Director of Client Relations

1 month ago

Virginia Beach, United States Paradigm Inc. Full time
Job DescriptionJob Description

In this role, the Director of Client Relations will direct, develop and implement strategy within the Client Relations and Client Onboarding departments by overseeing all efforts in providing information from Paradigm to its clients to uphold and improve our standards of service. The responsibilities encompass all client-related experiences including case management and upsell of products and services. Duties include regularly developing and the implementation of strategy to facilitate the objectives with existing clients, client visits, virtual demonstrations of new products and services, crisis management, and coordinating activities with the Senior Director of Operations, Director of Corporate Communications, and Marketing departments.

Job Responsibilities:

  • Own the client experience – Ensure exemplary service at every touchpoint. Think and act in ways that put our clients first, giving them seamless options at every touchpoint, fostering client loyalty, while promoting our products and services.
  • Oversee daily operations, ensuring accurate and complete responses to client inquiries by the Client Relations and Onboarding teams, handling escalated issues, and contract renewals.
  • Coach and develop Client Relations and Onboarding teams while promoting a culture of continuous improvement.
  • Monitor calls, perform audits, and confirm appointments, ensuring the highest quality standards are met.
  • Track and report key performance indicators, integrating technology for improved visibility.
  • Conduct performance reviews, manage employee relations, and maintain a positive work environment.
  • Develop and maintain training materials and ensure effective onboarding of new employees.
  • Build and maintain client relationships, conduct needs assessments, and promote additional offerings.
  • Follow up on all existing client sales inquiries. Manage client proposals, quotes, and communications.
  • Monitor and respond to Net Promoter Score feedback and conduct annual calibration calls.
  • Formulate objectives, develop SOPs, and ensure business continuity plans are maintained.
  • Work closely with internal departments to solve interdepartmental issues and facilitate staff coverage.
  • Maintain a safe working environment and ensure compliance with legal regulations.
  • Assist in development and execution of new products or services.
  • Identify areas for improvement and work with departments to maximize efficiency while maintaining quality.
  • Other duties as assigned.

Qualifications:

  • BA/BS degree in Business, Communication, Marketing, Sales or similar discipline or experience.
  • 10+ years of experience in customer service and/or account management, with 5 years in leadership role managing others.
  • 7 years of experience working in a CRM. Preferably Microsoft Dynamics or Salesforce.
  • Exceptional leadership and communication skills.
  • Strong understanding of the psychology of sales and ability to build effective relationships with clients.
  • Valid driver’s license.

Skills

  • Outstanding interpersonal and customer service skills; ability to communicate effectively verbally and in writing.
  • Strong attention to detail and proofreading skills with a high degree of accuracy.
  • Ability to manage through distractions, perform with changing/competing priorities and simultaneous deadlines.
  • Ability to learn internal applications as needed, quickly and efficiently.
  • Ability to listen and lead by example.
  • Ability to analyze and research information.
  • Confidence and presentation skills.
  • Excellent computer, keyboarding, math, reading, verbal and written skills.
  • Capable of self-managing and multi-tasking while making sound and justifiable decisions.
  • Set priorities and meet deadlines accordingly.

Physical Requirements:

  • This is primarily an office-based job that may require sitting for extended periods of time.
  • This position may require up to 10% travel, primarily for client visits and other business-related events. Travel will be arranged in advance and all associated expenses will be covered by the company.
  • Good vision, with or without corrective lenses, to sustain adequate visual focus over a period of time.
  • Fine motor skills, including, but not limited to, the full, complete use of and muscle control required to make precise hand movements, relative to tasks requiring hand-eye coordination, muscle coordination and dexterity.
  • We are a manufacturing facility, with an unmatched reputation. This reputation has grown, in part, over many years by everyone “pulling together” when needed. Therefore, while the primary focus is for the aforementioned position, being physically able to push/pull/lift/carry supplies and various works in progress of at least 35-50 pounds, for example, is important.

Compensation and Benefits

  • Competitive salary plus quarterly bonus possible.
  • Opportunities for advancement.
  • Medical, dental and vision insurance available.
  • Retirement plan available based upon availability and length of service qualifications
  • Paid sick- and annual-leave.
  • Paid holidays.

Additional Information and Signature

For over 32 years, Paradigm, Inc. has proven to be a unique, successful and dynamic company with a reputation of being the best in our industry. A positive attitude, proven work ethic and a desire to learn and surpass expectations are what you will find in our current employees. We seek hard workers with dependable transportation who possess the same ambition, attitude, integrities, desire and required skills to join our team.

Simply stated, we want you to be successful: we therefore make every effort to quantify a candidate’s suitability before an offer of employment is extended. Hence, interviewing at Paradigm is a multi-stage process. Included in our evaluations are at least two site visits, question and answer panels, skill, and personality assessments.

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