Client Success Director

Company: Saville Assessment

Working arrangement: 3 days in the office

Office location: New Malden, Greater London

Direct Reports: 5 (currently 3)

Job type: Full-time, Permanent

Salary: Competitive + attractive benefits package

The role

This role offers the chance to build and shape our Client Success function at Saville during a time where the product is evolving, our positioning is expanding and we’re re-imagining what’s possible in terms of expanding our reach within our existing customer base.

Our leaders will all have a client first approach built into their mentality, which we will see reflected in everything they do from processes created through to how Client Success works alongside its Sales, Client Onboarding and Client Support peers.

Responsibilities

Hiring, Training and Coaching the Client Success Team:

Monitors and analyses performance data to continually improve processes and client retention.
Builds a culture of collaboration across go to market teams that reflects an incredible client experience from lead to customer.
Ensures excellent leadership practices including regular clear feedback, performance coaching, realistic goal setting and process/playbook training.

Creating and Driving a High Performance Culture:

Client Retention and Revenue Growth:

Client Strategy and Relationship Management:

Develop and maintain strong relationships with key clients to understand their needs, goals, and challenges.
Create and implement customized success plans for indirect clients, resellers and partners.
Develops and maintains an up to date understanding and analysis of the competitive landscape, market trends and client needs to inform strategy.
Representative of the customer voice with feedback to the Product Development, Marketing and Sales teams in a measurable way.

Data, Insights and Reporting:

Requirements

Knowledge and Experience:

People Skills:

Technical skills:

Building and Leading a Client Success Team:

Evidence of having built a Client Success team that was successful is highly desirable. Having built a Client Success team from within a business with few established practices and habits would be desirable.
Having worked within a team that personally developed a solid understanding of how to run a partnerships/resellers arm is highly desirable. Having run a team with all elements, direct, reseller and partners, reporting into you would be desirable.
Evidence of working within a Client Success team that was either directly or indirectly responsible for upsell/x-sell is highly desirable.
Hands on leadership style with an ability to shift between operating on the floor and stepping back to assessing pitfalls, opportunities and strategy changes.
You’re a simplifier, you can take complexity and make it easy to understand and digest.

Working at Saville Assessment

We take the subjective and make it objective, creating solutions that enable better hiring and development decisions, helping people and organizations drive high performance by:

Providing powerful data that our clients can trust

Promoting fairness and reducing bias

Delivering insights that allow people to thrive

Saville Assessment was founded in 2004 and has grown to become a leader in the talent assessment sector with a large multinational client base, supported by a global network of partners and resellers. It is renowned for its flagship Wave® personality and aptitude products which set the market standard for predicting workplace performance and potential, officially recognized by the British Psychological Society (BPS) as the most reliable and valid assessment tool in the world.

It recently launched its next-generation platform – Wave Connect – designed to unlock the power of AI-driven role profiling and insights through intuitive dashboards, delivering relevant data and great outcomes for clients.

Saville Assessment was acquired by Tenzing Private Equity from WTW plc in H2 2023.

Our culture

The happiness and wellbeing of our people is our priority. Learn about life at Saville Assessment directly from our team.

Our values

We are

relentlessly client-centric

We are

one winning team

We

strive for simplicity

We are

courageously amibitous

Our commitment to Diversity, Equity & Inclusion

Saville Assessment is an Equal Opportunities Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, age, protected veteran status or status as an individual with a disability.

Apply now

We’d love to hear from you! If you are interested in applying, please complete the form below.

If you have any questions about joining the team, or would like to be considered for any other roles with us, please contact us at [email protected] or on +44 20 8619 9000.

By applying for a role at Saville Assessment you confirm that you have read the Data Protection Policy and understand how your personal data will be used and stored.

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Client Success Director

The role

Responsibilities

Hiring, Training and Coaching the Client Success Team:

Creating and Driving a High Performance Culture:

Client Retention and Revenue Growth:

Client Strategy and Relationship Management:

Data, Insights and Reporting:

Requirements

Knowledge and Experience:

People Skills:

Technical skills:

Building and Leading a Client Success Team:

Working at Saville Assessment

Providing powerful data that our clients can trust

Promoting fairness and reducing bias

Delivering insights that allow people to thrive

Our culture

The happiness and wellbeing of our people is our priority. Learn about life at Saville Assessment directly from our team.

Our values

We are

relentlessly client-centric

We are

one winning team

We

strive for simplicity

We are

courageously amibitous

Our commitment to Diversity, Equity & Inclusion

Apply now

COMPANY

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