Director, Client Services 2019-03-11T17:40:18+00:00

Are you a Future GrayHair? We are currently seeking a

Director, Client Services

About GrayHair

A leading data management firm that specializes in solutions that get messages delivered through multiple communications channels is seeking “A” player talent to join our growing team. We are located in Mount Laurel, NJ. Named one of the Best Tech Work Cultures in Philadelphia in 2018, we are a fast-growing unique software company who offers a fun office environment with competitive salaries, comprehensive benefits packages, generous PTO, flexibility, and more! Did I say bring your dog to work?  And we do Yoga too! Salary ranges based on experience in field & industry.

About the Role – Essential Duties And Responsibilities (Other Duties as Assigned)

This critical position is responsible for leading, executing, and driving operational and strategic initiatives which support the client experience. The role will partner with cross-functional business groups to manage the on-boarding of new clients as well as to deliver a high-quality client experience in day-to-day services. They will champion a best-in-class client experience across all transactional channels and platforms. The role will also partner with multiple departments to ensure seamless alignment on all client-impacting initiatives and will champion change management efforts in the delivery of new or enhanced client experiences.

What we DO LIKE

Trust + Freedom > Politics + Bureaucracy

Small Team; Big Impact

Make it great, but make it – don’t be afraid to fail.

Do something; tell people about it.

Principle Duties and Responsibilities

  • Provide leadership to a client services team that conducts client on-boarding events as well as maintains accountability for the daily service needs of clients
  • Manage daily activities of team members
  • Set production and quality targets & standards for team members while maintaining accountability
  • Work with internal groups (Finance & Accounting, Account Management, Marketing, Sprint Teams, Product, Operations, Technology, etc.) to ensure high-quality client releases as well as quality service targets
  • Participate in improvement of client on-boarding process to ensure a high-quality, streamlined approach
  • Maintain & develop high-quality service levels and client retention measures to support client penetration efforts
  • Manage projects that support the overall client service strategy as well as providing direction for the client services department
  • Act as a liaison, as needed, between the client services team and other functional areas for the purpose of escalation and resolution of issues
  • Work to define metrics, automate data collection, and synthesize relevant data
  • Conduct information-gathering for root cause analysis of client-related incidents
  • Develop procedures and establish standard metrics for client servicing
  • Provide monthly and ad hoc report on client service metrics
  • Maintain cross-training within the department to ensure back-ups are in place
  • Conduct virtual client demonstrations for potential or existing clients/vendors on products/applications
  • Communicate with various departments within the USPS on aspects related to our business
  • Assure that client relationships remain harmonious and that the clients receive a quality of service which will encourage further growth and profitability
  • Maintain an understanding of Industry key categories in order to support client interaction and provide technical support as it relates to industry requirements
  • Contribute to client retention strategy
  • Define, monitor and manage related performance indicators (KPIs) and provide / report on KPI analysis for diverse audiences
  • Direct team priorities which will include recruiting, training, motivating, coaching and evaluating performance of staff

Qualifications (Include knowledge, skills, abilities, and education required for the role):

  • 5-7 years leadership experience in a client-facing role with excellent team management skills
  • Strong business acumen and project management skills
  • Demonstrated ability to develop and maintain productive business relationships with internal partners and external vendors
  • 3-5 years managing processes and technology in a collaborative environment
  • 3-5 years hands-on operations team management
  • 3-5 years Project management and/or implementation experience
  • Experienced in delivering comprehensive business systems requirements
  • Excellent written and verbal communication skills (this includes excellent listening skills, concise communication, and targeting the message to specific audiences)
  • Process improvement experience required
  • Excellent interpersonal skills including influencing and relationship-building across functions
  • Strategic thinker with strong analytical, technical, and creative problem-solving abilities
  • Undergraduate degree or equivalent experience with a preference towards an MBA
  • Must possess a positive professional company image internally as well as to external customers
  • Operates with an external view – understands markets, competitors, and clients
  • Proficient in relevant software applications including Microsoft Outlook, Excel, and PowerPoint and project management software tools; preferably Jira/Confluence
  • GrayHair Software is an AGILE company – working within the agile/scrum framework. Candidates with experience and/or knowledge of Agile/Scrum environments and culture are highly preferred

Parting Thoughts…

Thanks SO MUCH for reading! If you don’t work at GRAYHAIR, well WHAT ARE YOU WAITING FOR! Want to join us? Email jhagberg@grayhairsoftware.com.

QUESTIONS?