Client Success Executive

About Block

We are an IT innovation business, offering expert consultancy, business transformation and managed services that empower clients to do great things. We're passionate and enthusiastic about what we do, and we use our expertise along with our technical capability work in partnership with our clients to help increase productivity, accelerate growth and deliver outstanding user experiences through our technology and service propositions.

The Oppotunity

The Client Success Executive will proactively manage the day to day relationship, driving value realistaion and service adoption with Block's small-medium clients. This is primarily accomplished through the successful execution of customer success plans that accelerate end-user adoption and the consumption of the solutions in which they have invested.

Role Responsibilities

• Responsible for Block's key clients throughout their lifecycle in a trusted advisor role
• Work with clients to define a Success Plan with meaningful KPIs, to track progress towards achievement of desired outcomes
• Nurture relationships with client stakeholders into one of advocacy, by identifying opportunities to improve their metrics and drive more value for them through their partnership with Block
• Ensure service and support renewal rates are high due to excellent client satisfaction and service adoption
• Educate clients on the value they can generate from their technology investments and ensure they employ best practices and their solution is optimized for maximum value.
• Communicate value of new functionality as it relates to unique client goals, use cases, and opportunities
• Regularly track the overall health of your accounts and identify solutions to proactively anticipate client needs and identify industry trends
• Serve as an escalation point for service issues that impact client success

Skills, Knowledge & Experience

• Previous experience in IT services industry in a customer-facing role
• Good understanding of service methodologies and approaches e.g. ITIL
• Excellent verbal, written communication and presentations skills together with the ability to deliver customer presentations

What you need to do now

If you are looking for a challenging role and want to be part of a growing & innovative company . . . . Click "apply" now.

To be considered for this position, you must have full rights to work in the UK

BLOCK is an equal opportunities employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. This person specification is designed to help members of Interviewing Panels judge the qualities of interviewees in a systematic and consistent way and in accordance with BLOCK's equal opportunities policy.