Client Success Director

Why Flexciton

Join Flexciton, where innovation meets inspiration in the heart of the semiconductor industry. We're pioneers in the 4th industrial revolution, crafting cutting-edge AI solutions tailored for manufacturing. Our customers are global leaders, reshaping the semiconductor landscape, delivering billions of dollars of chips across the globe.

Our state-of-the-art technology is redefining semiconductor manufacturing, leading to unparalleled efficiency, sustainability, and performance. Semiconductors are the cornerstone of tomorrow, integral to innovations in everything from automobiles to space exploration.

At Flexciton, we're on an exhilarating upward trajectory, with our solutions increasingly critical to the productivity of the world’s most advanced semiconductor facilities. Come join us and be a part of our journey.

About the role

Client implementation services (80%)

• Building and leading high-performing teams of implementation leaders and technical experts.
• Developing and nurturing talent within the organisation, providing mentorship and training to enhance skills and capabilities.
• Efficiently allocating resources to projects based on skills, expertise, and project requirements.
• Monitoring client satisfaction through feedback mechanisms and implementing improvements based on feedback.
• Collaborating with executive leadership to develop your functional plan in line with our overall business strategy.
• Identifying opportunities to expand service offerings, enter new markets, or enhance existing services to meet changing client needs.
• Overseeing project management processes to ensure timely and quality delivery of projects.
• Continuously improving operational processes to enhance efficiency, reduce costs, and increase overall service quality.
• Proactive identification and mitigating risks associated with service delivery, ensuring projects are delivered on time and within budget.
• Facilitating effective communication between different departments, ensuring alignment on goals and strategies.
• Manage implementation teams globally and ensure that we have the right processes throughout the client team for consistently delivering projects efficiently (on time and on scope) and effectively (KPIs).
• Design a scalable implementation model for the purposes of headcount and margin management.
• Responsible for ensuring the Client team is managing client requirements strategically – pushing back on non-essential scope to meet targeted client KPIs and finding pragmatic solutions where appropriate.

Client Success (20%)

• Collaborating with sales teams to identify upsell and cross-sell opportunities, contributing to revenue growth.
• Collaborating with sales, marketing, and product development teams to ensure a unified approach to client engagement and service delivery.
• Ensure existing clients are meeting their investment success criteria, expand their usage of our software and act as highly positive ambassadors/referees.
• Ensure appropriate and proactive measurement of client sentiment and satisfaction, as leading indicators towards achieving retention and expansion goals.
• Develop systems and procedures for engaging with clients, and for clients to engage with us.
• Execute a disciplined management of the client life cycle, such as weekly calls, MBRs, QBRs and ABRs as appropriate and effectively managing client communications and escalations.
• Responsible for ensuring high quality client technical support in collaboration with the engineering support team.
• Manage and develop processes for areas like bug reports, enhancement requests, help queries and client feedback.
• Effective coordination with other teams in the company to ensure both clients and internal stakeholders are well educated on new features and products.
• Responsible for ensuring we have the right tools and making a case for purchasing any relevant systems in future.

What we are we looking for

• Ability to inspire and lead teams, fostering a culture of client management excellence and internal collaboration.
• A forward looking mindset to contribute to the development and execution of our strategic goals.
• Strong interpersonal skills to build and maintain client relationships.
• A keen eye for operational efficiency, process optimization and risk management.
• The ability to develop and manage budgets, forecast financial performance and steer towards financial objectives.
• Clear and effective communication both internally and with clients.
• Ability to proactively identify and solve complex problems
• Capacity to adapt to changing market conditions, evolving client needs and industry trends.

Desired candidate profile

• STEM degree from a reputable institution.
• Excellent software data and integration skills.
• Expertise in enabling client change management.
• Scrappy manager with experience in scaling client success teams ideally from 5 to 20+ people within technically advanced SaaS domain, preferably DeepTech. Consulting experience is a plus.
• Proven experience in having developed and implemented scalable processes and team enablement.
• Experience in managing projects on a time and materials basis and enabling of T&M based services delivery models.

Benefits

• Stock Options so when we make it big - so do you!
• L&D Opportunities
• We are determined to continuously develop ourselves, our company and our teams. We have a £500 training allowance for every employee. We also have our mini library where we keep adding books every week. We want to be able to create as many opportunities for our teams' growth
• Hybrid working model of 3 days in the office (Monday, Tuesdays and Fridays) and 2 days working from home
• Breakfasts and Snacks Our office is stocked with snacks, drinks, fruits, cereal
• Monthly lunches in the office
• Health cash plan
• Annual Team Trip Every year, we take our team to an annual retreat where we have strategy workshops, foster our culture and do lots of fun activities.
• Additional day of holiday every year (up to 30 days) after two years of service.
• Discounts with BHN extras perks Get discounts on brands, cinema tickets, shopping, travel and many more!
• Season Ticket Loan/Cycle to Work Scheme
• 2 Weeks Work From Anywhere Policy