Client Service Lead, North America

As a Client Service Lead at Next Matter, you'll manage a portfolio of accounts ensuring success at every stage—pre-sales, onboarding, and post-sales. Your responsibilities include participating in deal teams to create custom proposals and conducting quarterly business reviews to identify further growth opportunities. You'll also lead implementations and work closely with our Product team to harness innovative solutions.

To excel as a Client Service Lead at Next Matter, you'll need experience in operations, digitization, or project management. While familiarity with financial services or retail is a plus, it’s your strong technical acumen and data-driven communication skills that will set you apart. We're looking for seasoned professionals with a background in top management consulting or entrepreneurial experience in B2B SaaS.

Next Matter values diversity and promotes an inclusive environment where every employee can thrive. As a remote-first company, we believe in flexibility and independence, giving you the autonomy to manage your work-life balance. With a passionate and skilled team, we aim to create a supportive atmosphere where you are encouraged to share ideas and grow.

At Next Matter, we are dedicated to your professional development, offering a learning budget of 1,000 EUR per year. You will have opportunities to influence significant projects and lead initiatives that impact our business. Additionally, you'll work closely with senior management, allowing you to gain insights and grow within the company.

Next Matter embraces a remote-first approach, ensuring you have everything you need for a productive workspace. You will receive state-of-the-art equipment, including an Apple MacBook or Lenovo machine, and a one-time home office stipend to enhance your remote setup. Flexibility in working hours allows you to thrive in a way that fits your lifestyle.

I have spent several years in operations and project management, focusing on client relationship management and service delivery. At my previous role, I successfully coordinated teams to implement technical solutions to streamline processes, which directly improved customer satisfaction. My technical acumen aligns with Next Matter's requirement for a strong understanding of tech stacks and APIs.

To effectively manage multiple client accounts, I rely on a combination of tools and techniques such as creating detailed project timelines and utilizing task management software. I also establish clear communication with clients to set expectations on deliverables and timelines, ensuring that I focus on the highest impact tasks daily.

In conducting business reviews, I value preparation and data analysis. I begin by gathering recent performance metrics and feedback from clients to contextualize our discussions. I aim to identify growth opportunities and address any concerns, ensuring the meeting is collaborative and constructive.

Should a project fall behind schedule, my initial step would be to analyze the bottlenecks causing the delay. I would communicate transparently with the team and stakeholders to realign expectations and adjust deadlines if necessary. Importantly, I would implement strategies to mitigate future delays, ensuring we stay on track moving forward.

Supporting a new team member involves thorough onboarding and consistent mentorship. I would provide resources, share best practices, and set aside regular check-in meetings to address any questions they may have. Encouraging open communication will help them integrate faster and feel more confident in their role.

I regularly engage with industry publications, attend webinars, and participate in professional networks. Following thought leaders on social media and joining relevant groups helps me stay informed on emerging technologies and practices that can benefit my role as a Client Service Lead at Next Matter.

Creating custom proposals involves understanding the specific needs and goals of each client. I utilize a consultative approach, conducting thorough research with stakeholders to gather requirements. Then, I draft proposals that highlight our solutions' benefits, showcasing tailored outcomes and demonstrating how they align with client objectives.

In my previous position, I led the implementation of an automated workflow solution for a key client, which involved coordinating cross-functional teams. The project required aligning technical aspects with client requirements and resulted in a 30% increase in operational efficiency, greatly enhancing their service delivery capabilities.

I view critical feedback as an opportunity for growth. I listen actively, acknowledging their concerns before addressing the issues directly. I then collaborate with clients to find solutions, ensuring we take proactive measures to improve their experience moving forward, thereby reinforcing trust and partnership.

I would focus on key performance indicators such as customer satisfaction scores, account growth rates, and implementation timelines. Additionally, measuring the success of projects through feedback and monitoring service usage patterns can help ensure we continually meet and exceed client expectations at Next Matter.