Client Success Partner

Who we are & what we do:

Gain Theory is a leading global marketing effectiveness and foresight consultancy. We combine quality data, proprietary technology, and advanced analytics to give our clients the confidence to make better informed investment decisions that drive growth.

We deliver:

• Data strategy, harmonization, and visualization.
• Advanced analytics and modelling, including MMM (Marketing Mix Modelling), attribution and unified measurement, testing, segmentation, behavioural sciences, choice analytics, simulation, war gaming and forecasting.
• High-touch consultancy that includes bespoke roadmaps, training and education, industry benchmarking and activation planning.

At Gain Theory, we love accelerating growth for our people. As a Gain Theorist, you will need to demonstrate behaviours which support our values.

Our values are: Be Curious, Be Positive, Act with Consideration and Make it Better. You can read more about our values here: www.gaintheory.com/our-culture-people-and-value 

Role Description:

The Client Success Partner is a key leadership role within the Client Success Team, responsible for driving client satisfaction, profitable client revenue growth, and team satisfaction. The CS Partner leads a team of Client Success professionals, serving as a strategic advisor and trusted partner to senior client stakeholders. This role requires a data-driven and results-oriented individual with exceptional communication, leadership, and problem-solving skills.

Key Activities & Accountabilities:

Delivery:

• Leads team to manage all projects to time, scope, and budget. Highlights any risks to Squad Lead.
• Leads team to put in place robust quality assurance techniques to ensure work going to clients is right first time.
• Uses data and analytics interpretation skills to bring insights to life for a senior (C-suite & -1) audience.
• Is a strong data storyteller who can explain complex insights at a simple, impactful level to a senior audience. Inspires others to become better storytellers.
• Drives usage of Gain Theory Interactive when in scope, highlighting any bugs or enhancements to the GTI team and monitoring usage to ensure clients are getting value for money.
• Leads team to follow Operational Excellence process, ensuring full adherence and reports on why where the process has not been followed.

Financial

• Achieves client growth targets as set out at start of year with Client Centre of Excellence, Squad Leads and EXCO. Manages and reports on any risks to hitting targets and looks for opportunities consistently across solutions, geographies and brands.
• Leads initiatives to drive value for clients, moving from identification to recognising value, working with senior clients to unblock any hurdles to driving said value. Reports value back to business at a good cadence and uses value information in client renewals.
• Monitors client PBOP and makes decisions to drive this towards target, through raising revenue, running more efficient processes, or tighter management of scope.
• Understands how actions they take will impact overall Gain Theory profitability and looks to make the right decisions towards this at all times
• Leads new business pitches, with support from Growth team and Squad Lead. Does so following OpEx process to ensure effective outcomes.

Client Leadership

• Manages against SOW to ensure limited scope creep and slippages. Highlights issues with ELT & Squad Lead.
• Builds plans to drive higher client satisfaction across every metric, highlighting key issues to ELT in order to drive continuous improvement.
• Leads stakeholder mapping process, and builds plans to increase number of stakeholders, levels of influence and advocacy. Judiciously uses squad leads and EXCO sponsors to help achieve goals.
• Has in place a thorough and robust client risk mitigation process to highlight any serious issues early and build plans to mitigate.

Thought Leadership

• Has sufficient knowledge of Gain Theory solutions, systems and ways of working to have a healthy conversation with a client in any aspect of Gain Theory's offering.
• Maintains a solid understanding of their clients' industries, keeping up to date with key trends and seeking opportunities for growth.
• Maintains a good understanding of the marketing effectiveness industry, assessing for threats, challenges and opportunities that said industry presents to client relationships.

Values and Behaviours

• Lives and breathes Gain Theory values. Is an inspiration (in values) for the whole team.
• Is an inspirational leader for Client Success and all other areas of Gain Theory's business.
• Drives initiatives to improve Client Success team satisfaction within squad. Understands what drives employee satisfaction and looks to make things better for all.
• Facilitates collaborative learning and knowledge sharing to boost team capabilities.

KPIs and Success Factors:

• Client Satisfaction: Performance, Preference and Likelihood to Recommend​
• Net Sales Growth​
• Active Client Stakeholder #s​
• Influence of Client Stakeholders​
• Value Generated for Clients​
• Client Advocacy (willingness to enter awards, provide references, awards)​
• Average Annual Client Size​
• Client Success Employee Satisfaction

Key Relationships:

• Clients
• Client Success Group
• Executive Leadership Team
• Data, Analytics and Operations Practice Areas
• New Business and Strategy

What you can expect: 

• Your opportunity to work with some of the most respected brands across the world. 
• Opportunities to accelerate your learning, development and career growth, through best-in-class learning, training and development tools, resources and opportunities.
• Recognition & Reward for colleagues that go above and beyond in living our values.
• Hybrid working that works for everyone.
• Best-in-class, colleague-lead Employee Resources Groups (ERGs) – like Roots, SoCo, Lumena, SpoCo, CSR – who run lead events and activities throughout the year.
• Fantastic social events, Inclusion & Diversity activities throughout the year.
• Private medical insurance.
• Group Life assurance.
• Market-leading family friendly policies.
• Generous pension plan.
• Generous holiday entitlements.
• Birthdays off.
• Additional days off between Christmas and New Year, so colleagues can spend quality time with their loved ones.
• Generous Refer a Friend Scheme.
• Season Ticket Loans.
• Cycle to work Scheme.
• Robust Mental Health & Wellbeing support.
• In addition, being part of VML and WPP means we have access to incredible discounts with 100’s of leading retailers and much more and importantly best in class learning & development programmes, growth opportunities and thought leadership.