Director of Client Relations

Petaluma, CA 94954

Industry : Other (Skills) Job Number: 27603

Summary:                                                    

The Director of Client Relations is responsible for developing and overseeing client-facing service delivery. The Director of Client Relations will focus on the continuous improvement of the client experience and the development of internal communication, collaboration, and coordination to improve efficiency and quality of deliverables. In addition, this position is responsible for the management, supervision, direction, and evaluation of assigned direct reports as well as consistently elevating the brand by providing on target solutions to client-facing problems. You’ll work alongside Vice President to establish strategic client goals and manage deliverables across all client platforms. You can think into the future and help our clients solve needs that they may not understand, or foresee, today.

 

Responsibilities:

Leadership

  • Lead, organize, and drive execution within the client experience with account managers and sales staff
  • Track, analyze, report on, and optimize client experience metrics
  • Analyze operational trends and communicate issues to appropriate members
  • Identify areas for improvement in client experience, develop initiatives to address these areas, and lead the team in executing and optimizing these initiatives swiftly and effectively
  • Develop and improve client experience best practices and account management guide that reflect Star’s commitment to achieving the highest standard of client satisfaction, and use these materials to train new team members effectively
  • Lead the team in communicating effectively with clients and addressing issues rapidly and fully, either through direct action or by pulling in other relevant parties and seeing problems through to their full resolution
  • Lead weekly team meetings and strategy sessions
  • Provide thought leadership, strategic insight, and clear communication (written and verbal) to the team on strategy
  • Ensure that each branch has an active and successful sales plan

 

Account Management

  • Participate with the leadership team in execution of the business and strategic plans and programs
  • Manage assigned clients leading by example
  • Supervise each branch and ensure they are monitoring client relations day to day operations
  • Provide guidance, feedback and coaching to staff to improve process and communications
  • Senior contact for escalated issues with clients
  • Participate in conference calls with staff on client related issues as needed
  • Ensures the established standards for the practices and monitors quality of service

 

Sales

  • Create and support sales team members by leading efforts to conduct research on and build relations with prospective clients
  • Lead sales efforts with top 25 campaign each quarter
  • Ensure that sales team achieves minimum metrics & financial goals
  • Evaluates and implements appropriate sales techniques to increase overall sales volume
  • Manage and direct a salesforce to achieve sales and profit goals
  • Design and recommend sales program and establish short- and long-term goals

 

Qualifications:

  • Minimum 3 years’ successful sales management within the staffing industry required
  • Minimum 3 years’ experience leading teams
  • 4-year college degree preferred
  • Commitment to excellence and high standards
  • Excellent written and verbal communication
  • Amazing time-management skills, with the ability to multi-task and prioritize workflow
  • Excellent organizational skills and high attention to detail
  • Ability to work independently as well as part of a team
  • Customer service driven
  • Ability to be resourceful and proactive when issues arise
  • Proficient with Microsoft Office Suite
  • Travel required



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