We are recruiting a dynamic and experienced Director of Client Success to join our team and drive our client engagement strategy. The position is advertised as an "On The Road" opportunity. We are primarily looking for a candidate in the southern east coast area with travel throughout that territory.
We are seeking a dynamic and experienced Director of Client Success to lead our dedicated team and ensure the highest levels of client satisfaction. In this key leadership role, you will be responsible for developing and implementing strategies to enhance the client experience, driving customer retention, and fostering long-term partnerships. The ideal candidate will have a proven track record in client success management, exceptional communication and interpersonal skills, and the ability to analyze and improve processes. Join us and play a pivotal role in our company's growth by delivering outstanding service and value to our clients.
Client Relationship Management:
- Build and nurture strong relationships with key clients, acting as a primary point of contact for strategic discussions and issue resolution.
- Collaborate with senior leadership to develop and execute strategies for enhancing client satisfaction, loyalty, and retention.
- Ensure a deep understanding of client needs, objectives, and industry trends to provide tailored solutions and services.
Enterprise Customer Relationships:
- Manage and expand relationships with enterprise-level clients, driving revenue growth and maximizing the value of partnerships.
- Identify opportunities for upselling and cross-selling our services to all clients including enterprise clients, working closely with the sales team to close deals.
Customer Service Excellence:
- Develop and implement customer service policies and procedures that prioritize exceptional client experiences.
- Lead and mentor the customer service team to ensure timely and effective resolution of inquiries, concerns, and issues.
- Monitor customer feedback and implement improvements based on feedback and trends.
Customer Relationship Manager (CRM) Team Leadership:
- Recruit, train, and manage a team of Customer Relationship Managers and CSRs providing guidance, coaching, and performance evaluations.
- Foster a culture of accountability, collaboration, and continuous improvement within the CRM team.
Pricing Strategies and Contract Renewals:
- Collaborate with finance, operations, and sales teams to establish pricing strategies that reflect market trends, competitive landscape, and client value.
- Oversee contract renewal processes, working closely with CRM team members and operations to negotiate terms and secure long-term partnerships.
Strategic Planning and Reporting:
- Contribute to the development of the company's strategic plan, providing insights on client-centric opportunities and challenges.
- Generate regular reports on client retention, revenue growth, customer satisfaction, and other relevant KPIs for presentation to senior management.
Qualifications:
- Proven experience in client relationship management, preferably within [industry/sector].
- Strong leadership skills with experience in managing and mentoring teams.
- Excellent communication and interpersonal skills.
- Strategic thinking with a customer-centric mindset.
- Ability to analyze data and generate actionable insights.
- Experience in developing and executing pricing strategies and contract negotiations.
Job Type: Full-time
Pay: From $125,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Travel requirement:
Work Location: On the road