Director of Client Satisfaction

Há 5 dias


Porto, Porto, Portugal Hexa People Tempo inteiro

Empowering Customer Success

We empower our clients to deliver exceptional customer experiences through innovative solutions and strategic leadership.

About the Role

The Director of Client Satisfaction sets the strategic direction for the client success organization, ensuring alignment between client needs and company objectives. This role is responsible for driving client-centric initiatives, improving retention and expansion, and managing executive relationships with key clients.

Key Responsibilities

  • Define the strategic direction and vision for the Client Success Management organization.
  • Develop and implement initiatives and packages to improve client retention, satisfaction, and growth.
  • Ownership of Client Success Programs, such as Client Advisory Boards and industry-specific user communities, to engage clients, gather insights, and improve retention.
  • Manage executive relationships with key clients and act as a trusted advisor.
  • Lead and mentor senior leaders within the client success organization.
  • Align client success strategies with product, marketing, and sales initiatives.
  • Drive continuous improvement efforts across the client success function. Establish and track key Client Success metrics (e.g., NPS, CSAT, retention rates).
  • Proactively identify risks, ensure successful renewal processes, and develop strategic initiatives to reduce churn.

Requirements

  • Extensive leadership experience in client success or account management.
  • Strong strategic thinking with the ability to influence at the executive level.
  • Proven experience managing large teams and fostering cross-functional collaboration.
  • Excellent communication and relationship management skills.
  • Ability to drive innovation and continuous improvement initiatives.
  • Experience working with enterprise-level clients and managing executive relationships.

Salary: $120,000 - $180,000 per year


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