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Director of Client Services

Company: Heartland Business Systems
Location: Little Chute
Posted on: February 25, 2021

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

Keywords: Heartland Business Systems, Green Bay , Director of Client Services, Executive , Little Chute, Wisconsin

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