Client Success Director

As a Client Success Director, you are responsible for overseeing the client success team and ensuring that clients derive maximum value from our products and services. This role involves developing strategies to improve client satisfaction, retention, and growth, ensuring that clients' needs are met, and sales targets achieved. You will act as a key point of contact for strategic accounts, guiding them toward successful outcomes and fostering long-term partnerships., + Drive client retention efforts by monitoring client health, identifying at-risk accounts, and implementing strategies to retain clients
+ Collaborate with the sales team to identify upsell, cross-sell, and renewal opportunities, helping to expand the relationship with existing clients
+ Lead, mentor, and motivate a high-performing sales team to achieve sales targets and expand market presence
+ Monitor and analyse sales performance, providing regular reports and forecasting to the SLT
+ Manage sales budgets, forecasts, and expenditures to ensure efficient use of resources
+ Develop and manage client success plans that outline strategies for increasing product adoption and delivering measurable outcomes
+ Leverage data analytics to understand client behaviour and provide actionable insights that inform strategies to drive engagement and loyalty
+ Lead, mentor, and develop a high-performing client success team who achieve all sales targets through fostering a culture of excellence, accountability, and client-centricity
+ Provide coaching, training, and performance management to team members, ensuring their growth and effectiveness in supporting clients
+ Conduct regular team meetings and one-on-ones to align team efforts with the company's objectives and address any challenges
+ Work closely with the sales and marketing teams to ensure seamless communication and alignment on client needs and expectations
+ Develop and implement a strategic client success plan that aligns with the company's goals and supports client retention and growth
+ Define and track key metrics (KPIs) for client success, including satisfaction scores, retention rates, and revenue growth from existing accounts
+ Identify opportunities to enhance the client journey, optimizing touchpoints from onboarding through to renewal and advocacy

+ Demonstrable background successfully leading a target driven sales / client success team within in a managed services environment.
+ Proven track record of managing high-value client relationships and driving client satisfaction and growth
+ A strong understanding of how a technology managed services business operates
+ Strong leadership and team management skills, with demonstrable experience in building, scaling and performance managing sales / client success teams
+ Excellent communication, presentation, and negotiation skills, with the ability to convey complex information clearly
+ Analytical mindset with experience using data to drive strategic decisions and improvements
+ Strong problem-solving abilities and a proactive approach to identifying and addressing client challenges

TSG (Technology Services Group) are a Managed IT Services provider supporting businesses UK wide with their technology solutions. As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.
TSG are one of the few Microsoft Partners in the UK who hold all seven Microsoft designations, and one of the only partners who specialise in mid-market. Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our recent accreditation as a 'Great Place to Work' in addition to being placed on the '2024 UK's Best Workplaces in Tech' list. Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.
Why should I work for TSG?
+ Employee ownership - as a growing business we want to ensure that everybody who contributes towards our success, shares in our success. High performing members of Team TSG are entered into an employee benefits trust (EBT). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes
+ Our open and honest culture where feedback is taken on-board and acted upon
+ Our social events - annual all expenses paid 'TSG Festival' and team building funds
+ Two paid CSR days per annum that you can use to support the community
+ Giving something back - the 'TSG Foundation' established in November 2022 has so far donated over £120,000 to support nominated businesses and charities
+ Our responsibility to the environment as we work towards net carbon zero
+ Flexible working opportunities including home working and hybrid options
+ Annual salary benchmarking

+ 25 days annual leave + public holidays, rising with length of service
+ Employee benefits trust
+ Company bonus scheme
+ Life assurance 4 x Salary
+ Contributory pension scheme at 4% matched
+ Healthcare and cash plan
+ Electric vehicle salary sacrifice scheme
+ Cycle to work scheme
+ Perkbox discounts
+ Employee assistance programme
+ Paid CSR Days
+ Company sick pay and income protection cover
+ Enhanced Maternity and Paternity pay
+ Employee recognition scheme
+ Eyecare vouchers
+ Discounted gym membership
+ Long service rewards
If this sounds like the role for you, please apply today to be considered.
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