Reporting to the General Manager (Australia), the Head of Client Success coordinates client success activities and leads a team of Client Success Managers and Mentoring Program Managers to assist and support a diverse portfolio of enterprise, government, and professional association clients to achieve whole-of-program success, while simultaneously strengthening the client’s relationship with Art of Mentoring.

Key Responsibilities

• Ensure effective systems and processes are in place and continuously improved to support the client success function, making the client experience as smooth as possible, and always optimising for client satisfaction, program success and team productivity.
• Recruit, nurture, develop and retain the best talent.
• Lead the performance and development of Client Success Managers and Program Managers, ensuring they are thriving both as individuals and as a team.
• Inspire the client success team to deliver exceptional service levels and maximise their productivity by leveraging your extensive experience.
• Line manage the team, conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner.
• Be accessible to provide day-to-day guidance, advice, help and trouble-shooting support to the client success team
• Manage the operational performance of the client success team to agreed KPIs, including response times, retention and revenue metrics and client engagement and satisfaction ratings.
• Leverage use of CRM software to organise, access and manage client delivery data, manage allocations, report on metrics and collaborate with cross-functional teams.
• Leverage use of project management software to track and coordinate delivery projects and collaborate on tasks.
• Act as the most senior contact point in key client engagements and building relationships to identify opportunities to value-add.
• Lead by example, by taking a hands-on approach with clients, when necessary, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication.
• Develop and support a delivery approach that establishes Art of Mentoring as a trusted partner for all Art of Mentoring clients.
• Foster collaboration within client success team and across customer lifecycle stages, contributing to a company-wide client-centric ethos.
• Collaborate closely with Pre-Sales and Sales to support pilot clients, renewals, and expansion opportunities.
• Represent the voice of the client to constantly improve our sales and delivery process, as well as our product roadmap

Qualifications And Experience Required

• Minimum of 10 years work experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
• Ideally combined background of pre and post sales and/or account management experience in SaaS industry
• Strong leadership and people management experienc
• Exposure to HR and/or L&D tech and working with HR and/or L&D tech clients
• Experience in working with complex, multi-divisional, multi-geographical customers/users
• Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Services, Support)
• Demonstrable experience in problem solving
• Degree or Diploma level qualification in management or related field will be highly regarded

Skills And Abilities

• Capacity to work efficiently from home, leading a team remotely who are based in Australia and US
• Strong leadership and management skills, with inspiring presence
• Ability to create structure in ambiguous situations and design effective processes
• Highly effective coaching, presentation, and facilitation skills
• Excellent listening, questioning and communication skills
• Strong analytical and problem-solving skills
• Effective time management and conflict resolution skills
• Excellent expectation setting acumen