Posting date : 9 January, 2020
Closing date : 17 February, 2020
Head of UK Client Experience, Self-Service Business Unit, will be principally responsible for :
All aspects of service delivery to SSBU clients in the UK including new client onboarding, client satisfaction, client adoption (stickiness) of solutions, transition from legacy solutions, and billing operations
Ensuring UK-based SSBU service delivery team readiness including staffing, coaching & development, training, process definition, and process management
Supporting pre-selling efforts for the UK sales team to support bringing new clients into the SSBU
Executive leadership within the SSBU including progress reporting, strategic planning and budget input, executive level updates on progress and initiatives, etc.
from a UK vantage point
It’s imperative for the success of the SSBU that the UK region be active and productive on the selling front, and self-sufficient from a service delivery standpoint.
The Head of UK Client Experience will be a leader within the SSBU and will oversee, and be responsible for, all aspects of the client journey for UK clients.
The goal is to successfully onboard every UK client and develop each into a long-term relationship where they frequently and happily use the SSBU solutions.
All touches within that client journey will be the ultimate responsibility of the SSBU Head of UK Client Experience.
While the Head of UK Client Experience will primarily focus on the mechanics of selling and servicing in the UK market, this person is a core part of the service delivery fabric for the entire, worldwide SSBU operation and must collaborate and support non-UK clients on an as-needed basis.
Primary focus will be on the UK, but broader focus and accountability will be on the global success of the SSBU.
This position will require up to 15% travel and will report to the SSBU Head of Client Experience.
Primary Duties & Responsibilities :
Staff, retain, coach and develop, train and manage all service delivery team members within the UK region
Collaborate with the Head of Client Experience to design processes, and manage process adherence by the UK-based SSBU service delivery team so that we affect a positive client outcome with each touch point
Collaborate with the Head of Client Experience to design, and be responsible for, all aspects of the client journey / experience for UK-based SSBU clients
Collaborate with the Head of Client Experience to design, and manage the onboarding programs for new UK-based SSBU clients
Support the Head of Client Experience’s efforts to measure and analyze client satisfaction for UK-based SSBU clients to look for risk of client defection, and isolate parts of the client journey that need improvement
Be responsible / accountable for UK-based SSBU client adoption / retention metrics
Be active with the UK Selling Team (GRO) to support pre-selling efforts with prospective client visits, demos, discussions, RFx responses, proposal development, etc.
as needed to assist our selling efforts
Engage with each UK client either for corrective action / escalation, or quarterly business reviews in order to ensure the health of the client and continuation of their journey with their SSBU solution
Engage Legacy self-service clients and seek to effectively transition them from legacy products to an the currently supported self-service platforms
Secondary Duties & Responsibilities :
Support the Head of SSBU Operations efforts / initiatives in the design of our products and workflows, rules of engagement, and more, as needed
Support all strategic planning / budgeting and initiatives within the SSBU
Localize various selling artifacts or training material to fit with the particular needs of the UK-based SSBU prospective and current clients
Engage, collaborate with, and support the UK Senior Director, UK Head of Project Management, and Project Managers in Client Services where there is overlap into full-service
Necessary Behaviors, Skills and Chemistry
The ideal candidate will
Be a tireless leader, who sets the cadence and velocity of the team, with a very high energy / motor
Be highly collaborative and effective on the pre-selling front to build confidence in our solutions
Be a role model to the service delivery team for delivering second-to-none client experience
Have a proven track record of servicing clients with excellent service levels and turning bad client situations into positive ones
Be highly technical and understand the inner workings of our SSBU technology and supporting systems and operations
Be a pragmatic visionary who is able to spot trends and commission new programs, processes
and action plans
Exhibit a proven track record in recruiting, retaining and developing / coaching team members in a service delivery organization
Be executive with their mannerisms always professional and articulate, difficult to fluster, with a strong ability to argue logical merits that underpin point of view
Be effective at prioritizing work to that which is most meaningful and impactful to our business
Build a following of supporters and be highly charismatic
Have excellent verbal and writing communication skills
Qualifications & Experience Requirements
Must have extensive experience in a service delivery management role in eDiscovery
Must have experience working within self-service eDiscovery models
Must have outstanding references from executives with client servicing / consulting backgrounds
Must be UK-based
Electronic Discovery processing experience required
SAAS deployment and support essential
Preference : Product development
Preference : experience working in smaller startup organizations
Preference : experience working in global organizations