JOBS

Head of Client Experience - Fintech

Toronto (ON) Both (on-site & remote)
Opportunity Number: 2065948
Duration
Permanent
IndustrySpecialization
Information TechnologySales
LanguageSecurity Clearance
English verbal and writtenNot required
Start PeriodDate Posted
Two weeks +Friday, November 19, 2021
Job Description

Our client a exciting and quickly growing startup in the Fintech industry is looking for a Head of Client Experience to build and lead their Client Success department.

Roles and Responsibilities

  • Develop and implement a a team and department including but not limited to client experience and client service strategy, programs, policies, and standards
  • Define and Optimize processes and workflows to enable customer experience strategy. Create governance structure to manage and supervise
  • Manage the end-to-end process of guiding businesses through workshops & ideation sessions to solve sophisticated customer problems
  • Advising the CEO on strategy and growth from a client experience perspective
  • Overseeing and growing a team of project managers, client implementation specialists and client service professionals
  • Overseeing quality of client interactions
  • Responsible for the retention, growth, and expansion numbers tied to our portfolio
  • Partnering with the Learning department to ensure your vision is taught from the start of all new hires
  • Engage directly with clients including managing client escalations
  • Create and facilitate employee development plans, coaching and training, hiring, performance measurement, and individualized strategy plans
  • Partnering closely with sales and business development to strategize and implement growth plans


Qualifications and Experience
Must have:

  • 5-10 years of client experience experience in a Fintech or Financial Services environment
  • Experience leading teams of 15+ people at the director level
  • Proven track record starting or significantly growing client experience teams and departments
  • Excellent leadership skills
  • Experience working in a start up environment considered a STRONG asset
  • Strong capability with MS Office Suite and CRM systems
  • Ability to travel within Canada and the US

Apply today!

We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
Merci de l’intérêt que vous manifestez pour ce poste. La description du poste nous a été fournie en anglais par notre client. Si vous souhaitez passer l’entrevue avec nous en français ou fournir votre CV en français, nous vous confierons à une personne de notre équipe qui parle français.

Opportunity Number: 2065948

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