Job Title Director, Client Success Manager
Job Description Summary C&W Services is seeking a Director, Client Success Manager who will drive retention and enable sustainable/profitable growth by ensuring execution of CW Services' Client Relationship Management Lifecycle methodology, Clientricity, for an assigned client portfolio. The individual will contribute to our client's success and improved retention through the deployment of the Clientricity tools and processes.
At the direction of the VP, Client Success, and in collaboration with the Client Services and Service Delivery teams, the role will drive an elevated client partnership with a client centric growth mindset, ensuring quality and execution of Clientricity deliverables for each assigned client.
This position will develop strong relationships with key client executives and stakeholders, creating and maintaining key client health documentation to support those relationships. In addition, this role will support the account teams and business development for assigned portfolio.
Job Description Track execution of relationship management and operations activities through accounts Clientricity Plans ensuring completion of Annual Fresh Eyes Reviews, Annual Expectation Meetings, Quarterly Business Reviews, and Clientricity plans. Contribute to an annual retention plan that ensures Clientricity tools and techniques are embedded across assigned portfolio with contracts due to end within 24 months of the fiscal year. Provide direct relationship management support during key client lifecycle management milestones; develop agendas, materials, co-conduct meetings with Client Services for assigned client portfolio. Partner with Client Services and Service Excellence to provide direct relationship management support to distressed accounts, or with weak Webs of Influence, or those that display signs of risk, conduct critical meetings / develop necessary action plans, and ensure completion of identified actions. Ensure quality of relationship management activities. Counsel Client Services on Clientricity best practices. Key Skills and Capabilities Proven experience in overall Client Success Management & Client Relationship Management. Experience and ability to collaborate with clients and internal teams. Executive-level client facing skillset and ability to collaborate closely with both internal and external parties. Experience in leadership roles with ability to influence and effect change in a matrixed organization. Experience managing teams and multiple concurrent processes. Strong written and verbal communications skills. Deep understanding of industry, client, and consumer pain points. Desired Experience Bachelors Degree – Preferred. Certifications – CXPA and PMP Preferred. 7-10 years Client Success and Project management experience. C&W Services is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.
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