Senior Director Client Services

Who We Are

At Oncourse Home Solutions (OHS), we are a people-centric organization. We do what is right for our people so they can do their best when serving our 1.4+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

We’re innovators, dreamers, problem solvers, and community leaders. Our passion for empowering customers to confidently run their households is what drives us. When our clients need help with home maintenance, repair, or coverage, we’re there. This is what it means to be an Oncourse Super. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we’re in this together, to stay on course. That’s what it means to lead like a Super.

As a leader in the U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset — their home.

We are proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

Reporting to the Senior Vice President of Strategic Partnership Group (SPG), the Senior Director of Client Service and Development is responsible for onboarding, managing and growing Oncourse Home Solutions Partner relationships. The Senior Director will serve as our Partners’ primary point of contact during their onboarding, ensuring a smooth launch on delivering on client expectations. From thereon, relationship management is accomplished through routine partner touchpoints and ongoing scorecard reviews that give our partners and other stakeholders confidence in the health of the partnership. In this role this person is also responsible for crafting and implementing scalable programs for our smaller water utilities, working cross-collaboratively with various OHS teams to deliver onboarding execution. Internally, this individual will bring strategic vision and an innovative approach to driving Partner goals and revenue expansion by ensuring the engagement, success, retention, and growth of OHS Partners.

Must be able to travel up to 30% of the time while also reporting in to our headquarters in Naperville, IL to engage and partner with internal teams

Responsibilities

• Support tracking and standardization of Partners’ objectives and Key Performance Indicators (KPIs) reporting
• Partner very closely with our sales teams to engage with leaders at prospective Partners and existing Partners to define goals and leverage our products and services to achieve them
• Partner across the organization for services scale and project delivery as part of on-bill integration and digital transformation projects.
• Architect the Strategic Partner solutions to leverage and scale our revenue goals, including striking the right balance for the services and support offered to our broad range of Partner segments - Energy Utilities, Municipalities and Water Utilities, and Insurance categories.
• Architect the Strategic Partner solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of Partner segments - Energy Utilities, Municipalities and Water Utilities, and Insurance (new experimental) categories.
• Drive Partner lifetime value by defining the key value drivers of each Partnership that drive the highest benefit both internally and to our partners; deploying programs to help drive business value, Partner goal achievement, new products and services; collaborating across teams to identify and pursue Partner growth
• Support the Strategic Partner teams by onboarding new partners and establishing the foundation successful, long-term partnerships
• Manage Partner profitability trends and identify areas for improvement
• Represent the voice of the Partner and influencing internal stakeholders by promoting a Partner-centric mindset across the organization
• Report key metrics to executive team, company and board

Computer Skills Needed to Perform this Job

• Demonstrated proficiency in Salesforce
• Proficiency in Microsoft and Google Suites

Education

Bachelor's Degree

We're Excited If This Is You

• Proven track record of quickly scaling Partners while enabling both Partner and company success.
• Knows how to serve as primary point to Partners while owning all touchpoint reporting – weekly, monthly, and quarterly business reviews that keep all stakeholder proactively informed
• Ability to manage influence through persuasion, negotiation, and consensus building
• Knows how to thrive in a fast-paced, dynamic environment – lots of horsepower
• Prior experience in a but utilities company a very strong plus
• Effective and productive collaborator to drive cross-functional initiatives
• 8+ years progressive experience in a Customer Success role within a corporate, agency consultancy capacity
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset with the skills to be a data-driven decision maker
• Ability to communicate well with individuals, teams, Partners and at industry level events
• Understanding of the balance between internal teams, external partners and how to use both effectively to support and grow Partner members quickly

Competencies

Interpersonal Savvy - Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Business Acumen – Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Action Orientated - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Organizational Agility - Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.

Perseverance - Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.

Priority Setting - Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Developing Direct Reports - Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each direct report's career goals; constructs compelling development plans and executes them; pushes direct reports to accept developmental moves; will take direct reports who need work; is a people builder.