Client Services DirectorThe Client Services Director is a senior-level role responsible for managing both existing and new client book of business. In addition, the Client Director will ensure the quality of implementations, customer satisfaction and long term retention of the customers. This role will interface with clients and all internal divisions of the company and reports to the VP Client Management.Responsibilities:Oversee staff of up to 15 which includes relationship managers, senior managers, product specialists and implementation managers and consultants of their client projects.Hire staff; ensure they are properly mentored, trained and motivated.Ensure all team personnel are effectively staffed and utilized.Achieve client management group revenue goals and utilization targets.Achieve individual group retention and customer satisfaction targets.Complete project and account reviews on a regularly scheduled basis which includes:Review implementation status and resolve implementation issuesWork hands on with clients as necessary, with the goal of achieving successful, on schedule, on budget, and a high level of client satisfaction with implementation servicesUltimately responsible for delivery of each implementation upon which staff participates.Develop, review and execute to both strategic and tactical account plans for respective client portfolio.Proactively manage any pending At Risk situations that may occur from time to time.Build senior level relationships within client portfolioServe as liaison to Sales, R&D (Product Management, Engineering and QA) or other departments with needs or dependencies on services (and vice versa) to share expertise, escalate, champion/resolve issues, etc.Continuously improve implementation practices and procedures such as estimating, scoping, quality assurance reviews, methodologies, and reengineering to deliver cost effective and efficient deployments.Ensure that all staff adheres to policies and procedures.Participate in Sales process:Present implementation methodology and procedures overview to prospects (on-site and/or remotely)Respond to ad-hoc design and best practice questions from prospectsPrepare realistic estimates, assumption documents, and SOWs for delivery to prospects and where necessary for inclusion in customer contracts.Compose and conduct staff reviews.
Review and assess personnel for compensation and promotion purposes.Maintain utilization of 20-30% (1 ¿ 1.5 days per week) via value-add management activities such as project reviews, specialized support, kick-off ad hoc meetings, etc.Review and approve Expenses and Time EntriesLead meetings:Bi-weekly team meetingsProject Reviews (internal and external)Account ReviewsMeasurable Objectives:Ensure projects are successfully completed properly, on time, on budgetMaintain high client satisfaction and retentionEnsure team is well trained and mentoredMaintain 70% group utilizationMaintain 25-30% personal utilization via project reviews, project team support, kick-off meetings, etc.Adhere to Company¿s and group¿s Policies and ProceduresContribute to department revenue targets and strategic initiativesRequired Competencies & Experience:Experience implementing financial systems and delivering multi-tier financial applicationsMust be able to learn COMPANY¿s CRIMS applicationExperience managing portfolio of clients and building senior level relationshipsProven experience in managing team of 10+ consultantsConsulting skills and experienceAbility to apply priorities and match staff ability to customer requirementsStrong analytical and problem-solving skillsStrong communication and inter-personal skillsAbility to develop and manage cross functional processes and project timelinesUnderstanding of the implementation lifecycle and methodologiesProven ability to recommend and apply industry and technical best practicesStrong contributor with high motivation, with the ability to take initiative, set priorities and perform tasks with minimal guidanceBachelor¿s Degree in Technical/Analytical discipline10+ years of experienceIdeal Competencies & Experience:Specific knowledge of the investment industry (financial instruments, workflows, major players, trends, etc.)Strong management background; ability to work tactically and strategically