Client Services Director; Maternity Cover

Client Services Director (Maternity Cover) Yoti
• London, GB-LND, GB

Who we are

Born in 2014, Yoti is a digital identity and biometric technology company that makes it safer for people to prove who they are. The Yoti app was designed with privacy at its core, giving people a secure way to prove their identity and share third-party credentials with organisations and other people.

Today, we have over twenty million app downloads around the world. We’ve expanded our offering to a suite of business solutions that span identity verification, age verification and estimation, e-signing, AI anti-spoofing technologies and we continue to think of innovative new offerings.

From day one, we’ve been working to fix an outdated identity system. This is not a journey we make on our own but with policy advisors, think tanks, researchers, academics, humanitarian bodies, our users and everyday people. We are committed to solving identity problems through grassroots research and social purpose initiatives.

Purpose of the Role: To lead the Client Services team in Yoti, establishing the process and structures required to ensure Yoti Customers receive a high‑quality service during their technical and non‑technical interactions and maintaining strong relationships. This role is responsible for strategic oversight and operations and is accountable for maintaining a seamless, positive client experience.

Role Dimensions: Reporting to the Chief Sales Officer; managing a team of 5‑20 staff across Client, Customer Success and Integrations in the UK, US and India.

This is a 1 year maternity leave cover, upon completion, there might be a possibility of it becoming a permanent role.

Principal Responsibilities (main aspects of the role)

• Build a new department and establish OKR’s and key processes that will ensure the efficient allocation of the team's time, skills, and resources.
• This will be a senior role in the Sales/GTM function. The individual will be responsible for managing senior stakeholders internally and externally and driving significant change in the organisation.
• Set a global vision and strategic plans for the function, focusing on driving product adoption, leading a culture of positive customer experience, driving growth by encouraging full facility utilisation, and setting retention improvements.
• Structure and lead all pre‑sales, project, technical, and post‑sales success activities with our client base.
• Act as the primary point of contact for high‑profile clients, addressing concerns and resolving issues.
• Create scalable processes for managing all our Enterprise Client projects.
• Create an engaging and compelling team and culture that enables high levels of customer satisfaction.
• Provide management and mentorship to team members, complete performance reviews, provide regular feedback and guidance, address performance concerns in a timely fashion, and support career growth.
• This individual will be responsible for building on the strong Client Services foundations within Yoti and assembling a dynamic and scalable team that is capable of ensuring we deliver the right solutions and services for our clients in a repeatable, measured format.
• Drive and manage the team to help and train customers to get the most out of the Yoti product suite and improve the customer journey.
• To lead the development of any supporting content and materials internally and externally.
• To encourage customer feedback through direct questioning and/or customer surveys and report on this to PMT & CMT
• Provide in‑depth analysis and develop a suite of reports to be delivered to PMT & CMT that track operational practices, individual and team performance and give an overview of the teams' KPIs and targets.
• Be a point of escalation for any issues or questions and work closely with product teams to fix issues raised by customers promptly.

Knowledge, Skills, Qualifications and

Experience:

• 10 Years+ of SaaS Solutions and delivery experience
• Have managed multi-disciplinary teams in a service, support and/or delivery role
• A detail orientated process driven individual who is capable of creating repeatable scalable teams
• 5+ years of people management and recruitment experience
• Worki…