Client Services Director (Maternity Cover)

Who we are

Born in 2014, Yoti is a digital identity and biometric technology company that makes it safer for people to prove who they are. The Yoti app was designed with privacy at its core, giving people a secure way to prove their identity and share third-party credentials with organisations and other people. Today, we have over twenty million app downloads around the world. We’ve expanded our offering to a suite of business solutions that span identity verification, age verification and estimation, e-signing, AI anti-spoofing technologies and we continue to think of innovative new offerings. From day one, we’ve been working to fix an outdated identity system. This is not a journey we make on our own but with policy advisors, think tanks, researchers, academics, humanitarian bodies, our users and everyday people. We are committed to solving identity problems through grassroots research and social purpose initiatives.

Purpose of the Role

To lead the Client Services team in Yoti, establishing the process and structures required to ensure Yoti Customers receive a high-quality service during their technical and non-technical interactions and maintaining strong relationships. This role is responsible for strategic oversight and operations and is accountable for maintaining a seamless, positive client experience.

Role Dimensions

Reporting to the Chief Sales Officer; managing a team of 5-20 staff across Client, Customer Success and Integrations in the UK, US and India. This is a 1 year maternity leave cover, upon completion, there might be a possibility of it becoming a permanent role.

Principal Responsibilities (main aspects of the role)

• Build a new department and establish OKR’s and key processes that will ensure the efficient allocation of the team's time, skills, and resources.
• This will be a senior role in the Sales/GTM function. The individual will be responsible for managing senior stakeholders internally and externally and driving significant change in the organisation.
• Set a global vision and strategic plans for the function, focusing on driving product adoption, leading a culture of positive customer experience, driving growth by encouraging full facility utilisation, and setting retention improvements.
• Structure and lead all pre-sales, project, technical, and post-sales success activities with our client base.
• Act as the primary point of contact for high-profile clients, addressing concerns and resolving issues.
• Create scalable processes for managing all our Enterprise Client projects.
• Create an engaging and compelling team and culture that enables high levels of customer satisfaction.
• Provide management and mentorship to team members, complete performance reviews, provide regular feedback and guidance, address performance concerns in a timely fashion, and support career growth.
• This individual will be responsible for building on the strong Client Services foundations within Yoti and assembling a dynamic and scalable team that is capable of ensuring we deliver the right solutions and services for our clients in a repeatable, measured format.
• Drive and manage the team to help and train customers to get the most out of the Yoti product suite and improve the customer journey.
• To lead the development of any supporting content and materials internally and externally.
• To encourage customer feedback through direct questioning and/or customer surveys and report on this to PMT & CMT.
• Provide in-depth analysis and develop a suite of reports to be delivered to PMT & CMT that track operational practices, individual and team performance and give an overview of the teams' KPIs and targets.
• Be a point of escalation for any issues or questions and work closely with product teams to fix issues raised by customers promptly.

Knowledge, Skills, Qualifications and Experience

• 10 Years+ of SaaS Solutions and delivery experience.
• Have managed multi-disciplinary teams in a service, support and/or delivery role.
• A detail orientated process driven individual who is capable of creating repeatable scalable teams.
• 5+ years of people management and recruitment experience.
• Working as part of a high performing team you will be an effective communicator who can quickly comprehend complex technical issues and translate them into simple solutions.
• Excellent understanding of technology and live service operations.
• Self starter - ability to perform without supervision.
• Commercially-minded - able to take decisions based on business needs, and aware of when such decisions must be escalated.

Interview Process

• Stage 1 - Talent acquisition team member (30 minutes)
• Stage 2 - Call with Chief Sales Officer / Director of Client Services (45 minutes)
• Stage 3 - In person/Virtual interview with a panel (90 minutes)
• Stage 4 - In person interview with Chief Sales Officer and Chief Financial/Operating Officer (60 minutes)

What’s in it for you?

• Flexible working
• Performance based discretionary annual bonus
• Share Options
• Internal Share Market
• Private Medical Insurance
• Life Insurance
• Pension
• Cycle to work scheme
• Electric Car Scheme
• 25 days holiday (plus bank holidays)
• 5 fully paid days of Selfie Time - for your own personal development, volunteering, charity events, etc.
• Team and company activities, Social clubs.
• Continuous learning opportunities (Annual Training budgets, conferences etc)

This is a great opportunity to join a company that is leading the way for innovative and responsible identity verification. We’re looking for people who can adapt to a fast-paced environment, as well as champion our brand and what we stand for. We value a positive attitude and people who have a collaborative, creative and transparent approach to solving problems.

AI Usage during the recruitment process

Please read our AI Usage in Recruitment policy to know more about how Yoti uses AI in the recruitment process and our stance on how candidates can use AI during the interview process.

We believe in equal opportunities

It takes a diverse community of passionate, talented and committed people to build a simpler, more secure way of proving identity. We’re an equal opportunity employer, so we welcome applications from people of all backgrounds, with different outlooks and experiences. We are proud to be a Disability Confident employer and we’re committed to making our recruitment process as inclusive and accessible as possible. If you have a disability or long-term condition and need any adjustments or support during the application or interview process, please let us know — we’ll do everything we can to support you and to enable you to bring your best self to our hiring process.

Pre-employment checks

If your application is successful please be aware that as part of our pre-employment checks: We will check your details against fraud prevention databases. We will check identity; address match; PEPs and sanctions; bank validation, verification, fraud checks, negative data (CCJ, bankruptcy). If our investigations identify fraud or other criminal offences both when applying for a job and during your employment, we will record the details on the relevant fraud prevention databases. This information may be accessed from the UK and other countries and used by law enforcement agencies and other organisations to prevent fraud.

Please contact peopleteam@Yoti.com to get information on which fraud prevention databases we use.

Talent Pool

If we consider that you might be suitable for other roles in the future, we will keep your details so we can contact you about these other roles. If you do not want us to keep your details for this purpose, please e-mail peopleteam@yoti.com or let us know at any stage of the recruitment process. For more information please read our Applicant Privacy Notice.