clients IRI UK

Head of Client Health

Location

UK

Job Type

Full-time

Experience

N/A

Salary

N/A

Skill Set

Role

Customer Support

Job Details

At IRI, we deliver growth to clients based on big data—our predictive analytics and forward-thinking insights help CPG, OTC, health care, retailers, and media companies remain relentlessly relevant, capture marketing share, connect with consumers, and deliver market-leading growth. The convergence of our proprietary, on-demand cloud-based technology and our client-focused colleagues leads to a seismic shift in drivers of success in all industries.

For IRI colleagues, we focus on the moments that matter. From meaningful work and impact to continuous improvement we challenge ourselves to grow both professionally and personally. You'll feel a true sense of connection and purpose in your work and will craft the direction of your career in a highly personalized way. No matter the department you join, you'll find yourself constantly growing and developing the skills of the future to deliver client growth. We believe in the undeniable strength that diverse people, culture, thought and skill bring to our business, our clients, our people and our communities. We are committed to nurturing a dynamic culture that embraces and celebrates openness, collaboration, creativity, equity, inclusivity and growth for all.

Overview of the role:

Head of Client Health mission is to drive the effectiveness and efficiency of our global Client Health program. Working with the global leadership team in a matrix organization, CRM system administrators and Subject Matter Experts from across the business, you will drive the vision and strategy of our client heath, transforming the way we work with and support our clients, ensuring the experience they have with us during their entire journey from sales to renewals, is nothing but exceptional.

Lead the Supply Chain COE global Client Health program – design & implement the right strategies for optimizing client experience, driving client health, retention and loyalty across the entire customer journey. Shape the program in a way that improves internal operations, reduces churn and drives new business opportunities through greater advocacy and reference ability.

Main role responsibilities:

  • Implement and lead a client experience management & voice of the client program to collect, analyze and act on client feedback
  • Influence future lifetime value through higher product adoption, client satisfaction and overall health scores
  • Own the health score – a key business metric, compiling regular updates to the global leadership, ad hoc deep-dives and insights as to where we have risks and churn. Liaise with colleagues to take corrective actions
  • Enhance program with best practices to make the customer health score more predictive and a true indicator of client health
  • Act as impartial main point of contact to drive change management for enhanced customer health processes
  • Establish and manage detailed journey maps for every phase of the client journey, identifying pain points, work with colleagues to define a prioritized roadmap of experience improvements
  • Stay up to date on market trends within the customer success / experience world; share trends in client health with cross-functional teams in an effort to promote customer centric behavior across the entire organization
  • Work on improving design, layout, and functionality of the Gainsight platform
  • Ensure all changes are designed with the user journey and experience in mind, and user acceptance testing (UAT) is carried out to minimize issues
  • Drive best practices sharing and training for the customer health program
  • Manage the Gainsight relationship, ensuring performance levels and service level agreements are met and maintained

Skills and Experience Required:

  • Relevant experience in customer health
  • Proven experience leading teams, driving software adoption and leveraging customer success best practices
  • Experience in change management and transformation
  • Proven ability to develop strategies, translate them into initiatives and track successful delivery
  • Understanding of customer success with a passion for achieving and sustaining the highest standards of experience for our clients and colleagues in every respect
  • Role model for customer obsession
  • Extensive experience in a similar role within a SaaS B2B environment
  • Confidence in advocating for best practice
  • Excellence in providing end user support
  • Familiar with reviewing, analyzing and understanding data
  • Strong project management and task organization skills
  • Enjoys “getting their hands dirty” by digging into complex operations
  • Takes high degree of ownership over their work
  • Strong advanced Excel skills
  • Preferred experience of working with SFDC and Gainsight