IBA Group – a global leader in aviation data, consultancy and asset management. IBA Insight, is the ultimate aviation intelligence platform. Providing deep, up to date intelligence to identify risks and opportunities across assets operators and lessors.
Leading a global team of 5 client services executives, focused on maintaining existing subscriber base, expanding revenues via upselling new modules and maintaining appropriate price escalation for the marketplace, building client relationships, building client intel on how they use the platform, gathering important competitor intel covering scope and price.
Dimensions of the role/ Key Performance Indicators
Right Approach
* Accountable for maintaining subscriber base and expanding revenue
* Track progress in terms of sales indicators, actual vs required, to meet revenue target
* Maintain accurate pipeline and revenue forecast
Right Processes
* Scheduled activities of deliverables and touchpoints with the sales team where appropriate
* Manage the pipeline for renewals and upsells appropriately and ensure progression through the sales cycle
* Manage the client relationship through on-boarding, regular contacts, and renewal planning Right
Resources and skills
* Manage and structure CS team effectively
* Create Sales Resources and Training
* Salesforce Expert
Key Accountabilities
* Team Leadership: Lead and mentor a global team of CS executives, fostering a high performance culture.
* Client Service & Success Strategy: Develop and implement client success strategies to enhance client satisfaction, retention, and growth.
* Global Sales Support: Collaborate with the global sales team to ensure seamless client onboarding, adoption, and expansion.
* Client Advocacy: Act as a client advocate, ensuring client needs and feedback are communicated and addressed within the company.
* Process Optimisation: Identify and implement process improvements to enhance efficiency and effectiveness in client success operations.
* Performance Metrics: Monitor and report on key performance metrics, including client satisfaction, retention rates, and revenue growth.
* Cross-Functional Collaboration: Work closely with sales, product, finance, marketing, and services teams to ensure alignment and drive client success initiatives.
* Client Communication: Ensure effective and relevant client communication via account-based marketing and other channels.
* Revenue Growth: Identify and drive upsell and cross-sell opportunities to grow revenues.
* Renewal retention: Develop strategies to minimise client attrition and drive contract renewals.
The Person:
* Experience: Proven experience as a Senior Client Success Manager/Leader in a SaaS company, with experience leading a team.
* Leadership Skills: Strong leadership and mentoring skills, with the ability to inspire and motivate a team.
* Global Experience: Experience working with global sales teams and managing clients across different regions.
* Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
* Communication Skills: Excellent written and verbal communication skills, with the ability to collaborate effectively with cross-functional teams.
* Client-Centric: Passion for delivering exceptional client experiences and driving client success.
* Technical Proficiency: Proficiency with CRM systems (preferably Salesforce) and other client success tools.
Desirable knowledge: Understanding of aviation business, aviation finance, aircraft technology, airline economics, sustainable aviation issues, and strategic consulting frameworks.