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Senior Director, Client Engagement

Company: HelpSystems
Location: Eden Prairie
Posted on: June 6, 2021

Job Description:

RELAXED WORK ENVIRONMENT, DEDICATED TEAM, & GROWING COMPANY

Senior Director, Client Engagement (Global)

What You'll Do:

The Senior Director for Client Engagement (Global) is responsible for leading the HelpSystems Client Engagement team for our Data Security solutions. This role will be responsible for developing customer relationships that promote retention and loyalty at HelpSystems, working closely with customers to ensure they are meeting their objectives, timelines and are satisfied with the products and services they receive.

KEY DUTIES

  • Develops and maintains the global Client Engagement strategy at HelpSystems (Data Security solutions)
  • Identify plan to incrementally assign resources to customers.
  • Responsible to partner with other functions to facilitate Client Engagement's overall success with an aim to maintain customers, drive adoption of HelpSystems solutions, and deliver the highest levels of customer delight in partnership with our business units.
  • Ensures a primary internal point of contact is engaged throughout the customer's life cycle and that success plans with deliverables have been communicated and agreed to.
  • Manages a team of direct reports, identify and coach leaders in areas of specialization, and development of staff, including:
  • Oversees resource management, including resource utilization, performance, and job satisfaction.
  • Monitors and address gaps in product knowledge to minimize single points of failure.
  • Manages demands on the team with adequate capacity.
  • Partners with sales, services, support, and product management to develop, monitor and report on customer satisfaction KPI's across the entire customer base.
  • Provides key metric reporting to allow better visibility to overall customer account health and risk to renewal for our Data Classification and Protection business.
  • Ensures compliance with customer service level agreements and issue resolution.
  • Delivers on an exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals.
  • Drives the adoption of our products - using data to provide insights, share best practices, and progress from the crawl phase through the maturity curve.
  • Identifies customers at risk, and work with extended team to create and execute on action plans to mitigate risks.
  • Be the Voice of the Customer (VoC) internally - share process improvements and requests back to internal stakeholders. Ensure customer perspective is understood and addressed resulting in an improved customer experience.

BASIC QUALIFICATIONS

  • 15+ years of management experience leading a team of customer success professionals.
  • Skilled at Program Management, helping to effectively drive change across groups by engaging key stakeholders.
  • Experience working with all levels of customer's organization include CxO level in a delivery capacity such as Engagement Management.
  • Proven effectiveness at leading and facilitating executive meetings and workshops.
  • Understanding and experience of account planning and customer engagement plans.
  • Ability to work with a matrix reporting structure working with sales leadership and the General Manager(s) for the product brands managed.
  • Results oriented with ability to analyze information, evaluate results and present complicated information clearly.
  • Complex problem-solving experience.
  • Ability to create, read, analyze and interpret business and financial information.
  • Experience in demonstrating leadership/influence and collaboration across multiple and diverse groups.

As a seven-time Star Tribune Top Workplace we are dedicated to making our employees happy by offering great benefits, fun company culture, and transparency from our leadership team. When working at HelpSystems you will have the opportunity for an upbeat office environment with A LOT of perks, such as professional development, equity program, employee recognition programs, and more!

Check out our website to learn more about HelpSystems and apply by visiting our Careers page. We encourage you to check out our Glassdoor page as well.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

Keywords: HelpSystems, Eden Prairie , Senior Director, Client Engagement, Other , Eden Prairie, Minnesota

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