Director, Client Success - Touchpoint (Church Management Software)

FUNCTION: The Director, Client Success oversees the account representatives and implementation functions of the business unit to ensure overall client satisfaction, retention, and revenue growth. This position has responsibility for the administration of personnel and department activities, controlling expenses, and ensuring client success services balance the needs of clients and the Cass organization in a way that strengthens client relationships and furthers Cass interests.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

Creates and executes client business development strategies focusing on expanding business relationships and increasing revenue from existing clients. Coordinates with sales, marketing and services teams:

• Developing executive-level and key decision maker contacts.
• Plans and creates awareness of additional solutions as well as other Cass vertical solutions.
• Proactively engaging strategic client executives to ensure a high level of Cass service and capability awareness with the client base.
• Developing potential marketing campaigns for the existing client base.
• Identifying opportunities to coach and develop staff with regards to process, technique, and strategies for developing and executing client upsell opportunities.

Manages the relationship between the business unit and its clients by:

• Ensuring clients are visited on a scheduled basis and professional presentation quality documentation is prepared to report the results.
• Alerting leadership of any changes or potential changes in the relationship with key, strategic clients.
• Utilizing Salesforce.com (or other client relationship management solution) to monitor, report, and manage client engagements, SLA's, XLA's, issues, action items, opportunities, and organizational structures.
• Delivering valuable reporting with respect to client relations communications and meeting frequencies.
• Ensuring client changes and problems are prioritized appropriately.
• Directing staff in management of client statements of work including escalation clauses and renewal to ensure realization of revenue adjustments occur as scheduled.

Monitors, evaluates, improves, and maintains performance of staff by:

• Administering a formalized goals-based performance process including development of measurable KPI's and XLA's.
• Communicating performance problems and recognizing achievements through frequent and regular feedback.
• Coaching employees for continuous performance improvement.
• Disciplining or terminating employees as necessary when poor performance is evident.
• Promoting and transferring employees.
• Hiring and developing employees to ensure quality delivery of services and support.
• Assuring employees are trained in the fundamental aspects of their positions and promoting the advancement of their knowledge of specific operations.
• Depending on business unit, establishing, implementing, and maintaining a formal, training curriculum for new and existing Client Success Managers.
• Delegating responsibilities to promote employee growth and development.
• Creating a work environment where employees are encouraged to identify process improvements, suggestions, accuracy, and client satisfaction.

Establishes and maintains training, processes, and strategies for employees to deliver a positive client experience.

• efficient client onboarding
• effective product training for clients
• successful consulting engagements
• timely support request resolution, all of which result in a positive client experience.

Establishes and maintains client relationship governance process that engages all levels within business unit's client base including; 1) Regular operational meetings with client day-to-day contacts to ensure processing performance; 2) monthly action log reviews with first line client management to ensure bi-directional focus on relevant tasks; and 3) quarterly/semi-annual reviews with senior client management to ensure Cass value proposition messaging and positive client experience.

Creates positive relationships and partnership with other department managers focused on optimizing divisional efficiencies, priorities related to client delivery, and client satisfaction.

Communicates corporate and department vision, needs, changes, and other information on a timely basis to assist in employee understanding and role in achieving stated objectives.

Other duties as required or assigned.

• Experience working with a team and accomplishing objectives through the efforts of others.
• Proven ability to be a high achiever that strives to set and meet difficult targets.
• Enthusiastic and professional demeanor exhibiting a high-level of honesty and sincerity in interacting with clients so that a trusting relationship can be formed.
• A high level of analytical skills to conduct complex and strategic analysis and convey that understanding both internally and with clients.
• Effective communication skills including excellent listening skills and the ability to communicate professionally with all levels of staff both verbally and in writing.
• Able to motivate others and create a positive work environment where others feel comfortable discussing issues and concerns.
• Ability to work both in office and remotely and travel to client locations frequently (25-50%), often requiring airline travel and overnight stays.

MINIMUM LEVEL OF PREPARATION AND TRAINING NORMALLY REQUIRED:

• Bachelor's degree in business administration, marketing, communications or equivalent combination of education and experience.
• 7 or more years of combined experience in client relations, sales, and management in a business which provides business to business services to a broad range of clients.
• 3+ years of leadership/management experience.