Client Success Director

Job Title Client Success Director

Level: Master
Location: Amsterdam
Type: Fulltime
Experience: 7+ years
Start: Immediate
Language: Business English, any foreign language skill is a plus

About Newzoo

Newzoo’s mission is to provide our clients with the best tools, data, and guidance to thrive in the games market. Driven by this, we have become a trusted partner for some of the world’s largest games, entertainment, technology, and media companies. We have also become one of the most quoted and respected brands in games data and games market research. Newzoo is seeking a seasoned and strategic Client Success Director to lead our team of Client Success Managers. The ideal candidate will have a deep understanding of the gaming industry, exceptional leadership skills, and a proven track record of driving client satisfaction and retention. As the Client Success Director, you will oversee the success team, ensuring that our clients achieve their desired outcomes through the effective use of our data and insights, and drive overall client success strategy.

Key Responsibilities

Client Success Strategy:

• Develop and implement a comprehensive client success strategy to maximize client satisfaction, retention, and growth.
• Define key performance indicators (KPIs) for the client success team and track progress towards achieving them.
• Continuously improve client success processes and best practices to enhance efficiency and effectiveness.

Client Relationship Management:

• Oversee the management of key client accounts, ensuring strong, long-lasting relationships focused on creating value for the client.
• Serve as an escalation point for complex client issues, working to resolve them promptly and effectively.
• Monitor client health and engagement, proactively addressing potential issues and opportunities.

Team Leadership and Development:

• Lead, mentor, and develop a team of Client Success Managers, fostering a high-performance culture.
• Set clear performance goals and provide regular feedback and coaching to team members.
• Recruit, onboard, and train new team members to ensure a high level of service delivery.

Cross-Functional Collaboration:

• Collaborate with sales, product development, and marketing teams to align client success efforts with overall company goals.
• Provide client feedback to internal teams to drive product improvements and innovations.
• Partner with the sales team to identify opportunities for upselling and cross-selling additional Newzoo products and services.

Performance Tracking and Reporting:

• Oversee the collection, analysis, and reporting of client success metrics and KPIs.
• Present regular reports to senior management, highlighting key achievements, challenges, and recommendations.
• Ensure the team maintains accurate and up-to-date client records in the CRM system.

Client Advocacy:

• Act as the voice of the client within Newzoo, championing their needs and priorities.
• Organize and facilitate client feedback sessions, surveys, and other initiatives to gather insights and drive improvements.

Your profile

• 7+ years of experience in client success, account management, or a related role, with at least 3 years in a leadership position in the gaming or data analytics industry.
• Strong understanding and passion for the video gaming industry.
• Exceptional leadership and team management skills, with the ability to inspire and motivate a team.
• Proven track record of developing and implementing successful client success strategies.
• Excellent interpersonal and communication skills, with the ability to build rapport and trust with clients and internal teams.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Proficiency with CRM software and other client management tools.
• Ability to work independently and as part of a collaborative leadership team.

Our offer

Be part of a fast-growing, ambitious, young, and energetic team with ample opportunities to grow within the company.

• Full-time job based in our Amsterdam office, we are a hybrid working company and value work/life balance;
• The ability to work directly with industry leaders helping to shape the future of games, hardware, media, and tech;
• Join a fast paced & fun loving company
• Personal Development Budget, opportunity and tools to develop your skills, apply your unique talents, and shape your future career;
• Be part of our unique team events, we love to spend time together, celebrate our success and do team building activities together;
• Visit important games events, stay on top the market and emerge yourself in everything gaming;
• Health benefits participation;
• Mental benefits, unlimited access to OpenUp platform that supports our mental well-being;
• Pension plan, we contribute towards your future;
• And more…

Interested?

Please upload your CV/resume and motivation letter explaining why Newzoo, what makes you perfect for this position and your quirks!