Job Summary The Director of Stakeholder Support oversees three integrated pillars• Franchise Support, Client Support, and Inside Sales'to optimize performance across our Commercial and Insurance National Accounts programs. This role designs and scales processes, orchestrates cross-functional collaboration (Sales, Operations, Legal, Finance, Technology), and delivers measurable outcomes including franchise program participation, client satisfaction and retention, compliance, and profitable revenue growth.
This role requires a dynamic leader with a passion for operational excellence, innovation, and stakeholder success in a fast-paced environment.
You will Franchise Support
Enable franchise success across all aspects of National Accounts programs, from onboarding to ongoing execution.
- Develop and maintain a scalable franchise support model.
- Own and improve program documentation and intranet resources (structure, usability, version control, search).
- Establish and enforce job file audit standards; perform audits and collaborate on remediation and improvement plans
- Partner with Operations, Accounting, and Client Support to resolve billing disputes and unapplied payments; identify root causes to prevent recurrence.
- Triage technology and workflow questions; coordinate with CX/Tech on issue resolution and enhancements.
- Maintain a closed-loop issue resolution system with SLA tracking and VOC measurement.
- Collaborate with Client Support to ensure seamless stakeholder experience.
Client Support
Strengthen client retention, growth, and satisfaction through performance monitoring, issue resolution, business reviews, and onboarding excellence.
- Build account performance monitoring cadence (dashboards, scorecards, tiering) to inform Account Managers and leadership.
- Drive account scoring and tiering standards linked to service levels and playbooks.
- Partner with Account Managers to deliver impactful Quarterly Business Reviews (QBRs).
- Lead Salesforce governance for National Accounts, including adoption, data standards, dashboards, and training.
- Manage new client onboarding: RFPs, deal vetting, contracting, insurance/compliance, kickoff communications, and program bulletins.
- Maintain a central repository for agreements and lifecycle status.
- Collaborate with Franchise Support to ensure an integrated client and franchise experience.
Inside Sales
Lead the inside sales function for target and existing accounts below the threshold of dedicated Account Managers, focusing on acquisition, retention, and growth.
- Establish systems and processes to support scalable inside sales operations.
- Define segmentation rules and engagement models with clear cadences, SLAs, and playbooks.
- Develop inbound/outbound scorecards and funnels for account acquisition and growth.
- Implement structured activity management, sequencing, and objection handling.
- Set and manage performance targets, compensation plans, pipeline health, and forecast accuracy.
You have - Minimum 7 years of franchise or field operations experience.
- 5+ years of stakeholder support experience, ideally in a federated or distributed model.
- Proven experience establishing and leading support functions in complex environments.
- Demonstrated success in leading and transforming teams.
- Exceptional communication, collaboration, and cross-functional leadership skills.
- Strong execution and results orientation in fast-paced settings.
- Proficiency with Microsoft Office and CRM platforms (Salesforce preferred).
- Ability to communicate clearly and professionally in writing and verbally with employees, clients, and partners.
- Ability to occasionally travel as required for business needs.
Education - Bachelor's in business or related job experience
- Certifications in Industry Software preferred
What we offer - Excellent health benefits plan, which includes medical, vision and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- 2 free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development program
