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About the role
Are you ready to make a lasting impact? As our new Client Success Director, you’ll lead in delivering top-tier consultancy services to our key clients, overseeing technical aspects of contracts, and ensuring exceptional service.
This dynamic, fast-paced role requires your expertise as a health and safety/fire safety consultant (or relevant technical knowledge). You’ll work closely with property management clients, building strong relationships and being their go-to for health and safety matters. You’ll act as a bridge between clients’ Health and Safety teams, Facilities Managers, and our internal teams, including Service Directors, Team Managers, Technical Managers, Consultants, and our Helpdesk team.
You will balance business administration with strategic responsibilities, ensuring timely service delivery within budget and profit targets, identifying upselling opportunities, and managing client relationships professionally. Responsibilities include drafting fee proposals, reviewing pricing strategies, and managing debt seamlessly to foster long-term success.
This role offers the opportunity to influence client outcomes and shape our consultancy services' future. If you’re ready to make a difference and thrive in a leadership position, we want you on our team!
What you’ll be doing
1. Handle client inquiries and direct communications.
2. Maintain regular contact to understand needs, expectations, and feedback.
3. Keep the Client Success Officer updated on client-specific developments.
4. Attend client meetings independently or with colleagues.
5. Develop client accounts proactively by offering additional services.
6. Inform clients of high-risk issues per protocols.
7. Oversee QA procedures to ensure reports meet standards and legislative requirements.
8. Implement and monitor quality KPIs.
9. Ensure SLAs are met by coordinating with scheduling teams.
10. Guide the issuance of client protocols and brief teams accordingly.
11. Manage technical responses to H&S/Fire enquiries and updates.
12. Familiarize with relevant software and client modifications.
13. Coordinate with the software team for issue resolution and enhancements.
14. Work with Service Directors to ensure service consistency.
15. Support new staff in gaining client account knowledge and identify training needs.
16. Collaborate on producing and analyzing client reports.
17. Monitor Helpdesk task progress and update training materials.
18. Coordinate client training sessions and assist in delivery.
19. Manage direct reports as needed.
20. Periodically undertake consultancy services.
21. Support development of internal safety systems.
22. Assist in mobilizing new contracts.
23. Update company forecasts regularly.
24. Coordinate with Finance on debt management and review fees annually.
25. Provide quotes for complex sites and new mobilizations.
26. Report and address client feedback, including surveys.
27. Coordinate with external bodies and ensure timely payments.
28. Prepare agendas and minutes as required.
Candidate profile
We value approachability, optimism, solution focus, and excellent communication skills. The ideal candidate will demonstrate mental agility, proactive problem-solving, and a 'can-do' attitude. Essential qualifications include:
* NEBOSH H&S Diploma or equivalent, with at least 5 years’ experience advising on H&S, Fire Safety, Asbestos, or Legionella.
* Strong client success background.
* Proficiency in MS Office (Excel, Word, PowerPoint).
* Ability to work independently and proactively.
* Willingness to travel (approx. 60% home-based).
* Excellent verbal and written communication skills, capable of engaging stakeholders at all levels.
Desirable skills include delivering training courses and knowledge of FM/property management.
What we offer
* Salary: £45k + £5.5k car allowance + bonus
* Location: Home-based with travel as needed
* Annual Leave: 25 days + bank holidays
* Wellbeing: Health cash plan, gym discounts, cycle scheme, employee assistance
* Financial: Pension scheme, shopping discounts
* Family: Enhanced family leave policies
* Community: Volunteer days, holiday swaps
* Social: Annual conference, social events
* Development: Support for professional memberships, online learning resources
Additional details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Customer Service, Consulting, Administrative
* Industries: Business Consulting and Services
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