Director, Client Success


USA
Cleveland, Ohio

Posted On: September 14, 2021
Last Day to Apply: October 31, 2021

 Director, Client Success


You will lead the charge in driving engagement and growth amongst our clients, evolving our services to optimize client experience and nurturing a strong client relationship at all levels of the organization.

Your strategy and approach in building client relationships will be instrumental to our mutual success and in achieving our growth objectives for our existing client base. Your passion for customer experience will be the driving force in ensuring S&P Data will be extending the client’s passion for providing the best possible experience for their customer base.  Analytical and sales-minded, you will also be carving new opportunities for our clients, promoting a long-term, mutually beneficial relationship. 

Here’s What You’ll Do

  • Develop strong relationships with our clients with the goal of maximizing the value they realize with their S&P Data partnership
  • Build strong relationship with client through regular and proactive engagement, to ensure the resolution of issues and challenges
  • Develop strategy to optimize the client onboarding and ongoing experience and advocate for the product and service enhancements needed with internal stakeholders
  • Evolve client analytics to develop reporting that support clients’ analytical needs and provide value-added insights into their organization and programs
  • Optimize operational processes and lead sales and billing systems enablement efforts to scale the enterprise business
  • Work closely with Operations and Revenue team to optimize the overall client experience to grow the existing book of business
  • Conduct consultative regular business reviews to identify opportunities for our clients to optimize their usage through best practice recommendations
  • Identify and qualify opportunities for up-sell and cross-sell, working closely with sales to support a successful close
  • Professionally manage customer and management escalations to a successful conclusion
  • Problem solving to develop workarounds and solutions for unique use cases
  • Act as an advocate for the customer with a view to driving improvements in process and products, external with the client and internal
  • Analyze and action information from a variety of sources (including NPS surveys) to identify key leading indicators related product usage, customer satisfaction, and loyalty.
  • Use the results to understand, compare & benchmark, in order to drive departmental CSAT initiatives.
  • Actively assemble and communicate survey results and client scorecard information to the department, leadership, and company as a whole
  • Be an expert in Customer Satisfaction & Loyalty best practices, methodologies & industry trends
  • Be an expert in our clients' business areas: marketing, marketing operations, budgeting and planning, ROI, multitouch attribution, performance management, etc
  • Work with internal teams to identify and create new initiatives to improve customer satisfaction and loyalty
  • Must demonstrate working knowledge of financial budgeting and forecasting, understanding of contact centre metric reporting, secure data handling processes and procedures.

 

Qualifications

  • Completion of a post-secondary degree, diploma or accreditation
  • Ideally you have 10+ years of experience in a role such as a sales consultant, escalation manager, customer advocate, customer care manager, customer success/experience manager or similar in a contact centre or BPO environment
  • You understand contact centre, customer experience centres and are data savvy
  • Confident in communicating with senior leaders in large enterprises about their marketing budgeting, planning, and ROI requirements
  • You will be comfortable taking a consultative approach in advising our clients on best practices
  • You work well independently in a casual yet fast-paced team environment
  • You have an entrepreneurial mindset and will do what it takes to grow with our business, for the long run
  • Our customers are our first priority. And in your capable hands, they will succeed!
  • Experience in dealing with customers at senior management and technical level
  • Understands the role and importance of the customer support organization and able to articulate its mission and value to our clients
  • Understands the roles of and builds relationships with the internal team
  • Outstanding communication skills, written and interpersonal
  • Sound, principled negotiation skills and is driven by a growth revenue mindset

 

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