Director, Client Delivery ServiceSource
THIS JOB HAS EXPIRED Role Description
The success of ServiceSource is heavily reliant on the unparalleled delivery for and retention of its customer base. The Director of client delivery will be a key member of the Client Delivery organization responsible for managing a portfolio of client engagements by directing the operational teams that deliver our solution for our clients. This leader will be responsible for taking ownership of key client relationships, meeting face-to-face to with client executives to improve account satisfaction, developing client retention strategies, conducting quarterly business reviews and ensuring we?re executing against client expectations and the entire ServiceSource solution set. This individual will have the opportunity to work directly with our customers and have broad interaction with the entire leadership team while making a direct impact on the company?s aggressive financial targets.
The leader we seek must be able to assume the role of a client advocate, salesperson, coach, team player and be able to operate with a sense of urgency and make on-the-fly decisions when necessary. The Director must be able to quickly integrate into and understand the unique offering presented by ServiceSource to ensure the financial and operational targets are delivered for his/her respective client portfolio.
ServiceSource is seeking a candidate who can think strategically and execute tactically. The ideal candidate will be an effective performer with demonstrated leadership strength in managed services organizations and/or technology companies. He/she will be customer-focused, detail oriented, articulate and credible and have the ability to instill confidence in the most demanding customers, such as: the executives and senior leaders of Financial Operations, Services, Support and Operations. The role will require a business-oriented executive that can execute an effective service and delivery strategy focused on results, performance, process and prioritization. The Director will bring methods, process and organization to the ServiceSource Client Delivery function to help build Service Share for our high-tech clients? services revenue.
Financial & Operational Focus
Ensure attainment of revenue and gross profit targets driving over all P&L across multiple accounts
Drive accurate and effective forecasting
Ensure contract integrity (i.e. meeting volume commitments & other SLAs)
Customer Retention and Loyalty
Account strategy development and drafting of playbook to execute on the strategy
Provide value added business intelligence
Understand the client?s expectations and develop strategies to exceed and continuously improve
Establish and develop broad, high value executive relationships
Define and deliver high NEB
Effectively leverage ServiceSource Executives and other resources to strengthen account
Identify and anticipate internal client challenges and successfully manage issue resolution (bi-directional)
Execution of contracted business, contract fulfillment
Respond and resolve day to day operations issues and requests
Ongoing process management to ensure continual improvement of key metrics
Manage investment decisions and define structure for account team
Drive employee satisfaction by leveraging key talent development tools, employee surveys, and compensation and rewards systems.
Develop a plan and manage turnover at all levels.
Candidates should have a demonstrated strength in ROI-based solutions and delivery methodologies to smart, sophisticated customers that result in recurring revenue. This individual should also have a strong background in account management, service delivery, sales and technology.
Bachelor degree is required.
Strong solution selling skills.
Willing to roll-up the sleeves and get it done
Smart, dynamic, aggressive and strategic (has intellectual horsepower)
Managed Services and/or Technology Services sales and delivery experience
Knowledge of complex markets and issues
Strong executive presence and ability to command respect (internal and external)
Ability to work effectively within a dynamic environment
Good communicator with the ability to articulate a strong value proposition
Attention to detail and high level of accountability are imperative
Self-starter who can set and manage priorities
Considered to be a strong coach and motivator
Has strong work ethic and integrity for their work
Strong analytical skills
Experienced with tools such as Access, Excel, Business Objects
Sales Management & Leadership
Meet/exceed business case targets
Consistently forecast accurately
Successfully execute High Performance Sales program for portfolio of accounts
Retain 100% of clients within portfolio
Deliver business intelligence and reporting that meets client expectations (QBRs) ? 90 days
Operational Management & Effectiveness
Ensure operational plan is executed against business case and contractual agreements
Bring together resources to ensure plan is executed
Establish go-forward operations metrics targets that align with Enterprise objectives
Produce accurate forecasts covering operating expenses
People Management & Leadership
Construct development plan and establish career goals for key employees - 60 days
Develop succession plan for key roles within team and portfolio - 60 days
ServiceSource offers an attractive competitive salary, bonus and benefits package
||Nashville, TN |
THIS JOB HAS EXPIRED