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Director of Client Services

Brand Protection | Remote | Full Time

Job Description

Position Summary

The Director of Client Services serves as the business leader in charge of all client-related services and support activities and provides leadership in the strategic oversight of the Client Services team while providing accountability for the company’s strategic goals. Primary role is to provide direction to the planning, management, and oversight of events and other special projects in order to drive the achievement of budgeted revenue targets and grow the business through new value propositions, with and through a team of direct and indirect reports. Results will be obtained through effective planning, influence building, and use of resources.

 

Essential Job Duties and Responsibilities

Job Duty

Managing within the Sales Ecosystem 

  • Align and prioritize tactical activities to support strategic sales plans
  • Establish, monitor, and control costs that impact sales margins
  • Ensure accurate forecasting while monitoring performance to metrics; Standard measurements will focus on actual sales, profitability, and growth percentage within the business unit
  • Align Client Services resources with opportunities
  • Screen administrative demands and troubleshoots back-office operations to minimize sales disruptions
  • Attract, retain, and terminate staff to improve sales performance, address capability gaps, and promote diversity

 

Create, Maintain, and Protect Accounts 

  • Target opportunities for growth, support the development of winning proposals, and maintain opportunity momentum to expand client revenue
  • Gather and monitor client intelligence, build client executive business relationships, and manage execution readiness and resource alignment
  • Troubleshoot and monitor operational issues
  • Oversee the development of reports (i.e. weekly, monthly, and quarterly reviews) for all necessary stakeholders to review and improve business impact

 

Setting Sales Strategy

  • Identify and articulate innovative sales practices
  • Create overarching account strategy to guide organizational, technical, process, and account planning and implementation to deliver assigned business objectives
  • Provide leadership to accelerate strategy adoption
  • Configure and align sales portfolios of team members for maximum effectiveness

 

Coaching for Sales Results

  • Observe team member behavior to identify strengths, weaknesses, and opportunities for improvement
  • Balance corrective with positive feedback to ensure optimum guidance and performance improvement
  • Leverage motivation as a key enabler of client performance
  • Demonstrate and mentors expected service behaviors

 

Supervisory 

  • Directly manages assigned direct reports
  • Hires, retains, trains, coaches, guides, directs, develops and empowers direct reports using company-wide processes, tools and resources


Supervisory Responsibilities 

Direct Reports

- Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources

Indirect Reports

- May delegate work of others and provide guidance, direction and mentoring to indirect reports

 

Travel and/or Driving Requirements 

 

- Travel and Driving are not essential duties or functions of this job  

 

Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

 

Education Level: (Required) Bachelor's Degree or equivalent experience

                                  

                            (Preferred)  Master's Degree  or equivalent experience                         

 

Field of Study/Area of Experience:  

- 10+ years of general leadership experience in a sales environment, including full P&L responsibility (budgeting, forecasting, etc.)

- 5+ years of direct sales management experience

- Proven track record in sales

- Previous experience managing 10+ direct reports

- Experience working with major retail chains such as Best Buy, Wal-Mart, and/or experience in consumer package goods industry


Skills, Knowledge and Abilities 

  • Good interpersonal skills
  • Excellent customer service orientation
  • Team building Skills
  • Ability to exercise sound judgment
  • Decision making skills
  • Ability to visualize and plan objectives and goals strategically
  • Well-organized, detail-oriented, and able to handle a fast-paced work environment
  • Excellent written communication and verbal communication skills
  • Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadline
  • Ability to direct, lead, coach, and develop people
  • Flexible and adaptable, able to change and alter according to changes in projects or business environment
  • Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
  • Environmental & Physical Requirements

 

Office / Sedentary Requirements 

Incumbent must be able to perform the essential functions of the job.  Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.  

 

Additional Information Regarding ASM Job Duties and Job Descriptions

 

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. ASM reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.  ASM shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.