Director of Client Services
Company: Heartland Business Systems
Location: Little Chute
Posted on: February 25, 2021
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Job Description:
The Director of Client Services (DCS) is to oversee the Client
Services (currently named Inside Sales) and Renewals teams. These
teams are responsible for supporting and growing HBS clients
through their acquisition and support of business solutions. The
Client Services Team (CST) is the liaison for internal and external
stakeholders in developing, maintaining, and owning the client
relationship. The DCS will also lead the HBS sales organization's
business transformation efforts to align our tools and systems to
serve our customers digitally and keep driving efficiencies into
our internal processes. As the organization evolves its initiatives
and KPIs, the DCS will work with the organization on alignment and
reporting of KPIs in HBS's sales tools and scorecards. Because the
DCS oversees the team that owns the client relationships, the DCS
will also help develop surveys for customer satisfaction of service
and sales performance and report findings to HBS leadership teams
on an ongoing basis. To achieve this, one must effectively manage
team members, have a strong knowledge of the external market, an
in-depth understanding of all sales, service and accounting
departments' metrics and align regional offices to function under
one operating model. ESSENTIAL FUNCTIONS --- Establish
regional/individual goals and metrics for the CSTand Renewals team
that align directly to the sales organization goals. ---
Collaborate with finance to develop dashboards and reporting around
goals and metrics. --- Align and execute against established goals
and metrics for the CST and Renewals team. --- Develop and execute
a CST scorecard that documents team performance to goals and
metrics. --- Understand, document, metric and educate the CST and
Renewals team on what it means to "own the customer relationship."
--- Document and align organizational goals and KPIs in HBS sales
tools and scorecards. --- Redefine job descriptions of CST and
Renewals team to align to owning the customer relationships
definition. --- Develop strategies in conjunction with the
Solutions Consultants and General Managers (outside sales), engage
in meaningful and regular dialogue surrounding the IT needs of
customers and in turn help in managing the strategic IT vision of
the customer. --- Understand how Managed Services-Help Desk works
with the CST in owning the customer relationship. --- Work with
service coordination to improve communication between the CST, SCs,
AMs, and our customers while improving efficiencies to reduce time
to resolution and scheduling of our clients. --- Plan, develop,
implement, and document measurable functions for the CST within the
Sales Playbook for HBS. --- Design, implement and assign metrics to
annual CST checklist and HBS CST sales plays. --- Plan staffing
levels. Work with the Talent Acquisition Manager to recruit, select
and hire an appropriate number of team members. --- Continue to
enhance and develop additional training content on the Sales
Playbook and train team leads on day-to-day procedures that occur
in the CST function. This includes training guides and training on
ConnectWise Manage, Sell and expected solution sales plays
documented by the DCS. --- Achieve savings by leading the HBS sales
organization's business transformation efforts with the shift to
digital of HBS's client experience: Procurement of products and
services; Customer access to HBS knowledge base; Review invoice,
order, and service history; Transact credit cards online; Digitize
onboarding process for HBS clients; ERP integration with HBS
clients. --- Achieve savings and productivity improvements by
analyzing and refining existing HBS sales processes and tools. ---
Collaborate with HBS supply Chain and AR leaders to develop
opportunities to reduce the quote to cash cycle. --- Evaluate,
analyze, make recommendations, and implement team structure changes
(as needed) to ensure efficiencies and customer satisfaction. ---
Build team morale. --- Help maintain, and further drive engagement
and alignment with sales, service, internal operations, and
finance. --- Drive efficiency and effectiveness with internal tools
and resources to increase productivity with our external partners
(i.e., Ingram Micro, Cisco Systems, etc.). --- Establish, manage,
and report to the organization a biannual customer survey for
customer satisfaction of projects and sales performance. --- Ensure
compliance of company operational procedures, policies, and
standards (includes, but not limited to, expense control,
professional conduct, performance metrics, etc.). --- Prepare and
conduct annual performance reviews. Work with team members to plan
annual performance goals and personal development. --- Coach,
mentor and develop CST, including overseeing new team member
onboarding. Provide performance feedback and, with assistance of
Human Resources, address performance issues with appropriate
corrective action. --- Be a good steward of the HBS brand and
represent the organization well at public events, as required. ---
Ensure that communication is frequent and effective within and
across the CST/SC/Renewals teams, as well as all functions of the
organization. Partner with the General Managers in each region to
ensure that annual sales goals are communicated to the entire CST.
--- Align CST and Renewals team communication to the HBS sales
organization. --- Support internal process initiatives, recommend,
and actively participate in developing and implementing
improvements to systems and processes to enable more efficiency and
customer focus. --- Establish a continuous training plan for the
HBS CST and Renewals team for HBS processes, solutions and customer
offers, including sales training. --- Develop and maintain an
integration plan for the CST and Renewals team to be executed in
the event of organic growth to new regional markets. --- Assist
with integrations of acquisitions, as needed. COMPETENCIES ---
Accountability - Accountability looks at the extent to which an
individual is willing to accept responsibility. --- Active
Listening - Active listening looks at the extent to which an
individual actively attends to, conveys, and understands the
comments and questions of others. --- Coaching and Development -
Coaching and development looks at the ability of an individual to
provide guidance and feedback to help others strengthen specific
knowledge/skill areas needed to accomplish a task or solve a
problem. --- Empathetic - Empathy looks at the ability of the
individual to identify with or be sensitive to the feelings and
experiences of others. --- Leadership - Leadership skills looks at
how well the individual motivates and guides others to ensure
performance in accordance with clear expectations and goals. It
involves attracting, supporting, developing, and retaining a
talented diverse workforce. --- Managerial Skills - Managerial
skills look at the ability of the individual to achieve desired
outcomes by setting goals and priorities that deliver results. ---
Sales Ability - Ability to use appropriate interpersonal styles and
communication methods to gain acceptance of a product, service, or
idea. --- Relationship Building - Relationship building looks at
the ability of the individual to establish and maintain a good
rapport and cooperative relationship with customers and co-workers.
--- Strategic Planning - Strategic planning looks at the ability of
an individual to develop a vision for the future and create a
culture in which the long-range goals can be achieved. SKILLS &
ABILITIES Required Experience --- 3-5 years in an IT related field
and 1-3 years in an outside sales experience --- Leadership
experience and PowerBI and Sales Analytics experience Preferred
Experience --- Sales management experience and knowledge of the HBS
processes, tool, sales process and outside/inside sales role ---
Certifications & licenses in HBS core partners and ConnectWise
experience --- Project Management and Strategic Planning experience
Preferred Skills, Education and/or Certifications: --- The ideal
candidate will be exceptionally proficient in client communication,
proactive in seeking solutions, and have previously demonstrated
success in developing and managing a large revenue-critical team.
Equal Opportunity Employer - Disabled/Vets If you need any
assistance seeking a job opportunity at this company, or if you
need reasonable accommodation with the application process, please
call us at 920. 6 87.4128 or contact us at resumes@hbs.net.
Keywords: Heartland Business Systems, Green Bay , Director of Client Services, Executive , Little Chute, Wisconsin
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