Client Success Lead
2 days ago
At Chancery House Ltd, we're committed to delivering exceptional client experiences that drive long-term success. As a Client Success Lead, you'll play a critical role in shaping our clients' engagement strategies and ensuring seamless operational excellence.
About the RoleThis is an exciting opportunity to join our team as a Client Success Lead, driving post-sales operational excellence and taking ownership of product & service education. You'll lead a high-performing team, collaborate cross-functionally, and partner closely with business development, compliance, and sales teams to deliver world-class customer experiences.
Responsibilities:- Lead, mentor, and coach a team of client services and admin managers to deliver high levels of client satisfaction and happiness.
- Oversee client onboarding, working closely with compliance, business development, and sales to ensure a streamlined, transparent, and seamless engagement experience.
- Partner closely with business development, compliance ops, settlement, and platform teams to ensure smooth hand-offs and seamless client journeys.
- Build and maintain strong relationships with our most strategically aligned client-partners, understanding their evolving business needs to proactively add value.
- Analyze client data to uncover trends, anticipate needs, and develop strategic solutions to drive NPS growth.
- Manage and solve client issues, acting as a key liaison between clients and internal teams to ensure efficient resolution.
- Track and optimize performance metrics for the client success team, continuously identifying areas for improvement.
- Drive upselling and cross-selling of additional services to existing clients, maximizing value and growth opportunities.
- Develop and implement success plans for key accounts, ensuring long-term retention and engagement.
- Gather and relay client feedback to internal teams to support continuous product improvement.
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