Sr Director Of Client Experience

SR Director Client Experience

REMOTE- Must live on East Coast or in MID WEST

MUSTS:

Must have led an Account management Team before

MUST have worked in or understands self funded or ASO

If you are not currently licensed, you will need to be licensed if you start at client

Must have strong, sold work ethic and strong personality

$130K MAX plus bonus plan

Managing a Team of 10-12 Account Managers

This key leadership role will provide inspiring leadership to a team of highly skilled and professional Account Managers. Reporting to the VP Client Experience, you will put the customers first and ensure excellence in service delivery while driving improvement in overall client metrics including satisfaction and retention. You will be responsible for evaluating the success of your service team’s initiatives, processes and tools, regularly establishing goals for continuous improvement. You will coach and mentor team members through complex problems and be the point of accountability for strategic direction and escalated client issues.

· Maintains a working in depth knowledge and understanding of the CLIENT'S products; where applicable and relevant, using additional resources where available and appropriate

· Advocates for the client with Product Management to drive product simplification for our customers

· Acts as the executive escalation point for sales and client related service issues.

· Leads activities including maintenance of proper staffing levels, resource optimization, attainment of individual and team goals, employee relations, mentoring, talent/career development, and rewards/recognition based on achievement of goals.

· Gains commitment, alignment and engagement of the team in the pursuit of CLIENTS' mission, vision and values.

· Recognizes and monitors service metrics identifying trends, strengths and opportunities.

· Ensures long term client satisfaction and retention. Manages client satisfaction survey delivery and feedback review.

· Monitors client satisfaction through regular, proactive internal and external meetings.

• Manages budget and participates actively in the annual budgeting and periodic forecasting activities
• Ensure repeatable demonstration of our added value to our small and mid-size clients.
• Provides regular status reports to stakeholders
• Ensures excellence in preparation for strategic account reviews for our largest clients.
• Acts as the Account Exec for a few high-profile accounts
• Develops project schedules, process flows and timelines, delegates tasks to meet deliverables, monitors and provides updates on the status of outstanding issues, process improvement and financials
• Understand client specific success criteria for maintaining a positive, long-term relationship.
• Ensures team members follow established processes for delivering exceptional client service
• Identifies and implements client focused processes and solutions
• Removes barriers to team members delivering high quality client service
• Ensures team members take full ownership in solving client problems and eliminating repetition of the same
• Drives cross-selling/upselling activity for their respective teams in efforts to meet or achieve our revenue targets
• Routinely seeks client feedback and uses this information to address any breakdowns in practices and processes to improve your team and the client experience
• Be an effective and efficient liaison between all portions of the team such as client, operations, service center, data management, production support and technology
• Understands the appropriate instances when client push back is required; and assists or delivers the appropriate message in a manner that does not damage the relationship

WHAT SUCCESS LOOKS LIKE

• Consistently improve client retention
• Your team’s clients seek to purchase additional services from CLIENT
• Consistently receive positive client and service satisfaction survey ratings
• Internal teams look forward to working with you