Director, Client Success

Description

About ITS:
Do you have theCHOPS ? IT Solutions lives its values:C lient Success is Our Success,H ungry for the Journey,O wnership Thinking,P assionate Problem Solving, andS urrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary:
The Director, Client Success leads their designated regional Client Success team which is composed of virtual CIOs, Strategic Advisors and/or Strategic Account Advisors, and is responsible for maximizing client expectations and retention post-sale. The Director, Client Success is responsible for creating, implementing, and maintaining strategy aimed at influencing future lifetime value through higher product and service adoption and customer satisfaction. This position is responsible for the identification of opportunities to increase the sale of products and services and reduce churn through advocacy, as well as analyzing competitor activities to assess potential threats. This leader will need to work closely with the sales and service delivery teams to align strategy and account opportunities (i.e. opportunities and risks). Additionally, as a key leader in the business and client lifecycle, the Director, Client Success will be responsible for motivating and engaging their team by being an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization while embodying organizational values.

Responsibilities:

• Drive and manage the overall strategic vision and plan for the regional client success team with a focus on client retention, satisfaction, advocacy, cost-saving, and expansion.
• Execute the team’s objectives to match the company’s business KPIs and strategies and report on the team’s customer environments and project statuses to make recommendations for future business planning.
• Responsible for managing daily operations of the regional customer success team.
• Oversee the activities, including risk management, implementation strategy, and relationship management of the regional customer success team.
• Ensure the expectations, timelines, and budgets of the regional customer success team are met while prioritizing client retention.
• Proactively manage client health scorecards to mitigate churn risk and communicate to the executive team as escalation situations arise.
• Study the client’s business opportunities, challenges, and growth strategies to advise on strategic integrations across technology and business processes.
• Partner with service delivery team to continuously evaluate client lifecycle experience with IT Solutions to ensure ownership is clear, and client experience exceeds expectations.
• Review and track the customer success team’s business objectives to maintain positive client effective rate, identify areas for cost-savings, and present findings to internal stakeholders.
• Partner with leaders across internal departments to meet deliverables, drive processes, identify service delivery efficiencies/opportunities to optimize internal workflow and processes to minimize client attrition and drive solution, and ultimately achieve profitability goals.
• Oversee the identification of opportunities to increase the sale of products and services and analyze competitor activities to assess threats.
• Review data trends to understand the future landscape and ensure effective navigation to exceed client expectations.
• Build business value through successful strategic engagements, solution adoption, and client health assessments.
• Possess innate understanding of the varied business models employed by clients and the ability to capture essence of a problem and drive to solution.
• Partner with sales leadership to evaluate current product results, identifying needs to be filled, and providing customer feedback.
• Responsible for directly managing regional customer service team.
• Support the performance of customer success team members, ensuring they understand how to provide the highest level of service and increase value for customers.
• Coaches and reviews the performance of all direct reports and ensures that all staff are guided, trained, and developed in order to maximize individual and collective performance.
• Conducts quarterly and annual performance reviews following the company’s standard review process.
• Partners with Vice President, Client Success and HR in identifying top talent and executing retention efforts.
• Collaborates with VP, Client Success and HR to recruit and select candidates.

Requirements:

Knowledge, Skills, and Abilities:

• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
• Demonstrates professionalism and diplomacy consistently in all internal and external interactions.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Able to collaborate across the organization and with external stakeholders.
• Experience successfully working with senior (C-level) executives.
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.
• Excellent follow-through skills and the ability to anticipate and address business needs proactively.
• Possess a strong work ethic; self-motivated with a desire to take the initiative and look for ways to improve processes and create efficiencies; have a strong sense of urgency.
• Excellent time management and organizational skills in managing multiple priorities with overlapping tasks across multiple businesses.
• Excellent oral and written communication skills.
• Excellent attention to detail and time management skills with a proven track record of planning and executing multiple projects simultaneously.

Experience:

• Bachelor’s degree in business administration, Communications, Computer Science, or related field; 10+ years in IT account management working for a managed service provider (MSP).
• 5+ years' experience in a senior management position, managing regional teams.
• Experience working with NIST Framework Standards and compliance requirements and controls such as HIPAA, PII, PHI, PCI/DSS, etc.
• IT-related certifications such as Microsoft Certified Professional, and Information Technology Infrastructure Library (ITIL) framework.
• Proven ability to follow established processes to produce standard results.
• Excellent follow-through skills and the ability to anticipate and address business needs proactively.
• Possess a strong work ethic; self-motivated with a desire to take initiative and look for ways to improve processes and create efficiencies; have a strong sense of urgency.
• Excellent time management and organizational skills in managing multiple priorities with overlapping tasks across multiple businesses.
• Excellent oral and written communication skills.
• Excellent attention to detail and time management skills with proven track record of planning and executing multiple projects simultaneously.

Compensation Package:
ITS offers a full benefits package, including:

• Rich Medical and prescription plans.
• Dental & Vision.
• Paid Holidays and Flexible Paid Time Off.
• 401K/401K Roth with Safe Harbor matching.
• Stock Appreciation Rights.
• Company-paid life insurance, long-term and short-term disability insurance.
• Company-paid mental health support & financial wellness services.
• FSA for medical and dependent care.
• HSA option with compatible medical plan.
• Company-paid training, materials, and exams.
• Performance-based bonuses.

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.