ABOUT US About JustPark JustPark, established in 2006, is the UK’s favourite parking app, parking a car every 2 seconds and processing £100m of parking income for our partners each year. With 13 million drivers and more than 250,000 spaces, we’re proud to work with some of the UK’s biggest Local Authorities, hotel chains and car park operators. JustPark markets and monetises both unused residential driveways and under-utilised car park capacity, benefitting drivers and creating revenue for space owners. Uniquely in the industry, we focus on both the driver and the operator experience to make parking better for all stakeholders. In addition to working with traditional parking real-estate, we also work with 10,000s of independent landlords and small businesses. We pride ourselves in our ability to provide exceptional service, a smooth onboarding process and being on the cutting edge of innovation. About ParkHub Founded in 2010, ParkHub is the US’s leading event parking technology provider powering the largest venues and stadiums. This includes over 70% of pro-sports teams and managing over $3bn in revenue on their platform. ParkHub is optimising the world’s journeys by providing cutting-edge enterprise technology to support the global parking industry. The company’s products offer contactless payment options, real-time operational data, robust performance analytics, and leading integrations with ticketing and parking reservation providers. Our merged organisation Following the merger in April 2024, JustPark and ParkHub now form one of the largest parking organisations globally, serving over 20 million drivers and more than 500 B2B customers, with a combined booking volume exceeding $1 billion. Whereas before, JustPark was purely an expert in consumer parking reservations and on-demand payments, as a combined business we are now also market leaders in providing best-in-class venue and event parking management services and business intelligence. This makes 2024 a hugely exciting time to join our business and we are looking for new team members that will help us execute on the opportunity now in front of us. ABOUT THE ROLE The Director of Client Success – Reservations is a strategic leader responsible for driving client satisfaction, operational success, and adoption of Reservations and On-Demand product solutions. This senior role oversees the Reservations and On-Demand Client Success function, ensuring that processes, strategies, and team efforts align with the company’s growth objectives. With a focus on innovation, operational efficiency, and long-term client relationships, the Director ensures JustPark remains a leader in delivering value-driven solutions. This role involves overseeing a team of Client Success Managers, providing high-level guidance, and acting as the executive escalation point for complex challenges. It also requires collaborating with senior leadership to align client success strategies with broader organizational goals. Responsibilities Strategic Oversight and Leadership Develop and implement long-term client success strategies that drive growth, retention, and customer satisfaction Oversee the Client Success function, providing direction, mentorship, and performance management for the team Establish and track organizational KPIs to ensure client success efforts are delivering on company objectives Collaborate with senior leadership to align Client Success strategies with revenue, product, and operational goals Operational Excellence Lead efforts to refine and optimize processes for onboarding, adoption, and client engagement Act as the executive escalation point for complex client challenges, ensuring rapid resolution and strategic alignment Monitor market trends and emerging technologies Client Advocacy and Engagement Champion the voice of the customer across the organization, influencing product roadmaps and operational priorities Work collaboratively with Commercial and Account Management functions to conduct client business reviews to strengthen relationships and align on long-term strategies Develop frameworks to measure and communicate ROI, ensuring clients recognize the value of JustPark solutions Team Development Build a high-performing team culture focused on excellence, accountability, and continuous improvement Mentor Client Success Managers (CSMs), equipping them with the skills to manage operational details, escalations, and client engagement independently Promote a customer-first mindset across the organization, fostering collaboration among cross-functional teams Requirements Operational Skills: Process Optimisation: Proven ability to design, implement, and refine workflows to improve efficiency and effectiveness. Escalation Management: Skilled in resolving complex operational and client issues swiftly and tactfully. Project Management: Strong capabilities in planning, coordinating, and delivering projects on time and within scope. Performance Metrics and KPIs: Experience establishing and monitoring key performance indicators to drive success and accountability. Technical Integration: Knowledge of system configurations, integrations, and operational setups within technology-driven environments. Competencies: Analytical Thinking: Ability to evaluate data, diagnose problems, and implement actionable solutions. Leadership and Influence: Strong capacity to inspire teams and collaborate effectively with senior leaders and stakeholders. Communication Excellence: Exceptional verbal and written communication skills to articulate ideas clearly and build strong relationships. Customer-Centric Mindset: Deep commitment to understanding and meeting client needs while delivering tangible value. Adaptability: Resilience and flexibility to navigate a fast-paced, ever-evolving industry landscape. Strategic Vision: Capability to align operational initiatives with broader organisational goals and long-term strategy. Qualifications & Experience: 10 years of experience in client success, operations, or account management, with a focus on technology-driven solutions. Strong expertise in client onboarding, operational management, and product adoption strategies. Exceptional problem-solving skills and ability to manage escalations with composure and efficiency. Proven leadership experience with a track record of building and scaling high-performing teams. Strong knowledge of the parking technologies sector and related operational environments is highly desirable. Benefits We trust you to know what’s needed to get the job done. That's why we work on a hybrid basis (with 1/2 days in the office and Tuesdays & Thursdays being our 'anchor days'), and we’ll work with you to make sure you have the right kit and the right environment for you to succeed. Plus we know it's not all about work Check out some of the great benefits to joining the JustPark team below: Investment in YOU and your wellbeing: Private Medical Insurance in partnership with Vitality. You’ll gain access to their rewards platform with discounts to top retailers including Apple, Peloton and more Life Assurance in partnership with YuLife Gym membership discounts and fitness rewards Employee Assistance Provider - offering you (and your family) free confidential support and advice (e.g. counselling, legal or financial advice) for when you need it most 24/7 virtual GP access Simplifying journeys so YOU can breathe easier: Cycle to Work scheme - a highly tax efficient way to purchase your new bike £50 per month parking credit Recharge your batteries: FREE restaurant-quality lunch cooked by our very own chef and longest-standing employee (Julie). Take time out to enjoy lunch with the wider team and check out her repertoire HERE. Taking time off work to relax and recharge is important, that's why we have a generous holiday policy in place of 25 days, plus bank holidays PLUS your line manager has the ability to grant an additional 5 days (prorated) We look out for your family: Childcare benefit in partnership with Koru Kids (up to £100 a month) Enhanced Maternity and Paternity policies, plus a host of other family-friendly policies Look after the pennies to grow the £££’s: A salary exchange pension scheme, helping to look out for ‘the future you’ A generous ‘refer a friend’ scheme of £1000 per successful recommendation. Great people tend to know great people, so why not refer them to join for the ride Success is best when it’s shared We love sharing in the success, therefore the whole company goes away once a quarter to learn about our goals and have an afternoon of fun team building Each department gets a budget of £50 per head every 6 months - relax and enjoy some time out of work with your colleagues