Head of Client Services

Prefered skills

Management, Infrastructure, WordPress, Public Policy, Computer Hardware, Active Directory, Windows Server, Automation, Adobe InDesign, Data Centers

Job description

ABOUT US:

Kurtosys provides asset and wealth managers with a data and content publication platform that enables the construction and distribution of critical sales, marketing, and client reporting materials. Founded in 2002, Kurtosys operates across three global offices. Underpinned by global ISO-27001 certification in information security management, the Kurtosys team has a deep understanding of working at scale with data, information design, industry regulations and compliance issues.

THE OPPORTUNITY:

We are seeking a dynamic and experienced Head of Client Service Delivery to lead our client service team. The ideal candidate will be responsible for ensuring the highest level of service delivery to our clients, driving client satisfaction, and overseeing the operational efficiency of the client service department. This role demands a leader with a strategic mindset, who can also dive deep into operational details to improve service delivery processes.

If you thrive on innovation, collaboration, and creating exceptional client journeys supported by strong process fundamentals, this role is an exciting opportunity to grow in a scaling environment. You will have experience in a SaaS business servicing a global client base across multiple jurisdictions and time zones. Data will be your ally in informing strategic choices around how you strategically grow and improve the capability.

RESPONSIBILITIES

Develop and implement client service delivery strategies to ensure outstanding service quality and client satisfaction.
Work closely with the COO, Chief Client Experience Officer and other delivery heads to drive a seamless and efficient client experience.
Lead, manage, and mentor the client service team to achieve individual and team performance goals
Establish and maintain strong relationships with key clients, understanding their needs, and ensuring their expectations are met or exceeded
Oversee the management of client service contracts and agreements, ensuring compliance and timely renewals
Collaborate with cross-functional teams, including sales, marketing, product development, and operations, to enhance client service delivery and resolve any client-related issues
Monitor and analyze client service performance metrics, prepare reports, and implement continuous improvement strategies
Lead client service projects, including the implementation of new technologies or processes to enhance service delivery.
Ensure effective processes are used to achieve desired results within our service oriented area of the business
Be the escalation point for client-related queries and incidents
Coordinate and administrate specific external vendors and agencies

HOW DO WE MEASURE SUCCESS

Client satisfaction (NPS)
Total number of client tickets raised and resolution time
% Tickets resolves by each time (first line, 2nd line etc.)
Client churn

THE NON-NEGOTIABLES

3+ years proven leadership in a client facing support team
10+ years experience as a business analyst, software engineer, process engineer, head of client services or client support role
Familiarity with the SaaS landscape, including understanding subscription-based models, cloud services, and software deployment
A forward-thinking mindset to explore new support channels, technologies, and best practices
Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely
Strong analytical skills to identify root causes of issues and implement effective solutions
Comfort with SaaS tools, CRM systems, and client support software
Skill in handling client escalations and resolving conflicts
Natural leader who shows empathy for those they lead
Ability to foster a positive team culture and collaborate effectively with colleagues
Client support can be demanding; resilience and stress management are essential

NICE TO HAVES

Working closely with C-suite
5+ years experience in financial services or asset management industry highly preferential
Experience in setting up new support service centers in new geographic regions

BENEFITS