VP, Client Success and Support

About the role

As the Vice President of Client Success and Support at D1g1t, you will play a role in shaping the customer experience and driving satisfaction across our client base. This leadership position requires a strategic thinker who can effectively manage and enhance client relationships while leading a dedicated team. You will be responsible for developing and implementing innovative support strategies that align with our company's mission and goals, ensuring that our clients receive the highest level of service and support.

Key facts

What you'll do

• Lead the Client Success and Support team, providing guidance and mentorship to ensure high performance and professional growth among team members.
• Develop and execute a comprehensive client success strategy that enhances customer satisfaction, retention, and loyalty.
• Collaborate closely with cross-functional teams, including Sales, Product Development, and Marketing, to ensure a client experience from onboarding through ongoing support.
• Analyze client feedback and support metrics to identify trends and areas for improvement, implementing changes as necessary to enhance service delivery.
• Establish and maintain strong relationships with key clients, acting as a trusted advisor to understand their needs and ensure their success with our products.
• Drive the development of training programs and resources for clients, empowering them to maximize the value of our solutions.
• Monitor industry trends and best practices in client success and support, integrating relevant insights into our strategies.
• Oversee the implementation of customer support technologies and tools, ensuring that the team is equipped to provide efficient and effective service.
• Manage the budget for the Client Success and Support department, ensuring resources are allocated effectively to meet business objectives.
• Prepare and present regular reports to the executive team on client success metrics, challenges, and opportunities for growth.
• Foster a culture of continuous improvement within the team, encouraging innovative thinking and proactive problem-solving.
• Act as a key spokesperson for the company in client meetings and industry events, representing D1g1t's commitment to exceptional client service.

Requirements

• A minimum of 8 years of experience in client success, customer support, or a related field, with at least 5 years in a leadership role.
• Proven track record of developing and executing successful client success strategies that drive customer satisfaction and retention.
• Exceptional interpersonal and communication skills, with the ability to build rapport and trust with clients and team members alike.
• Strong analytical skills, with experience in leveraging data to inform decision-making and improve service delivery.
• Familiarity with customer support technologies and tools, such as CRM systems, ticketing software, and customer feedback platforms.
• Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and projects simultaneously.
• A results-oriented mindset, with a focus on achieving measurable outcomes and driving continuous improvement.
• Bachelor's degree in Business Administration, Marketing, or a related field; an MBA is preferred.

Nice to have

• Experience in the financial technology sector or a related industry.
• Knowledge of customer success metrics and frameworks, such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score).
• Previous experience in a startup environment, with an understanding of the unique challenges and opportunities it presents.

Skills & tools

• Proficiency in customer relationship management (CRM) software, data analysis tools, and project management applications.
• Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Excellent problem-solving abilities, with a proactive approach to addressing client needs and challenges.
• Effective presentation and public speaking skills, capable of conveying complex information clearly and persuasively.

Practical notes

• This position is based in Toronto, Ontario, and may require occasional travel for client meetings or industry events.
• The salary for this role will be competitive and commensurate with experience, reflecting the importance of the position within the organization.
• D1g1t is committed to diversity and inclusion, and we encourage applications from candidates of all backgrounds.

If you are about client success and have a proven ability to lead teams in delivering exceptional service, we invite you to apply for this at D1g1t. Join us in our mission to empower clients through innovative financial technology solutions.