Head of Client Services | Global Talent Solutions Co.

Job Description

Work with a world leader in Educational and knowledge based books and materials.Our client is a top-notch tech consulting and grad upskilling firm, training top talent for investment banking and tech roles across the globe. They provide their stellar list of clients with multiple facilities like relocation assistance, progression planning, and building skills that help companies reach their full potential through their well-trained grads. Recently invested in by a noted Private Equity firm, for around 45Mn, they support an employee base of over 600 employees across 20 cities in APAC, EMEA, and NAM.A decade old, the firm has grown to great heights, beside partnership with the best universities and organizations across the globe. They are backed by a global publishing house, that is more than 200 years old, whose international operations cover the USA, Europe, Asia, Canada, and Australia - known for published works of more than 450 Nobel Laureates in categories across Economics, Chemistry, Peace, Economics, and Physiology among others.As aHead of Client Services, you will be reporting to the Global Sales Director, responsible for EMEAs client-facing operations, namely the Account Management team looking after the existing client base.What you will do:

• Taking the overall responsibility for ensuring that the Client Services team provides a first-class service to all companys clients through the entire client journey
• Growing business with our existing clients by both, expanding our existing service lines, as well as opening up new service lines within new and existing geographies
• Leading and overseeing the entire account management department in line with companys business model.
• Leading a culture of achievement, excellence, ownership, accountability and continuous improvement in the department.
• Leading the strategic account planning processes and developing performance objectives, targets and critical milestones for weekly/ monthly/ quarterly/ annual periods.
• Leading the department in assessing, clarifying and understanding client needs and develop tailored solutions from companys products and services to meet those needs.
• Bringing together the account plans to include other areas of the business to make sure client need is being met holistically:
• Marketing Aligning goals and approaches that make sure the marketing collateral match with different client objectives
• HR Establishing recruitment, talent, performance management and employee engagement activities are aligned both internally in the team and externally with the Consultants on-site.
• Finance Determining any financial requirements for the department
• Business Development building pipeline, requirements and following up on leads, strategies, goals and targets.
• Being accountable for the achievement of the departments individual and team targets.
• In conjunction with senior management, devising the strategic departmental vision and overseeing their adoption through the Companys values and behaviours, thus building a high performing and collaborative team culture.
• Mentoring everyone in the team to be the best they can be.
• Conducting performance management by working to hone and improve the skills of the whole team ensuring consistent professional improvement.
• Building, developing and maintaining healthy relationships with senior client managers for all accounts in order to ensure smooth execution across the portfolio and to act as an escalation point.
• Engaging and hosting key events, seminars and plays an active role in industry movements, making sure company is ahead of the competition and up to date with leading industry practices.
• Knowing the industries that company products operate in and our sector in general and building strong, long-lasting relationships with clients, sector influencers and industry leaders.
• Ensuring that plans are put in place on how to best retain and develop high-value clients.
• Championing using analytics through SFDC to drive client growth and account plans, measurement, benchmarking, tracking, troubleshooting performance gaps and building SMART objectives for everyone on the team.
• Using data to report back and present to senior management on performance and making sure all account managers take a data-driven approach to their accounts.
• Analysing team performance, weighing performance against overall business targets and KPIs.
• Identifying objective areas for improvement.
• Demonstrate integrity and respect whilst performing at a senior level.

What you need to have:

• Any Graduation
• Employees from across the spectrum of formal and work-based qualifications and comparable work experience.
• An accreditation/ certification in recruitment, talent management or sales is welcome.As is any relevant formal training / qualifications.
• Have a passion for 360-degree account management and account penetration
• Extensive experience in a senior account management/ consultancy background, including experience with employed resource/sow models.
• Impressive track record of meeting and exceeding sales targets.
• A leader of multiple teams/ priorities with a driven focus on client delivery and growth.
• Proven and successful track record in establishing strong and long-term client relationships, being able to retain the highest-value relationships.
• Ability to lead, develop, and motivate a team, leading them to the achievement and surpassing of goals/targets.
• Experience of driving and delivering change projects.
• An expert in their field in account management and management.
• A proven track record in delivering year on year success in key client accounts.
• Has proactively led the multiple account planning processes and experience in developing performance objectives, sales targets, and critical milestones for weekly/ monthly/ annual periods.
• Able to evidence having developed solutions that best address client needs whilst partnering internally in order to meet key account performance objectives and client expectations.
• Communication skills are a paramount requirement of this position: The performance of the account management and talent teams are dependent on the clarity and effectiveness of communication.
• Capable of maintaining clear, unambiguous, exhaustive and fulfilling comms with clients
• Fully versed and comfortable with all Microsoft office packages
• A passion for data-driven decisions and the insights this type of approach can bring. An understanding of complex sales analysis and a knack to extracting pertinent data.
• Customer-orientated, patient and able to handle, manage and resolve difficult client conversations.
• Driven to succeed, self-motivated and willing to go above and beyond.
• Exceptional organisational skills, being able to manage multiple projects simultaneously whilst meeting deadlines.
• Work well and demonstrate calmness in uncertain, ambiguous situations, and instilling this in their teams also.
• Committed to progressive performance management and someone who values the input of colleagues and junior members. Involves others in important decision making.
• A leader of people and a good communicator of vision and how that vision is relevant to their people. Passionate about using this to develop a healthy team culture.
• Approachable, open and honest

Keyskills :
multiple projects simultaneouslycomplex salesmusic makingclient servicesglobal salesfollowing upaccount planningkey accountservice linessenior managementmicrosoft officedigital conversionclient deliveryemployee engagementsales analysisteam