Head of Client Success

The Opportunity:

The Head of Client Success is responsible for building and leading the transformation of a highly passionate team to deliver exceptional business outcomes for our ACA customers. The ideal candidate for this role has exceptional leadership skills, deep knowledge of CS best practices and strong collaborative skills, working with our Account Executive teams to optimize performance objectives.

 

What you’ll do: 

• Define and execute the CS Team’s vision and operating model for all customer segments.
• Leverage expert CS knowledge to implement best practices and develop strategies to ensure exceptional customer experiences at every touchpoint.
• Conduct regular meetings to review performance metrics, address concerns and to ensure all team members are informed of updates and changes to processes or policies.
• Set clear goals, expectations, and KPIs for the team to achieve outstanding customer support outcomes.
• Analyze data and current processes to maximize existing successes, continuously optimizing process improvements driving to better outcomes and developing opportunities for further scale.
• Coach and mentor team on navigating complex deals, renewals, and client relationships.
• Collaborate with cross-functional teams to advocate for customer needs or issues to improve the customer journey.
• Stay informed on market trends, industry developments, and competitors to identify opportunities or threats.

                                                                                                

 

To Qualify for the role, you will have:  

• Master’s and/or bachelor’s degree in business, marketing, or a related field (or equivalent experience)
• 10+years of experience in client success, account management or a related role

 

Skills and attributes for success: 

• Proven experience in a leadership role within a client success, customer service, or related field.
• Strong entrepreneurial mindset with a track record of driving innovation and process improvements.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal teams.
• Proficiency in data analysis and familiarity with customer support software and CRM software and sales tools.
• Exceptional problem-solving abilities and a customer-centric approach.
• Ability to adapt to a fast-paced, dynamic environment and lead change initiatives.
• Results-driven, with a demonstrated ability to meet and exceed performance targets.

 

 

What working at ACA offers: 

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.  

 

About ACA: 

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape. 

 

What we commit to: 

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.