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Director, Client Relationship Management at PRI Technology

Director, Client Relationship Management

PRI Technology Torrington, CT (On Site) Full-Time
Director, Client Relationship Management

My name is Bill Stevens and I have a new full time Director, Client Relationship Management position for a major firm located in Litchfield, Connecticut that could be of interest to you, please review my specification below and I am available at any time to speak with you so please feel free to call me. Candidates should reside within driving distance of Litchfield or would be interested in relocating to Litchfield, Connecticut. The work schedule will be a hybrid one, three days a week in the office and two days remote. This is a Director level role.

Due to client confidentiality please call me for the salary, outstanding benefits and bonus structure.

This energetic organization in within the healthcare space and they build comprehensive patient access solutions that accelerate the commercialization and rapid adoption of truly innovative procedures. They are currently looking for a Director, Client Relationship Management that is ready to join their team of skilled and dedicated individuals supporting the mission of patient access to care and customer service.

The ideal candidate will be responsible for managing aspects of the post-sale customer lifecycle focused on improving loyalty, retention, and growth by helping customers derive maximum value from the organization's offerings. In this role, you will be responsible for a positive customer experience, developing and leading the organization's customer success strategy. A major part of ensuring the firms customer's satisfaction is the relationship with their Account Manager. As the Director, Client Relationship Management you will be responsible for managing the growing team of Account Managers. In this role you will liaise with other senior leaders in the organization to ensure organizational, strategic and functional alignment and to drive the development and maintenance of client expectations. To be successful in this role you should have a broad range of experience and competencies to manage projects and individuals, focused on a variety of support operations including but not limited to project management skills, escalation handling and relationship management.

Requirements for this role:
Impeccable relationship management skills including dealing with escalating issues transparently
Being honest and providing solutions to issues as opposed to sweeping them aside
More than five years of senior customer success and/or customer support/service experience within the healthcare industry or a similar/adjacent industry
Bachelor's degree or equivalent work experience; Master's degree preferred
The ideal candidate must be customer centric
The ideal candidate should have an awareness and should be capable of being taught and being collaborative
IT project management experience, including the rollout of customer success, customer support platforms, and client preference centers and portals
Reporting and dashboard development
Analysis and delivery, including using data from various systems to present a holistic view of the customer success experience
Management and achievement of revenue, margin and profitability goals
People management, including the ability to build and grow a team and work with diverse skill sets
Excellent written and verbal communication skills, including the ability to adapt to audience needs
Demonstrated success with responsibility for customer onboarding, issue resolution, product support, and post-sale account management
Ability to translate business objectives into technical requirements
Strong administrative and management skills, including the ability to prioritize multiple projects, programs and objectives

Define, develop and deliver a post-sale customer experience that is consistent and streamlined
Organize cross functional work teams and provide team leadership to obtain project goals and objectives
Ensure that all projects are delivered on-time, within scope and within budget
Define project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
Build and manage a team of highly motivated, customer-focused individuals to manage the overall success of programs and retention of clients
Design, communicate, maintain and optimize the Account Management department processes to address business needs that ultimately yield an excellent customer experience
Review performance against operating plans and standards, working in collaboration with the operations team to monitor program metrics and KPI's
Drive program/client revenue growth by identifying cross-sell and up sell opportunities
Present monthly and quarterly reports on performance as requested or required by leadership team and/or the board of directors
Serve as the escalation point for customer and internal issues that require director-level decisions
Distill and communicate account-level customer insights to the organization
Coordinate and collaborate with other functions as needed, including professional services, sales, marketing, product development, and customer support
Create, manage and promote initiatives to gather and disseminate best practices for customer success

The i nterview process will include an initial telephone or Zoom screening.

Please let me know your interest for this position, availability to interview and start for this position along with a copy of your recent resume or please feel free to call me at any time with any questions.

Bill Stevens
Senior Technical Recruiter
PRI Technology
Denville, New Jersey 07834

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