Client Success Officer Regional Manager

**About us**:
This is your opportunity to join an internationally awarded service design and digital transformation agency. At Linakis.digital, we are committed to our ongoing evolution, with the dynamic foundation of our business growth being our dedicated and skilled people. We are proud of our friendly work culture and we continually aim to create an optimal employee experience that embraces a healthy work life balance.

**Job Overview**:
The Client Success Officer/Regional Manager is responsible for ensuring the satisfaction, retention, and growth of our clients within a specified region. This role focuses on building strong relationships with clients, driving their success, and aligning the company's offerings with client needs.

Additionally, as a regional manager, he/she will oversee the regional team's performance, ensure operational excellence, and support growth initiatives within your designated area.

**Key Responsibilities**:
**Client Success Management**
- Serve as the primary point of contact for regional clients, understanding their business needs, goals, and challenges.
- Develop and implement client success strategies that promote satisfaction, retention, and expansion opportunities.
- Conduct regular check-ins with clients to assess satisfaction levels and identify areas for improvement.
- Proactively address any client issues and work collaboratively with internal teams (Product, Sales, Support) to resolve concerns and provide timely solutions.
- Educate clients on new features, updates, and best practices to maximize the value they derive from our products and services.

**Account Growth & Retention**
- Develop and manage client success plans to help clients achieve their desired outcomes with our solutions.
- Identify growth opportunities within existing accounts and work with sales and marketing teams to support upselling or cross-selling initiatives.
- Monitor and report on key client metrics, including renewal rates, churn, and net promoter scores (NPS), to gauge satisfaction and loyalty levels.
- Lead client onboarding, training sessions, and workshops to ensure smooth adoption of products or services.

**Regional Team Leadership**
- Oversee the daily operations of the regional team, ensuring adherence to company standards, policies, and performance expectations.
- Collaborate with accounting/recruitment teams regarding operations or and/to hire and onboard top talent within the region.

**Operational Excellence**
- Implement and oversee region-specific strategies to drive clients successfully and operate efficiently.
- Ensure all regional processes align with the company’s standards, regulatory requirements, and best practices.
- Track regional performance metrics, such as revenue growth, client retention, and satisfaction scores, to make data-driven decisions.
- Develop and maintain strong relationships with key stakeholders, partners, and vendors in the region to support client needs.

**Reporting & Analysis**
- Prepare regular reports on client satisfaction, account status, and regional performance metrics for senior management.
- Gather and analyze client feedback, market trends, and competitive insights to improve the company’s offerings and approach.
- Participate in strategic planning meetings, providing insights and recommendations based on regional performance and client feedback.

**Skills and Qualifications**:
**Qualifications**
- Bachelor’s degree in business administration, Management, Marketing, or a related field (master’s degree will be a plus).
- 5+ years of experience in client success, account management, or regional/project management roles, preferably in a B2B setting.
- Proven track record of client retention, growth, and operational leadership within a specified region.
- Strong leadership skills with experience managing and developing a team.
- Excellent communication, negotiation, and interpersonal skills, with a client-centric approach.
- Ability to work independently, set priorities, and manage multiple projects simultaneously.
- Proficiency with CRM software and analytics tools is a plus.
- Willingness to travel within the region as required

**Personality traits**
- ** Client-Centric Mindset**: Passionate about understanding and meeting client needs to drive satisfaction and success.
- ** Leadership**: Strong ability to motivate and guide team members toward achieving goals.
- ** Problem-Solving**: Skilled in identifying issues, developing solutions, and implementing effective action plans.
- ** Adaptability**: Flexibility to adjust strategies and approaches in a dynamic, evolving market environment

**Benefits of working with us**:

- Competitive salary and Private Medical Insurance
- Hybrid working model
- Career progression opportunities
- A spacious workplace that promotes co-creation, collaboration, and improvement
- Flexible working hours