cleverbridge is looking for an experienced Director of Client Success Management whose mission will be to drive the effectiveness and efficiency of our Client Success Management teams globally, and ensure proactive support of our clients.

The Client Success Management team leverages best practices to deliver on-going consultation and real results to our client’s business. Our clients are treated as partners; therefore, it is critical that you have the skills and experience to not only coach direct reports on how to establish strong relations with clients, but also serve as an escalation point.

In this role, you will collaborate with global colleagues in sales, account management, development, marketing and other teams and serve as a point of escalation for internal and external issues. We are excited to speak with you if you have a proven record of leading a multi-cultural team of client-facing professionals and working with international B2B and B2C companies, as well as empowering direct reports and external partners to be successful.

This position is located in Chicago and reports to the VP of Client Experience.

Your Responsibilities

Leadership

• Lead a global team, providing motivation, clear direction and work standards to drive efficient and high-quality execution.
• Coach direct reports to be consultative and deliver high-quality services to their portfolio of clients. Instill accountability for quality, sense of urgency and deepening of client relationships.
• Adapt to different roles to drive initiatives to completion in a timely manner
• Communicate with and influence various stakeholders to ensure alignment of goals and the overall success of the program.
• Provide motivation and clear direction by instilling accountability for quality, sense of urgency and deepening of client relationships

Strategic Work

• Provide strategic and tactical support to drive forward the corporate strategy and monthly departmental KPIs, such as client revenue retention, service level agreements (SLAs) and profitability.
• Identify and optimize activities to increase efficiencies and scale
• Segment existing clients, assign to team members, balance employee workload and forecast resourcing needs

Client Satisfaction & Growth

• Partner with Sales and Account Management to create and implement client account plans to grow revenue and client satisfaction
• Ensure escalation paths and occasionally act as escalation point for clients
• Define and implement common approach for gathering and responding to client feedback, for example net promoter score (NPS)
• Ensure successful on-boarding of new clients to our platform and services

Your Qualifications and Skills

• Ability to lead a global team of client-facing individuals in customer success/account management/consulting/marketing or similar.
• Strong client focus & account management skills, including interpersonal, problem-solving and relationship building. 
• Demonstrated success setting and executing a strategic roadmap, with motivation to “roll up your sleeves” to make it happen.
• Ability to lead as a positive change agent and work cross-functionally in a team environment across multiple cultures, particularly in change management situations.
• Strong communication and presentation skills. Fluent written and oral skills in English is required, and German is a plus.
• Experience in e-commerce, IT, marketing or similar tech industry. Working knowledge of B2B and B2C customer lifecycles.

What we offer

We offer a challenging and interesting occupation with extensive responsibilities in a dynamic and fast growing company. Follow us on Facebook or visit our Website to find out what we offer as a Great Place to Work. If you feel you are a good fit for this position, please send us your CV and cover letter (in english language) with further details about your motivation, your salary expectation and your earliest starting date via our online application process. For questions please contact our recruiting team at +49 221 22245 257

More about us

Founded in 2005, cleverbridge provides global subscription billing solutions that help companies build long-term customer relationships and grow recurring revenue streams. The core of our fast-growing technology company is our 300+ employees between offices in Cologne (Germany), Chicago, San Francisco, and Tokyo. Our diverse and talented workforce is passionate about our solutions and our clients’ success. We believe if you love what you do, you should love where you work. So we emphasize career progression, work-life balance, and a casual, contemporary work environment.