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(J/O #4806) Director of Client Success - TEMP TO HIRE

Location : Texarkana TX
Job Type : Temp/Contract
Reference Code : 4806
Hours : Full Time
Required Education : HS
Job Category : Clerical

Job Description :
(J/O #4806)  Director of Client Success - TEMP  TO HIRE, $60k minimum compensation but could go over $100K annually, DOE + a terrific benefits pkg.  Local company seeking experienced individual to retain long-term, quality clients and optimize profitability for the company through the development and implementation of service delivery systems that fulfill the company’s marketing message and contractual obligations to clients.  This individual should have strong implementation skills, be passionate, incredibly good with clients, and possess at least 5 years of experience in Client Service Management.  Your credentials should express substantial knowledge areas related to Marketing/Sales, Staff Hiring/Training/Management/Supervision/Evaluation, & Telecommunications/Interactions directly with Clients.  A knack for Conflict Resolution is a strong “+” for this position.  Executive Level at an SaaS company preferred.  Submit your employment application using your smart phone or PC to apply at https://jobs.redcarpetemp.com/login or visit our office at 221 Laurel Street, Texarkana, AR 71854 & use one of our courtesy PCs.  Call 870-772-4039 to ensure availability.  Offer of Employment contingent on passing Interview Process, Background Check, & Pre-employment drug test.    Reference "Client-supplied" position description below:

 

Position Title: Director of Client Success
Manager’s Position: V.P. of Operations
Managing Positions: There are multiple staff positions, primarily in the areas of Marketing, Sales, & Customer Service that answer to this position.

 

Result Statement:
To retain long-term, quality clients and optimize profitability for the company through the development and implementation of service delivery systems that fulfill the company’s marketing message and contractual obligations to clients, so that clients’ expectations and the company’s financial objectives are met or exceeded.

Strategic Work Listing (Tactical work for which this position is accountable):
1. Learn about all aspects of all products and any new updates or additions to them in order to better assist and advise the Client Services Lead
2. Oversee employee training and development
3. Monitor and measure the renewal process to ensure it is being implemented
4. Make sure all processes are updated and followed
5. Schedule and attend meetings with team to mentor
6. Mentor the current team to help them develop their relationship building skills with their respective clients
7. Make changes in staff and/or processes when necessary for growth and better department outcomes
8. Coordinate providing regular communication updates to clients on progress and changes with the product
9. Review and advise on ways to upsell and cross sell current clients
10. Propose training and development programs and objectives to the V.P. of Operations
11. Develop goals and objectives for the team

Tactical Work Listing (Tactical work for which this position is accountable):
1. Help Client Services Lead troubleshoot when necessary
2. Assist and advise Client Services Lead on the best ways to go about helping Client Services Representatives and clients when help is needed
3. Oversee the process of making sure new clients get onboarded and billed
4. Evaluate IT issues and determine when the Operations Manager needs to be involved
5. Oversee the renewal process and that the renewal rate is at goal
6. Fill in when needed – evaluate what needs to be covered for their accounts
7. Provide Operations Manager with reporting on renewals and new clients going online
8. Hire, fire, and take care of disciplinary action for team members
9. Represent Client Services at events when necessary
10. Oversee any change in contract with a current client

Standards: 
Position Specific:
• Renewals must meet the +10/-10 standards
• Must verify that Client Services Representatives are following company renewal procedures
• Must verify that Client Services Representatives are following the communication standards that are put forth by Vertical Alliance Group
• Must provide the V.P. of Operations with the renewal/new business report on a weekly basis
• Must attend mentor sessions with the V.P. of Operations
• New accounts must go online no longer than 15 days of the start date of their contract. If that doesn’t happen, must then report it to the V.P. of Operations.

Company-Wide:
• All work will be performed in accordance with all government laws, regulations, ordinances, and court rulings in those jurisdictions in which the company operates.
• All routine work will be documented in an operations manual (processes). The information included in this operations manual is proprietary.
• All work will be performed according to company policies and standards inherent in all position agreements, system action plans, employee manuals, ongoing policy memoranda and facilities and dress codes.
• Client and company information will be held as strictly confidential.
• All telephone calls, both internal and external, will be returned within one business day and within two hours whenever possible unless overridden by your position-specific standards.
• Manager will be notified of any issues to be resolved or deadlines that cannot be met prior to the due date.
• All innovation will be quantified, tested, and improved, then documented for routine implementation (i.e. well-orchestrated once proven).
• Discussions with other employees about your company earnings are strictly prohibited.
• Problems with any system must be brought to the attention of the manager in an exception report so the system can be improved, within the structure of the operations manual.
• All changes in policy and/or procedure will be stored in each employee’s operations manual, until an updated procedure is provided.
• Employees will provide staff assistance as requested; each employee may be asked from time to time to cover other areas of accountability and/or departments.
• All business communications, whether verbal, visual, or written, whether for internal or external use, will be professional in tone and content and in accordance with applicable and existing company policies and standards.
• Employees will respect each other’s time, space, and need for concentration. Socializing and interruptions must not impede workflow.
• Employees will have weekly, regularly-scheduled meetings with their manager.
• Employees are encouraged to recommend ideas for the improvement of their department and position that are consistent with the Company’s Vision.

Required Qualifications :
 
Skills :
Customer Service Representative Filing - Alphanumeric General Data Entry Multiline Phones Sales - Telephone Supervision Experience Technical Support Typing Skills
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