Highlights
Competitive compensation and benefits packages Continuous professional development and learning opportunities Regular engagement activities and events The Client Engagement Director is in charge of creating and developing the best practices and strategies that will enable iFive to further support the different project disciplines. This position demands robust leadership skills, strategic insight, and the capacity to navigate difficult situations with resilience. The position's main tasks are to coordinate with the client and implement changes, strategies, plans and process improvements to provide better added value to the clients. This role is responsible for overall account management which includes the following:
Staff Management – discipline, performance improvement, monitoring, coaching, retention Client Relationship Management – relationship management, coordination, client retention, client satisfaction Cost Management – although this is mainly a responsibility of Finance, client engagement should monitor resource utilization and ensure efficiency and maximization of resources Service Delivery Excellence - Understand and address client needs, proactively improving service delivery. Business Growth and Expansion Capacity Planning Duties and Responsibilities: Manages a group of AMs and SAMs and continuously provides performance update and management through monthly coaching sessions, team meetings and biannual performance reviews. Implements succession planning/career path development for AMs and client staff. Analyzes, documents, implements and monitors processes to achieve higher efficiency and effectivity rating in the different project disciplines and within iFive, particularly with the CE department. Enforce best practices that are in line with iFive's core values are implemented consistently. Ensure the correct and timely implementation of the company's code of conduct and corrective action process. Ensures iFive's adherence to its contractual obligations by reviewing the clients' contracts on a regular basis. Spearhead contract renewals as applicable. Ensures the timeliness and accuracy of all internal reports Ensure compliance to Finance timelines on client billables – incentives, budgets, etc. Forecasts hiring and expansion requirements of clients. Coordinates with the AMs and the Recruitment Team for monitoring and completion. Reviews clients' businesses and implement cross-selling strategies to meet expansion targets or open new ones. Coordinates with the Business Transition Team and assigns POCs for new clients to ensure requirements are all set before Go Live. Creates lasting business relationships through regular client meetings and surveys. Works in partnership with the different departments to address client or staff queries, requests and concerns and to exceed their expectations. Investigates client complaints or concerns. Resolves problems and manages escalations that may arise from client or staff issues within a reasonable timeframe. Develops and implements strategies that will help ensure and/or increase client satisfaction and retention. Facilitates a supportive and fun environment through the development and implementation of employee engagement activities. Additional responsibilities for the Senior Client Engagement Manager Coordinate with the Corporate departments in order to meet both client and staff requirements Work floor allocation and capacity management Ensures that the site is well-maintained and meets iFive's requirements and standards Conduct meetings with the site corporate departments to discuss areas for improvement and action plans Other duties may be assigned. Oversee service delivery to ensure high quality and timely completion Monitor SLAs and KPIs, adjusting as needed. Use data insights to develop strategies and enhance market position. Engage in client presentations and contract renewals to ensure satisfaction Qualifications: Education: Bachelor's degree in business administration, Marketing, or a related field. An advanced degree or relevant certifications are a plus. Experience: This position requires a minimum of 8+ years of experience in client engagement, client services, account management, or a related field, with a proven track record of managing client relationships. At least 2 years of experience in a senior manager-level role. Skills: Exceptional communication and interpersonal skills. Strong strategic thinking and problem-solving abilities. Ability to analyze data and derive actionable insights. Proficiency in CRM software and other client management tools. Excellent organizational skills with the ability to manage multiple accounts simultaneously.
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