Director of Client Services
Invenio - Winchester, VA
DESCRIPTION

Invenio Solutions provides lead generation services, lead nurturing services, inside sales outsourcing and more for business-to-business organizations. Formed through the strategic acquisition of multiple, forward-thinking, lead focused organizations; Invenio is a cutting edge, marketing solutions powerhouse with an experienced team, strong vision, diverse skill set and proven track record of success. The company is headquartered in Austin, Texas and has offices in Winchester, VA, Las Colinas, TX, Sammamish, WA, and Mississauga, CAN.We are looking for a Director of Client Services in our Winchester, VA office who is strategic minded, possess leadership qualities, have experience in: new client relationship development; project/people management and possess an entrepreneurial spirit. The Director of Client Services serves as a direct liaison between clients and internal teams and is responsible for understanding clients' needs, Invenio's service offering and how to drive effective actions to meet and exceed client expectations. This is a four part role consisting of Client Consultation and Satisfaction, People Management, Project Management and Results Attainment within the Enterprise Solutions Division of Invenio Solutions.

DUTIES

Works closely with business teams to champion the best client opportunities Ensures completed client partnerships and transactions are successfully transitioned to the business owners Builds strong interpersonal relationships across the business and individual teams to deliver results Develops and maintains a thorough understanding of company strategy, financials and competitive landscape Develops a consultative business to business sales culture though leadership and coaching Client Consultation & SatisfactionBuilds key relationships with client groups, understands client needs, and how our services meet those needs100% knowledgeable of client expectations; provides proactive strategies in all interactions with client and account team in order to meet these expectationsMaintains clear understanding of Invenio service offerings and how these align and support client initiativesUnderstands how each client will evaluate team performance both quantitatively and qualitativelyUnderstands business needs, analyzes business results, reports on current related trends and makes recommendations to client to improve programsHighly responsive to client questions, requests and needs Measured by: 1. Quarterly satisfaction results 2. Observed interactions and thought leadership displayed during weekly callsPeople ManagementCoaches sales managers and representatives to consistently improve productivity and call executionEffectively manages reps through clear and open communication regarding performance, making recommendations on areas of opportunity in outbound calling, and rewarding accomplishmentsProvides qualitative and actionable feedback to team members based on individual and whole performanceSuccess measured by: 1. Monitoring of data input into quality capture system 2. Quality monitoring scores3. 1x1 meetings 4. Observed interactions and thought leadership displayed during team meetings, internal management meetings and client callsProject ManagementBuilds and maintains trusted relationships across internal and external departments to promote team work and operational best practices Responsible for managing processes to ensure effective actions are taken, deliverables and timelines are met and communication is timely Provides strategic and tactical direction across programs to deliver upon client expectationsCreates, implements and maintains processes, procedures and necessary tools to oversee each business accountDelivers all internal and external client communication in a clear, strategic and professional manner Manages all documentation of supporting data, analysis and explanations/recommendationsLiaises between client contacts and internal upper management, keeping both apprised of program results, expectations and client issuesSkillfully balances the management of multiple projects at one time; exhibits good judgment in prioritizing project activities Maintains working knowledge of client business objectives and ensures that team and client activities are aligned with said objectives Sets team expectations of work deliverables and defines strategy and project scope Success measured by: 1. Observed interactions and thought leadership displayed during daily interactions, email correspondence and weekly calls Results Attainment Drives actions across all internal and external groups to meet and exceed client expectations and team goalsAccountable for coaching and developing sales representatives to meet goals, ensure high quality output and create a professional and team-oriented work environmentSuccess measured by: 1. Weekly, Monthly, and Quarterly results review sessions

QUALIFICATIONS

SUPERVISORY RESPONSIBLITIES: Responsible for managing and coaching Sales Managers and Sales RepresentativesCOMPETENCIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and /or ability required. Knowledge of Microsoft Office Suite, including Word, Excel and PowerPoint Treats people with respect, keeps commitments, inspires trust in others, works ethically and with integrity, upholds organizational values Consistently at work and on time, ensures work responsibilities are covered when absent, arrives at meetings and appointments on timeStrong focus on customer and partner satisfactionDemonstrated ability to influence others SKILL SET REQUIREMENTS: Personal AttributesDrive - Approach tasks and goal with hunger, passion and a sense of urgency drive to succeed, to meet and exceed client and company goals. Achievement oriented. Persistent. Leadership - Posses strong leadership, motivational, mentoring/coaching skills, will each other how to succeed, educate other team members on the processes and systems that make customers respect Invenio in the market place. Communication - Knows the audience to which they are speaking and can adjust tone, tenor and work choice to fit appropriate audience, whether it by client, team member or working peer. Can communicate effectively via presentations, phone conversation, written memorandum, proposals, etc. can listen, relate to speak, and reinforce what was heard. Resourceful - Generate results with team by effectively leveraging partnerships and functional resources within their peer group, client community and company management structure while meeting needs of internal and external customers. Acts quickly with good judgment, moving forward with the end goal in mind. Business Intelligence, Analytics - Understands the significance of the Invenio value proposition, literate and fluent with marketing and sales management and key performance indicators inside of these functions. Understands how to set appropriate goals with client forecast and return on investment in mind. Integrity, Creativity, Intellectual Curiosity, High Standards. EDUCATION, EXPERIENCE, and TRAINING: Bachelor's degree or equivalent; MBA a definite plus 8-10+ years' experience in client services, business management, operations, and/or marketing and sales leadership Experience with profit and loss statements and budget responsibilityKnowledge and experience working within a solution-selling or consultative-selling methodology; substantial transaction experience closing multiple deals Relies on experience and judgment to plan and accomplish goals; demonstrated ability to influence others Excellent presentation and communication skills, both written and verbal; strong, confident presence A wide degree of creativity and latitude; entrepreneurial drive and work ethic Invenio Solutions offers a culture where motivated and customer-oriented employees can flourish, experience professional fulfillment, and reach their highest potential. We also offer a generous compensation and benefits package including medical, dental, life insurance, disability, 401(k) with company matching, and paid time off package.Invenio Solutions is an Equal Opportunity Employer. Works closely with business teams to champion the best client opportunities Ensures completed client partnerships and transactions are successfully transitioned to the business owners Builds strong interpersonal relationships across the business and individual teams to deliver results Develops and maintains a thorough understanding of company strategy, financials and competitive landscape Develops a consultative business to business sales culture though leadership and coaching Client Consultation & SatisfactionBuilds key relationships with client groups, understands client needs, and how our services meet those needs100% knowledgeable of client expectations; provides proactive strategies in all interactions with client and account team in order to meet these expectationsMaintains clear understanding of Invenio service offerings and how these align and support client initiativesUnderstands how each client will evaluate team performance both quantitatively and qualitativelyUnderstands business needs, analyzes business results, reports on current related trends and makes recommendations to client to improve programsHighly responsive to client questions, requests and needs Measured by: 1. Quarterly satisfaction results 2. Observed interactions and thought leadership displayed during weekly callsPeople ManagementCoaches sales managers and representatives to consistently improve productivity and call executionEffectively manages reps through clear and open communication regarding performance, making recommendations on areas of opportunity in outbound calling, and rewarding accomplishmentsProvides qualitative and actionable feedback to team members based on individual and whole performanceSuccess measured by: 1. Monitoring of data input into quality capture system 2. Quality monitoring scores3. 1x1 meetings 4. Observed interactions and thought leadership displayed during team meetings, internal management meetings and client callsProject ManagementBuilds and maintains trusted relationships across internal and external departments to promote team work and operational best practices Responsible for managing processes to ensure effective actions are taken, deliverables and timelines are met and communication is timely Provides strategic and tactical direction across programs to deliver upon client expectationsCreates, implements and maintains processes, procedures and necessary tools to oversee each business accountDelivers all internal and external client communication in a clear, strategic and professional manner Manages all documentation of supporting data, analysis and explanations/recommendationsLiaises between client contacts and internal upper management, keeping both apprised of program results, expectations and client issuesSkillfully balances the management of multiple projects at one time; exhibits good judgment in prioritizing project activities Maintains working knowledge of client business objectives and ensures that team and client activities are aligned with said objectives Sets team expectations of work deliverables and defines strategy and project scope Success measured by: 1. Observed interactions and thought leadership displayed during daily interactions, email correspondence and weekly calls Results Attainment Drives actions across all internal and external groups to meet and exceed client expectations and team goalsAccountable for coaching and developing sales representatives to meet goals, ensure high quality output and create a professional and team-oriented work environmentSuccess measured by: 1. Weekly, Monthly, and Quarterly results review sessions

Invenio - 17 months ago - save job - block
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