Governance.com S.A.
Luxembourg, LUXEMBOURG (Luxembourg)
Description:
Job description
Head of Client Excellence
We are looking for an experienced Head of Client Excellence to join a RegTech company providing SaaS solutions to the financial services industry. The company supports leading asset managers, management companies, depositaries, fund administrators, and other financial institutions in managing their oversight and controls, optimizing business processes, strengthening data governance, and automating operational workflows.
Reporting directly to the Chief Executive Officer, this is a senior, strategic, and hands-on position combining business development, sales, client excellence, operational transformation, and consulting. The successful candidate will lead strategic initiatives aimed at improving revenue
generation, service delivery, strengthening client relationships, and driving operational excellence while contributing to the company's commercial growth.
Core Expectations
• Build trusted relationships with clients while identifying opportunities to expand existing accounts and develop new business.
• Demonstrate a strong understanding of the financial services industry, particularly the asset management ecosystem and its operational challenges.
• Combine strategic thinking with a hands-on approach and a strong sense of ownership.
• Provide strategic leadership across client excellence and professional services initiatives.
• Drive organizational improvements through process optimization, governance, and cross functional collaboration.
Key Responsibilities
New Business Development & Commercial Growth
• Actively prospecting new organizations and initiating conversations with potential clients.
• Building and managing a strong commercial pipeline through structured prospecting, relationship development, and disciplined follow-up.
• Owning the full sales cycle, from initial engagement and solution presentation through negotiation and closing.
• Developing compelling business cases and demonstrating value to senior business and technical stakeholders.
• Setting and achieving ambitious business development targets linked to revenue growth and market expansion.
• Monitoring market trends, competitor positioning, and evolving clients needs to identify new opportunities.
• Supporting account expansion strategies, including upselling, cross-selling, and partner-led opportunities where relevant.
• Identify and develop new business opportunities within the financial services industry.
Strategic Leadership & Operational Excellence
• Drive process optimization initiatives that improve efficiency, scalability, and service quality.
• Implement practical governance and reporting frameworks to support operational performance and decision-making.
• Develop KPIs and performance metrics to monitor delivery, resource utilization, and client outcomes.
• Promote a culture of continuous improvement through structured feedback and best practice sharing.
Consultancy & Client Excellence
• Lead strategic initiatives to continuously improve client experience and professional services delivery.
• Act as a trusted advisor to internal stakeholders, supporting organizational transformation and change management initiatives.
• Develop scalable operating models, delivery standards, and best practices to enhance consistency and efficiency.
• Foster collaboration across Professional Services, Product, Commercial, and Technology teams to ensure seamless client delivery.
• Monitor delivery performance and recommend improvements to maximize client satisfaction and operational effectiveness.
Contracts, licensing, pricing and commercial models
• High familiarity and experience with making commercial proposals to customers.
• Have contracts and contract management in the fingers.
• Be able to seamlessly apply and guard licensing, pricing and contracting practices of the company.
• Can create new commercial models if and when needed.
Profile
Professional Qualifications
• Master's degree in business, Finance, Engineering, Management, or a related field.
• 5+ years of experience in consulting, professional services, business transformation, client success, or strategic leadership roles.
• Experience in process optimization, organizational improvement, and operational excellence.
• Good knowledge of the financial services industry, particularly asset management, including its operating models, regulatory environment, and key market participants.
• Experience working with SaaS, RegTech, FinTech, or technology-enabled services is highly desirable.
• Commercial mindset with experience developing client relationships and contributing to business growth.
• Familiarity with Agile methodologies and project management tools (e.g. Jira, Confluence) is an advantage.
• Excellent communication skills in English; French or any additional language is considered an asset.
Personal Characteristics
• Strategic, hands-on, and results-oriented with a strong sense of ownership.
• Excellent relationship builder, able to influence stakeholders at all organizational levels.
• Client-focused with a consultative mindset and a passion for delivering value.
• Entrepreneurial, proactive, and comfortable operating in a fast-paced environment.
• Strong analytical and problem-solving skills with the ability to translate ideas into practical solutions.
• Highly communicative, team player with other functions such as Product and Finance, and dares to challenge customers by protecting the interest of the company when needed.
• High level of integrity, accountability, and collaborative spirit.
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