Invisible Technologies is the operations innovation company transforming how companies are built and run. Our tech-enabled service harnesses our proprietary process orchestration platform, which seamlessly blends AI and automation with a global team of over 2000 highly-skilled agents. This unique integration effectively delivers new capabilities and removes execution bottlenecks for clients, creating efficiency, scale, and growth opportunities.
About the Client Service Team:
At Invisible, we partner with the leading AI firms and Fortune 500 enterprises across a wide range of industry verticals and use cases. We collaborate end-to-end–to deeply understand our clients’ needs, then to map, design, build, and automate processes to unlock speed, efficiency, and quality results at scale. The Client Service Team will partner closely with our Operations function to oversee and manage our strategic client relationships. This team will ensure that Invisible is and remains a strategic and trusted advisor to our clients, playing a core role in the company’s longer-term strategy to strengthen and diversify revenue.
Your Mission as SVP, Head of Client Service:
As Head of Client Service at Invisible, you will build, manage, lead, and scale the Client Service function. You will set Invisible’s strategy to strengthen, protect and preserve our client relationships, by reimagining and overseeing the client journey end-to-end and developing the systems to track the health of our book. You will identify, manage, and develop world-class account managers, who are deeply specialized and consultative in their relationships.
Responsibilities include, but are not limited to:
- Develop, manage and scale a large-scale Client Service organization and complements our existing operational delivery functions.
- Reimagine the client journey end-to-end, and and develop the frameworks and strategies for overseeing their experience, service levels, and engagement
- Collaborate with cross-functional teams, such as Product, as the voice of the customer to adapt our client-facing offerings, products, reports, and user experiences
- Lead (identify, manage, develop) senior account managers with goals and incentives to retain and expand our large expertise accounts
- Create Client Services tools and metrics to manage the book systematically, ultimately to perceive and maximize profitability, client satisfaction, and retention
- Partner with Growth to GTM in new industry verticals
Qualifications:
- 10+ years experience scaling a large, Client Service function (or similar) at a hyper-growth organization functions, ideally scaling beyond $100M ARR to ~$500M in ARR
- Experience leading a large-scale function within a fast-paced, scaling company, ideally within technology-enabled professional services, and/or consulting
- Demonstrated experience in designing and setting commercial strategy, including designing systems to forecasting risks, developing account strategies, and navigating complex enterprise contracting.
- Executive-level operating manager, with the ability to manage world-class relationship and account managers who are experts in their craft; serve as an escalation point to proactively anticipate and navigate client-related needs.
- Proven success in managing sophisticated, technical customers at scale in client service or account management roles, with a track record of upsell and expansion.
- Highly professional, with excellent written and verbal communication skills, meticulous attention to detail and effective prioritization, comfort engaging at all executive-levels.