at SIRVA, Inc. in Oakbrook Terrace, Illinois, United States
Job Description
Role Overview
As a Director, Client Strategic Partner, you will own the strategic client partnerships with an assigned set of accounts, developing essential relationships at multiple levels within the client organization. You will work closely with Vice President, Client Strategic Partner to strategize and develop long term plans for success at the client level, aligning closely with Sirva organizational goals and strategy. This role focuses on client profitability, identifying and executing growth strategies, as well as long term client retention. With a strong customer, client and service design mindset, you lead with vision to continuously work to enhance and improve the client andcustomer experience. You will grow your accounts by realizing business change, transformation, and acting as a trusted advisor, consultant, business partner and product/services expert.
What You'll Be Doing
Designs and executes client strategy to maximize client partnership success, expansion, and retention
Demonstrates full accountability for client profitability and management, by overseeing client relationship development and retention for a set of clients, and by developing strong relationships between Sirva and the clients
Works closely with both the Strategic Partner Team Vice President and Manager, as well as the Customer Experience & Operations Director to direct, support and enable the experience journey for both clients and customers to meet the identified Key Experience Metrics (KEMs)
Develops a deep understanding of client industry, culture, structure and key stakeholders to easily recognize and translate their needs and challenges and find applicable Sirva solutions to support their mobility programs
Utilizes metrics, data and trends to identify opportunities to engage the client in new incremental services and better utilization of contracted services to support additional Sirva revenue streams
Leads governance and/or business reviews of client accounts, client negotiations, renegotiations, proactive proposals and RFP/RFI activities
Ensures proper implementation of client contracts and regularly reviews to ensure requirements are being met and identifying and closing necessary gaps in collaboration with applicable Sirva departments
Partners closely with the Customer Experience & Operations Team to understand strengths and challenges in the operational support of the client accounts in an effort to create best practice solutions to continually enhance our customer experience delivery, leveraging the "wins" to influence the account strategies. This includes the monitoring and reporting of the key service level agreements to clients based on details provided by customer experience roles
Identify trends, best practices, and opportunities for policy consulting, written analysis and recommendations for cost effective client solutions
Leads the development of Requests for Proposals (RFP) for account renegotiations, including fee structure and presentation
Shares critical thinking through data analytics and reporting; has a curious and deep understanding of technology enabled service delivery
Champions change and improvements across the client and customer experience, influences future change/projects to support and achieve improvements in the end to end experience
Provides people leadership of Manager, Client Strategic Partner roles and/or others as appropriate. Coaches, assesses and develops direct reports. Accountable for the successful completion of training required for the business transformation
Supports the Implementation team and client in the onboarding of new programs and services
Partners with the IT Digital Products team to understand new capabilities for clients, and collaborates to ensure that client suggestions or required solutions are prioritized and delivered
Partners with Global Financial Operations Leadership to support and influence future solutions for clients
Ensures alignment of client expectations and Sirva capabilities
What You Bring to Sirva
Education/Experience
University/College degree preferred
5-7 years of demonstrable leadership experience and client relationship management within a technology enabled service delivery organization
Demonstrated increased levels of experience in global mobility, which can be in corporate or service provider roles
Proven experience in customer/client relationship account management, B2B sales and consulting
Flexibility to accommodate time zones
Ability to participate in frequent travel and entertainment/representation
Cognitive Skills
Must be a critical and analytical thinker, using data to assist with strategic decisions
Proven ability to maintain a sense of urgency and priorities while delivering results in a fast-paced environment
Strong business and financial acumen, deep understanding and interest in revenue and budget planning
Outstanding relationship builder with... For full info follow application link.
