Director of Client Services and Engagement

Association Headquarters is searching for a Director of Client Services and Engagement

The Client Services and Engagement Director has two primary responsibilities: 1) Responsible for leading and managing the assigned Account Executives to ensure the delivery of exceptional client services and engagement. As part of this, the Director will work closely with various departments to identify and address skills gaps, develop staff, and support career development. 2) Responsible for client relationship management of the clients managed by the Account Executives they are overseeing. This includes developing and executing strategies to enhance client satisfaction, retention, and growth while ensuring alignment with company goals and objectives. This Director will also act as a primary relationship manager for key clients, providing proactive solutions, and serving in interim Account Executive (AE) roles as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leading and Managing Account Executives
• Leadership and Management: Lead, mentor, and develop high-performing Account Executive teams. Provide individualized coaching and mentoring to ensure high performance.
• Staff Development: Work with the Senior Director of Learning and Development to identify skills gaps and training opportunities. Support career development for all Account Executives.
• Performance Evaluation: Carry out annual performance evaluations for all assigned Account Executives.
• Collaboration and Coordination: Collaborate with cross-functional teams to ensure seamless service delivery and resolution of client issues. Work with Account Executives to recommend client team development and staffing needs.

• Client Relationship Management
• Client Relationship Management: Cultivate and maintain strong relationships with clients, ensuring their satisfaction and driving long-term loyalty. Conduct regular check-ins and reviews with client leadership.
• Client Engagement: Develop and execute strategies to enhance client engagement and satisfaction. Act as the primary contact for key clients, understanding their needs and providing proactive solutions.
• Strategic Planning: Develop and implement comprehensive client engagement strategies aligned with company goals. Identify opportunities for service improvement and innovation based on client feedback and market trends.
• Interim Roles: Serve as Interim Executive Director, Account Executive, or Transition Manager as assigned.
• Metrics and Reporting: Establish metrics and KPIs to track client satisfaction, retention, and overall engagement. Report progress to senior management.

Travel: Extensive travel required (~25%).

Measurement of Success

• Success in Leading and Managing Account Executives includes:
  • Development and retention of Account Executives.
  • Consistent implementation of best practices, including the "AH Way" as per the Client Services Playbook.
  • Adherence to AH core values.
  • Effective client team development and staffing recommendations.
• Success in Client Relationship Management Includes:
  • Successful staffing support for clients.
  • Achievement of client satisfaction and retention metrics, including annual Net Promoter Score above 50.
  • Negotiating and renewing contracts.
  • Becoming a trusted relationship manager to the client that advocates and promotes how AH's offerings and services can better serve client needs.

Qualifications and Competencies

• Education and Experience: A bachelor's degree is required, but an MBA is preferred. A minimum of ten years of related industry experience is also required, CAE is preferred.
• A great coach and builder of people: This role requires strong leadership and communication skills, strategic thinking, problem-solving, and organizational skills. You will be responsible for managing Account Executives and enhancing relationships with the clients that they manage. This will involve understanding the motivation and ability of each of your direct reports and creating an approach and cadence that helps them understand their role on the team and improve their skills producing both results and future leaders.
• "Sales-like" client-management skills: This Director will be responsible for not only ensuring our Account Executives are delivering a great client experience, but also for discovery of potential additional commercial opportunities. You will have proven your ability to build and nurture client relationships, analyze data, and develop actionable insights. This requires an ability to connect with the client, build a relationship based on credibility and trust, and quickly identify the implicit requests and opportunities to better serve our clients in your interactions with them. Experience in client engagement, account management, or customer success roles, preferably in a B2B environment.
• Personality & Interpersonal Skills: Success in this role requires emotional agility. The Director must be able to work well with a wide variety of personalities and roles. This leader will need to demonstrate that they can make a difference quickly while embracing AH's performance-driven culture. They will also need to establish credibility with managers at AH by demonstrating technical expertise and a willingness to work with others to achieve a goal without taking all the credit.
• Tenacity & Conflict Resolution: At times, this individual will face challenges managing the priorities of multiple internal stakeholders and external customers. This individual will need to be comfortable pushing back on how things are done today, while also communicating effectively to gain critical buy-in throughout the team and maintaining excellent customer relationships
• Accountable: It should bother this person when people don't follow through on their commitments. They have no problem planning the work, working the plan, and proactively communicating progress along the way. They can tell us about the times when they have rolled up their sleeves, taken ownership of a body of work, and delivered the results with minimal support.
• Technical Proficiency: Knowledge of CRM systems and other relevant tools for client engagement and relationship management.
• Physical Demands and Work Environment: Ability to travel extensively (~25%-35%). Requires ability to use a computer, read a computer screen, use a telephone, and other office equipment. May include lifting up to 25 pounds.

Association Headquarters Core Values

All employees are expected to demonstrate the following core values: Customer Service, Respect, Accountability, Transparency, Flexibility, Expertise/Innovation, Social Responsibility, and Unified Diversity.

Join us in this exciting opportunity to shape the future of client services and engagement and drive meaningful impact for our organization and our clients. Apply now to become our Director of Client Services and Engagement and be a catalyst for success

Benefits

Benefits include, but are not limited to:

• Medical, Dental, and Vision
• Voluntary Life Insurance - Employee Paid
• AFLAC available
• Paid holidays and Paid Time Off (PTO) accrual
• 401k
• Basic life insurance, short-term and long-term disability

Other Benefits of Working at AH:

• Named Best Place to Work by Philadelphia Business Journal 9 Times - based on a survey conducted of our employees
• Industry Leader - Most credentialed AMC and the first AMC to be Customer Service Certified by the Customer Service Institute of America
• Flex Schedules
• On-site fitness center, open 24/7
• Gym reimbursement program
• Tuition reimbursement program
• Training and Development opportunities