Director of Client Services
Skyline Displays, Inc.
•$90K — $131K *
Saint Paul, MN 55122 In-Person
More than 3 months ago
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Job Description
Director of Client Services
Overview:
The Director of Client Services oversees the client service team and ensures that customer service metrics and client goals are met. Acting as a liaison between Skyline clients and Skyline, ensuring expectations for both the client and company are agreed upon, communicated, and actively managed. The successful candidate is responsible for establishing and maintaining relationships with key clients, managing customer inquiries and issues, and providing training and guidance to the team.
The Director of Client Services reports directly to the SVP of Client Services and has responsibility over the Estimating Team, Solutions & Service Team, and Key Account Team.
Responsibilities:
o Establish and maintain relationships with key clients to ensure customer satisfaction.
o Ensure that business outcomes are defined, approved, and delivered.
o Support strong governance, aligned with the overall governance, and ensure timely decisions are taken.
o Process improvement application and documentation.
o Business standards creation, communication, and implementation.
o Service level agreement application and documentation.
o Provide customer service data, analytics, and reporting to leadership.
o Coordinate with different departmental teams to produce better business outcomes.
o Test business processes and recommend improvements.
o Profit Management - Invoicing and Billing Accuracy.
o Margin Management - Job Costing
o Oversee change order and supplemental billing processes.
o Improve tactical communication/inputs.
Requirements:
o 5 - 10 years of Industry Knowledge
o Microsoft Office Suite
o SharePoint
o Creation of Reports and Dashboards.
o Decision-Making Skills.
o Analytical and Critical Thinking.
o Communication and Interpersonal Skills
o Ability to Prioritize and Organize Effectively.
o Ability to Work on Multiple Projects Simultaneously.
o Ability to Work both Independently and with Others.
Minimum Education/Certification
Physical Requirements and Working Conditions
Overview:
The Director of Client Services oversees the client service team and ensures that customer service metrics and client goals are met. Acting as a liaison between Skyline clients and Skyline, ensuring expectations for both the client and company are agreed upon, communicated, and actively managed. The successful candidate is responsible for establishing and maintaining relationships with key clients, managing customer inquiries and issues, and providing training and guidance to the team.
The Director of Client Services reports directly to the SVP of Client Services and has responsibility over the Estimating Team, Solutions & Service Team, and Key Account Team.
Responsibilities:
o Establish and maintain relationships with key clients to ensure customer satisfaction.
o Ensure that business outcomes are defined, approved, and delivered.
o Support strong governance, aligned with the overall governance, and ensure timely decisions are taken.
o Process improvement application and documentation.
o Business standards creation, communication, and implementation.
o Service level agreement application and documentation.
o Provide customer service data, analytics, and reporting to leadership.
o Coordinate with different departmental teams to produce better business outcomes.
o Test business processes and recommend improvements.
o Profit Management - Invoicing and Billing Accuracy.
o Margin Management - Job Costing
o Oversee change order and supplemental billing processes.
o Improve tactical communication/inputs.
Requirements:
o 5 - 10 years of Industry Knowledge
o Microsoft Office Suite
o SharePoint
o Creation of Reports and Dashboards.
o Decision-Making Skills.
o Analytical and Critical Thinking.
o Communication and Interpersonal Skills
o Ability to Prioritize and Organize Effectively.
o Ability to Work on Multiple Projects Simultaneously.
o Ability to Work both Independently and with Others.
Minimum Education/Certification
- Minimum of a B.A. in business or related field or equivalent, directly related work experience required
Physical Requirements and Working Conditions
- Up to 25% travel, sometimes for days at a time