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Head of Client Experience

Head of Client Experience

Client Experience
London
Full-time

Ground Truth Intelligence is the global platform for due diligence and investigations. Based in Shoreditch, London, we are a dynamic tech start-up with big ambitions for transforming research in the corporate intelligence world.

We are seeking a Head of Client Experience to join us in London. The Head of CX will be responsible for leading a team of customer experience professionals and ensuring that all customer-related activities are aligned with the company's overall business goals. They will work closely with other departments, such as commercial and product, to develop and implement strategies for improving customer satisfaction and driving revenue growth.

The ideal candidate for this position will be obsessed with clients’ satisfaction, and have extensive experience in customer experience management, with a proven track record of success in improving customer satisfaction and retention. They will have strong leadership skills, with the ability to motivate and guide their team to achieve company objectives. They will also have excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with customers and stakeholders.

Key Role Objectives:

- Improve customer satisfaction and retention through effective management and understanding of customer needs.

- Drive revenue growth by proactively managing accounts and ensuring on-time project delivery.

Key Responsibilities:

- Ensuring all clients have an amazing and successful experience on our platform, including user onboarding and training

- Continually improving existing processes and designing new ones to achieve team and business objectives

- Proactive client relationship management through cooperation with the Account Management team

- Complex project scoping and assignment consultation from a content and pricing perspective, including pre-sales support for complex and large projects

- Leading a team to provide best-in-class customer support and quality assurance of delivered reports

- Close cooperation with Knowledge and Network teams to ensure quality and consistent research from Network Partners

- Being the voice of the customer in the room

- Other responsibilities as required

Key requirements and characteristics:

- Significant project and client relationship management experience

- Customer-centric and commercial mindset

- 5-12 years of professional experience, including team management experience

- A demonstrable interest in technology and its application to investigations

- Excellent verbal and written communication skills

- A dynamic and innovative approach to work

- Problem-solving skills and the ability to adapt, think creatively, and laterally

- Right to work in the UK,

- Experience working in a high-growth/startup environment

We are committed to equality of opportunity and welcome applications from all sections of the community.