Feb 10, 2020

Director, Client Success

  • Professional Diversity Network
  • Phoenix, AZ, USA
Full-Time Consultant

Job Description

Silverline

Silverline Overview

At Silverline, we are passionate about what we do. We're a diverse group of cloud professionals with the same goal: to create rewarding experiences for our clients through technology - and we have a good time while we're at it! As a Salesforce Platinum Partner, Silverline combines Strategic Advisory, technical implementation services, and ongoing Managed Services to enable organizations to achieve maximum value with the Salesforce platform. Silverline is consistently recognized as one of the best places to work, among other accolades. Join us!

Position Overview

As a key leader within our Client Services team, the Client Success Director is responsible for building strong relationships with our clients and helping them realize the value of our services and the platforms we support. Specifically, the Client Success Director is an important driver in growing and retaining our client base as well as supporting pre-sales cycles for potential new clients. This position is client-facing and requires interaction with various stakeholders at all levels, both internally and externally, with the goal of overall client success. The Client Success Director profile requires a unique blend of business and conceptual technical expertise; with the drive, influencing skills, and ability to collaborate with many constituencies to grow the business.

The right candidate for this position will also have a broad business background that adds strategic value to the role. Willingness to travel up to 20% of the time is required.

PrimaryResponsibilities

  • Establish productive, professional relationships and develop a "trusted advisor" status with key stakeholders in specific client accounts
  • Analyze account potential, critically identify gaps, and make strategic recommendations throughout the lifecycle of our clients
  • Proactively lead strategic account planning process to understand account potential and go deeper into each account ensuring renewal of client engagement
  • Generate and close opportunities for a portfolio of accounts influencing overall revenue growth from existing clients
  • Drive strong relationships across the Silverline team and with client executives including presentations centered on client business value and Silverline's industry sub-vertical point of view as appropriate
  • Work closely with sub-industry leads in Financial Services to demonstrate industry knowledge and its relevance with technology solutions
  • Manage client expectations with a focus on satisfaction, retention, and renewal
  • Lead business requirements gathering efforts to best understand client needs and adequately scope projects for new client initiatives
  • Communicate clearly the progress of initiatives to key client stakeholders
  • Assist with high severity requests or issue escalations as needed to ensure client satisfaction and problem resolution
  • Work with Client Services Managers to identify project risks; set up action plans to mitigate
  • Collaborate with sales during the pre-sales stage to research and understand client business challenges and drive towards value added solutions
  • Coach team members on how to handle various project scenarios; Coach team members on project excellence while maximizing project profitability
  • Stay well informed on the latest Salesforce functionality and complementary technologies
  • Monitor key account metrics to achieve account growth and proven value for our clients

Required Qualifications

  • Bachelor's Degree in Business Administration, Management, Computer Science or Related Fields of Study or equivalent business experience
  • 10 + years experience in consulting including time in project, program management, and sales in Financial Services
  • 10 + years experience related to the successful delivery of CRM / Salesforce projects as well as experience conducting business interviews and leading client workshops
  • Ability and confidence to work closely with, and advise, senior executives at a given client
  • Proven track record of nurturing and upselling existing accounts
  • Experience assessing business objectives and defining change strategy to meet objectives
  • Experience with Agile, Scrum or adjacent delivery methodologies
  • Experience with custom application project leadership
  • Past experience in measuring progress of programs against established objectives such as revenue, expense management, utilization metric, profit margin, delivery quality, and client satisfaction
  • Ability to work independently, work with a remote team, think creatively, manage own time, and take initiative to drive projects
  • Ability to build out value proposition presentations and package offerings
  • Proven track record of developing and maintaining profitable and referenceable client relationships
  • Confirmed experience to proactively identify, assess, and mitigate risks during bid development and project execution; manage delivery of projects; identify, develop, and close services engagements; develop winning and profitable proposals
  • Proven experience working on multiple projects at once, prioritizing, work independently, and problem solving, and working under pressure in a fast-paced environment
  • Experience establishing client vision and communicating to multiple types of buyers at the client
  • Must be confident, resourceful, flexible and exhibit initiative
  • Team player with ability to work and communicate effectively with cross-functional teams (sales, delivery, marketing, etc.)
  • Strong communication (verbal & written) and persuasion skills

Visit our Careers page to learn more about our industry-leading benefits and award-winning culture! https://silverlinecrm.com/careers/




States

AZ  

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