Director, Client Services - HR Solutions RiseSmart, Inc.
RiseSmart is a dynamic fast paced venture backed HR Technology company looking for a Director of Client Services at its office in San Jose. RiseSmart provides Next-Gen Outplacement solutions. The company leverages a semantic job search technology platform, proven methodologies, and one-on-one support to help employers with their workforce strategy, and displaced employees with their career strategy.
RiseSmart has won several awards, the recent ones being the Golden Bridge Awards and the Stevie Awards for the Most Innovative Company, The Red Herring Global Top 100 Companies Award, and the Bay Area Best Places to work for 2011 and 2012 and the ?Cool Vendor for Human Capital Management for 2012? by Gartner.
The Director of Client Services is responsible for service delivery, project management, and day to day account management of our corporate customers. In this role, he or she leads a team of Client Services Managers, and also supports several key accounts directly. The Director Client Services serves as our customer advocate, ensuring successful, timely, and flawless execution of deliverables and commitments across the customer base ? ultimately ensuring that customers (internal and external) are delighted with our solutions. The Director Client Services is responsible for maintaining a 100% customer retention rate and ultimately ensuring the reference-ability of our customers.
? Hire, manage, coach and develop team of Client Services Managers and Client Services Associates. Provide ongoing guidance and coaching to team members.
? Prioritize workload across team, and ensure team is right sized for success.
? Coordinate tight communication with cross-functional teams across the company. Partner closely with sales organization on account strategy and account deliverables. Partner closely with operations to ensure effective service delivery.
? Maintain visibility across all accounts and ensure successful, effective, and timely execution of all deliverables and compliance with contractual commitments.
? Deeply understand customer satisfaction scores and drivers and coordinate initiatives for consistent improvement. Ensure satisfaction and quality targets are achieved across all accounts.
? Maintain effective systems, tools, and processes for the Client Services function. Partner closely with product organization to drive enhancements to tools and technology.
? Understand and stay current on trends and best practices in the Career Transition and Human Capital space and apply that knowledge to support both Client Services team and customers.
? Develop strong relationships with key contacts at each customer organization assigned
? Provide best practices oriented guidance and support to customers when planning a career management initiative or workforce reduction or reorganization event
? Provide data and reporting, and review progress with customers on an ongoing basis. Ensure entire Client Services team is meeting account milestones and targets.
? Coordinate any training and onsite support necessary/requested by customers across all accounts. Deliver training and implementation support where required.
? Provide ?subject matter expertise? and general support for sales initiatives, product initiatives and RFP
? Passion for delighting customers and service excellence
? Strong team management & development skills including leading cross functional teams
? Excellent communication skills; excellent writer, verbal, presentation and follow up skills
? Proven success in client management/account management ? particularly with Fortune 500 size customers
? Experience managing large complex projects
? Organized, detail oriented
? Big picture, strategic thinker
? Flexible, adaptable, easily handle (and enjoy) constantly changing priorities; able to work well with ambiguity
? Strong work ethic and desire for excellence; Possess a sense of urgency
? Strong track record of exceeding customer expectations through seamless execution of identified action plans
? Experience running a Client Services and/or Account Management function supporting Professional Services and SaaS/Software solutions
? Expertise working with Human Resources, Talent Management, and/or HCM. Outplacement experience preferred
? 10-15 years of professional experience with a track record of continued growth
Minimum of 5 years of account management experience
Minimum of 8 years of team management experience
? Ability to travel 20-40% (varies)
? Required: Bachelor?s Degree
? Desired: Master?s Degree
||San Jose, CA |