you have a grasp of these areas will demonstrate your commitment and readiness for the position.
