Head of Client Services

About the role

As Head of Client Services, you’ll lead our global partner-facing teams, making sure every partner on the platform gets the right level of support to grow with us.

Our relationship management teams are organised into tier-based pods, providing varied levels of service to our partners. You’ll manage these teams and own the post-sales activities and processes, including retention, growth, operational support, and the quality of service they receive every day. 

You’ll report to the Head of Partner Management and work closely with the Partner Management and Operational Support teams to align processes, tooling and ways of working across the group, while protecting what makes the partner experience special.

What You’ll Do

• Lead, coach, and line-manage our partner-facing teams. Ensure the team is a high-performing, partner-obsessed Client Services function.
• Own partner retention and growth across the managed book, with clear targets for ticket sales, churn and partner health.
• Design and run our tiered service model – decide what level of service, support, and coverage each partner tier will receive.
• Ensure partner-facing and operational teams work as one, with clear ownership of each partner relationship, smooth handoffs, and collaboration across support teams.
• Use data to guide decisions – build reports and forecasts on partner performance, partner health, service levels and team KPIs, and present insights to internal leadership.
• Handle senior partner escalations and key negotiations, and act as executive sponsor for our largest partners.
• Work cross-functionally with Sales and Business Development, Product, Finance, Event Operations, Customer Support and Marketing to resolve partner issues and feed partner insight into our roadmap.
• Partner with internal teams to align processes, tooling (including Zendesk) and operating model across the group.
• Own team structure, capacity, and headcount planning within budget, and build clear career paths for your teams.
• Champion our story with partners and across the industry.

Who You Are

• 10+ years of experience in a partner-facing role.
• Extensive experience leading post-sales and partner-facing teams, e.g. Account Management, Customer Success and Partner Success.
• Demonstrated track record of managing managers within complex, globally distributed teams.
• A leader of leaders who builds trust and helps people grow.
• Data-driven, commercially minded, analytical and results-focused.
• A track record of driving partner retention and revenue growth across a large, tiered client portfolio.
• Confident presenting to senior stakeholders and negotiating with partners.
• Experience building service models, SLAs and KPIs, and running teams with data and CRM/helpdesk tools (e.g. Salesforce, Zendesk).
• A stellar communicator with a professional attitude.
• Happy to travel between our global offices.

Bonus

• Experience operating within complex B2B environments, digital platforms, or multi-sided marketplaces.
• Experience in the ticketing industry.
• Fluency in one of the following languages: French, German, Italian, Portuguese, Spanish.

Why you'll love it here

• Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance. 
• Stock options.
• Opportunity to have a real impact in a high-growth global category leader.
• 40% discount on all Fever events and experiences.
• Gympass membership.
• Responsibility from day one and professional and personal growth.
• Great work environment with a young, international team of talented people to work with!