Head of Client Services in SUSO PL sp. z o.o.

SUSO helps clients to  S tand  U p and  S tand  O ut from the competition. We accelerate business growth by delivering agile, technical & data-driven SEO strategies.

Our approach is based on a set of core values: Ambition, Creativity, Critical Thinking, Dedication & Empathy.

We are SUSO. We are SEO.

A People First Approach:

We promote a People-First culture. That's why we follow regular one-on-one meetings with Team Leaders, develop careers based on flexible competency matrices, and use a renowned goal-setting OKR (Objectives Key Results) framework. 

It allows each of us to grow fast and contribute to the success of our company.

We are a team of people from five continents, ten countries and multiple languages, cultures, religions, and cuisines. Empathy, Respect, and Independence are our core values. While being professional, we simply like working together.

Sounds interesting? Don't stop reading as we are looking for a Head of Client Services to join our team.

As a Head of Client Services, you will:

• Lead and manage a 8 person (and growing) account management team, providing guidance and coaching to ensure the team is meeting performance goals and delivering high-quality service to clients.
• Oversee client retention revenue metrics and report back to senior management team.
• Support on client calls, address client complaints, unearth & rectify issues before they become problematic.
• Gather client feedback, present to leadership team and create initiatives to improve client experience. 
• Find upsell opportunities and negotiate campaign pricing.
• Build strong relationships with key clients.
• Collaborate with the sales team to identify opportunities.
• Monitor and analyze client performance data, identifying trends and areas for improvement to drive client success.
• Partner with the operations team to ensure delivery of high-quality SEO services that meet client needs and expectations.
• Ensure that all client communications and interactions are professional, timely, and accurate.
• Develop and maintain account management policies and procedures, ensuring compliance with company standards and best practices.
• Work closely with the Head of SEO, Head Of Content, Head Of Link-building and to ensure alignment between teams.
• Stay up-to-date with industry trends and best practices to ensure that our team is delivering cutting-edge solutions to our clients.

What we offer:

• Starting salaries of 20 000 - 30 000 PLN net +VAT on B2B contract or 16 600 - 24 900 PLN gross on Contract of Employment.
• Flexible working hours and the ability to work fully remotely if preferred.
• Access to the cafeteria system.
• Private healthcare provided by Medicover and Multisport packages.
• Bonus Programs: Annual Salary Review, Task Bonus, Profit Sharing, Employee and Client referral program, Loyalty Bonus.
• Many learning opportunities to deepen your skillset and to support your professional growth — we have a dedicated career plan for all roles in our company.
• Vibrant workplace culture with many different community events throughout the year.
• Working in an English-speaking environment.
• Birthday's off and volunteer time off.

Job requirements

Must have:

• C1 level or native English, both written and spoken.
• Minimum of five years working in a specialist SEO agency or digital marketing agency with SEO service included.
• Minimum of three years experience dealing directly with UK or USA clients in a role within sales, customer success or account management.
• A wide range of expert-level knowledge and skills related to customer relations, negotiation and sales.
• Proven track record of success in managing client relationships and driving revenue growth.
• Strong financial acumen, with knowledge of P&L and important metrics such as LTV, AOV, and CAC.
• Advance knowledge of SEO best practices and how they can be applied to client accounts.
• Familiarity with content audit creation and planning, and understanding of the relationship between content and keywords.
• Experience working with outreach/PR teams to execute link building programs.
• Ability to develop and implement strategies that optimize processes, improve client success, and automate internal procedures.
• Excellent communication skills, with the ability to communicate effectively with clients, team members, and executives.
• Strong leadership skills with the ability to motivate and inspire team members.
• Proactive in identifying areas of improvement and creating personal learning roadmaps and effective training programs for team members, conducting regular performance reviews.
• Exceptional analytical and problem-solving skills with the ability to work with large data sets, conduct technical audits, and diagnose issues. 
• Superior organizational and time-management skills, with the ability to manage multiple projects and priorities simultaneously.
• Experience with CRM tools and project management software.

Nice for you to have:

• Experience working with C-level clients.
• Experience with sales and marketing automation tools.
• Experience working in a remote or distributed team environment.
• Experience in developing and delivering training programs for account management teams.
• Understanding of website design and development processes.

Our recruitment process:

1. Screening Call - an introductory call where you'll get to know more about us as a company and we’ll get to know more about you.
2. Recruitment Task - a quick test of your ability that will give us an insight on how you operate. You will be asked to carry out a typical problem you might face in your day to day task.
3. Team Leader Interview - final interview with your prospective Team Leader where you'll discuss the results of the previous steps and the position in detail.
4. Feedback - we will inform you with the results of the recruitment process.