Client Success Team Lead

15 hours ago


Stockholm, Stockholm, Sweden XBP Europe Full time

About XBP Europe

XBP Europe is a pioneering digital transformation company providing bills and payment process solutions to the EMEA region.

Our unique combination of physical documents, digital data, and instant messaging enables seamless workflows and frictionless transactions.

By leveraging our proprietary technology and services, we help organisations work smarter and improve decision-making capabilities.

Decades of industry-relevant experience underpin our innovative approach, setting us apart from competitors.

We aim to become the go-to digital transformation partner for organisations in Europe, delivering value through our solutions and services.

Job Description:Promote CRM Team Activity
  • Drive excellent client relationships by effectively managing CRM and Service Management Teams on all issues, MI & SLA reporting, invoicing, resolution of issues and incidents, new services etc.
Account Planning and Governance
  • Evaluate and develop account planning and strategic approach to meet client needs in collaboration with Sales and Solutions as required.
  • Establish effective account contractual governance to ensure timely delivery of client agreements.
Develop Client knowledge/understanding
  • Cultivate extensive understanding of Client organisation (charts, decision levels and process).
  • Understand the diverse range of services/solutions provided to the customer.
  • Stay informed about contracts (incl. MSA) (documents library maintenance and update), validate if requested (incl. SLA commitment and billing item).
  • Regularly assess and update expiring contracts.
Profitability Review
  • Perform regular analysis of profitability of new ACV, existing contracts and renewals in line with business direction.
  • Proactively identify and report signs of revenue/profitability decline or low/negative profitability to management.
  • Support finance teams in collecting outstanding payments.
Customer Satisfaction
  • Foster high levels of customer satisfaction through proactive communication of client risks and challenge progression within the organisation.
  • Promote new brand initiatives and enhance customer perception.
  • Provide detailed statistics and reports to clients.
  • Collaborate with clients through steering committees and external audits.
  • Main point of contact for clients on key matters (excluding production-level issues).
Base Refresh Growth - Exela solutions and services promotion
  • Promote and offer additional services and solutions to clients.
  • Determine sales opportunities and refer them to the Sales team if needed.
  • Continuously monitor customer needs and business intelligence.
  • Responsible for customer portfolio growth and revenue alignment with personal objectives.


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