You will develop, oversee, guide, and expand the client service department at Invisible in your role as Head of Client Service. By creating the systems to monitor the condition of our book and reimagining and managing the client journey from beginning to end, you will establish Invisible's approach to fortify, safeguard, and maintain our client relationships. World-class account managers who are highly specialized and consultative in their relationships will be identified, managed, and developed by you.
Responsibilities include, but are not limited to:
Develop, manage and scale a large-scale Client Service organization and complements our existing operational delivery functions.
Reimagine the client journey end-to-end, and and develop the frameworks and strategies for overseeing their experience, service levels, and engagement
Collaborate with cross-functional teams, such as Product, as the voice of the customer to adapt our client-facing offerings, products, reports, and user experiences
Lead (identify, manage, develop) senior account managers with goals and incentives to retain and expand our large expertise accounts
Create Client Services tools and metrics to manage the book systematically, ultimately to perceive and maximize profitability, client satisfaction, and retention
Partner with Growth to GTM in new industry verticals
Qualifications:
10+ years experience scaling a large, Client Service function (or similar) at a hyper-growth organization functions, ideally scaling beyond $100M ARR to ~$500M in ARR
Experience leading a large-scale function within a fast-paced, scaling company, ideally within technology-enabled professional services, and/or consulting
Demonstrated experience in designing and setting commercial strategy, including designing systems to forecasting risks, developing account strategies, and navigating complex enterprise contracting.
Executive-level operating manager, with the ability to manage world-class relationship and account managers who are experts in their craft; serve as an escalation point to proactively anticipate and navigate client-related needs.
Proven success in managing sophisticated, technical customers at scale in client service or account management roles, with a track record of upsell and expansion.
Highly professional, with excellent written and verbal communication skills, meticulous attention to detail and effective prioritization, comfort engaging at all executive-levels.
Compensation & Benefits:
Compensation Breakdown
Base: $185k
Target Cash Bonus: $100k
Equity*: $61k-$153k
Total Comp: $346k - $438k = $285k Max Cash + ($61k-$153k Equity)
*Equity value based on $200M-$500M valuation range, and represents 1 year of vesting.
Total equity grants are on a 4-year vesting schedule with a 1-year cliff.
Flexible, remote work schedule, during US hours (ET/PT)
Unlimited Vacation Days
This role may require light travel (<1 week/month), like Sales + Partnerships
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