Create our SaaS clients onboarding and client growth function, in terms of structure, processes and resources, building up a team in line with the growth of our business, for both EIQ SaaS and EIQ Market Insights. Specifically, this role will be doing: ● Plan all aspects of our SaaS client onboarding and client growth strategy in conjunction with all stakeholders. Set a clear mission and deploy strategies focused towards that mission ● Take ownership of customers issues and follow problems through to resolution. Develop service procedures, policies and standards ● Keep accurate records and document customer service actions and discussions. ● Able to Analyze statistics and compile accurate reports ● Improve customer service experience, create engaged customers and facilitate organic growth ● Determine priorities to create structure and call out gaps based on client expectations and business impact ● Define every aspect of the client experience and work with all stakeholders to ensure that the clients’ and user experience is nothing less than perfect ● Work with each of the IQ Product Managers to identify opportunities to improve the SaaS experience of our products ● Work with the Product Marketing Manager, our training manager and each of the IQ Product Managers to build out the training material, user support material, onboarding and offboarding SOPs, etc. ● Work with the commercial teams to optimize our GTM strategy ● Define how we help our clients grow their ecommerce business across multiple channels faster on aCommerce than on any other platform, taking full advantage of our suite of products ● Work with the marketing teams to optimize our message and to acquire new, high-value clients. ● Work closely with the Client and Application Support teams ensure a flawless client and user experience ● Identify possible risks and take measures to prevent these and escalate if needed ● Keep ahead of industry’s developments and apply best practices to areas of improvement ● Control resources and utilize assets to achieve qualitative and quantitative targets ● Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment