Director of Client Services and Implementation

, WV, United States

Description

At Asurint, we’re building a leading information-based technology company in Cleveland, Ohio. Asurint is on a mission to help our customers succeed by bringing innovation, flexibility and personal ownership to background screening – all while addressing the changing regulatory landscape. We measure our efforts by the success our customers enjoy and the positive onboarding experience of their employees. We are succeeding because they succeed.

Summary

The Director, Client Services & Implementation is responsible for leading our client services team and overseeing the successful implementation of products and services for our clients. This role requires a strong background in client relationship management, project management, and team leadership.

Responsibilities

Supervises employees, provides direction, coaches, trains and develops, hires, and manages performance to organization goals and expectations.

Provides leadership and direction to the client services and implementations team.

Collaborates with sales, product development, and other departments to ensure a seamless transition from sales to implementation and ongoing support.

Manages budgets and resources effectively and efficiently; knows and understands organization’s financial position.

Manages vendors, BPO partners, and outside service providers effectively; sets expectations and holds them accountable to agreed upon SLAs.

Leads the implementation of our products and services for new clients, ensuring projects are completed on time, within scope, and within budget.

Monitors client satisfaction and feedback, proactively addressing any issues or concerns to ensure a positive client experience.

Monitors and analyzes business volume forecasts and relevant data, plans accordingly in areas of resources, productivity, and costs.

Contributes to the development of strategic plans and initiatives to drive growth and enhance client relationships.

Leads by example by demonstrating personal accountability for high standards in all interactions with clients, with a focus on superior service, revenue realization, and growth.

Communicates/collaborates with leaders across the organization to support and implement growth strategies and develop long-term partnership and revenue retention strategies.

Establishes structure and processes to monitor new and existing client revenue realization and reduce client churn.

Ensures new clients are launched within the agreed upon time frame; creates and/or partners to develop solutions for clients utilizing Asurint’s technology infrastructure and applications.

Works directly with clients to present information relevant to resolving client challenges or general inquiries and provides strategic solutions to company leaders regarding service failures and/or client concerns.

Analyzes client activity to identify trends in service-related inquiries and improves communication/training to proactively reduce the number of inbound interactions.

Handles complex and escalated client service issues.

Establishes methodology to capture critical insights from new and existing clients regarding sales processes, implementation experience, client journeys, communication, and overall support.

Maintains and makes recommendations for departmental process improvements.

Other duties as required.

Requirements

Experience with operations or customer service management is required.

Experience leading at the department level is preferred.

Experience with technical applications and systems is required.

Experience creating and analyzing reports is required.

Experience with presentations and facilitation is required.

Experience with research or investigating in a regulatory/compliance-driven environment is preferred.

Experience with the legal/court system is preferred.

Experience with background screening is preferred.

Proficiency in MS Office (Outlook, Excel, Word) or similar software is required. Relevant business management systems such as general ledger, HRIS, CRM, etc. is preferred.

Education: Bachelor’s degree in business administration or a related field is required. Master’s degree is preferred.

Certifications or licensure: Driver’s license and ability to maintain a driving record that is satisfactory to the Company’s liability insurance carrier is required.

Years of relevant experience: 7 to 10 years is preferred.

Years of experience supervising: 5 to 7 years is preferred.

Working Conditions

The work environment involves everyday risks or discomforts that require normal safety precautions typical of offices, including the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.

This position is performed remotely within the United States or in an office setting in the Cleveland, Ohio headquarters, although off-site meetings in various settings may occur.

Inside Asurint’s office environment, the noise level is usually quiet to moderate.

In a remote setting, the employee is responsible for maintaining a safe and secure work environment, for arranging the off-site workspace in an ergonomically sound manner, and for maintaining standard Internet speeds in order to work effectively.

In a remote setting, the employee is required to ensure that all equipment and records that are the property of Asurint but have been relocated to the off-site workplace, are maintained in a safe and secure manner and are used only for business purposes.

The schedule is generally normal Eastern Time Zone business hours (unless otherwise communicated based on position or working location), although the employee may be required to perform work, attend meetings and events before or after normal workings hours, and occasionally on weekends and evenings.

Some travel by personal automobile and a valid driver’s license is required. Occasional overnight travel may be required.

Ability to lift light objects (less than 20 pounds) and carry them short distances (20 feet or less) is required.

The work environment involves everyday risks or discomforts that require normal safety precautions typical of offices, including the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.

Benefits

In exchange for your unique abilities, perspectives and teamwork, Asurint offers a competitive salary and an excellent benefit package -- with options you can select according to your needs -- which includes:

401(k)

Medical, dental and vision effective first day of employment

Paid time off

8 company-paid holidays

Employee Assistance Program

Paid Bereavement

Pet Bereavement

Telecommuting Stipend

Professional development programs

Short-term and long-term disability benefits

Flexible spending/health savings accounts

Business casual attire

Employee referral bonus

*Asurint is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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