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Director of Client Success

Company: BAYSHORE STAFFING
Location: Canton
Posted on: May 24, 2020

Job Description:

We're looking for a candidate to fill this position in an exciting company

  • Manage high impact team that will be responsible for grounding and preparing our customers through the pre-boarding phase of their journey and exercising an expert-level of product knowledge to ensure customers realize the full benefits of Comcast Business Products and Services.
  • Ensure quality of team participation in Sales presentations and is responsible for being a subject matter expert and is accountable for the presentation for Operations.
  • Champion sales process to capture and validate the Operational requirements of potential new customers. Develop pre-boarding plan based on information gathered during the sales process and ensures (near) completion of Sales-to-Operations checklist by contract signature.
  • Ensure team promptly initiates a successful customer journey by understanding customer goals and translate that knowledge into Operational readiness.
  • Establish, communicate and execute processes for pre-boarding to ensure customer and Comcast alignment for the purpose of a positive Customer Experience.
  • Ensure consistent and high quality delivery of customer journey information during the sales process in the form of formal briefings, update and planning meetings from the Customer Pre-Sales Success Managers.
  • Engage internal teams to articulate customer requests, provide feedback and monitor follow-through during customer pre-boarding.
  • Utilizes technical skills and in-depth product/process knowledge to hold supporting teams accountable for providing an excellent Customer Experience.
  • Engage and partner with Enterprise Solution Acceleration Managers to ensure process for non-standard solutions are kicked off as needed.
  • Champion customer advocacy and drive resolution on escalated customer issues during sales and pre-boarding phase.
  • Actively support for Labs, Proof of Concepts (POC's) and/or Evaluations including coordination and communication with Operations, Finance and other support organizations as necessary.
  • Act as Enterprise Solutions subject matter expert for RFP support.
  • Create and maintains a repository of sample reports and templates for use in customer presentations and for RFP assistance.
  • Lead other work streams to ensure successful completion of Sales to Operations Turnover documentation consistently across entire team.
  • Use formal processes and tools to manage a defined set of sales tasks.
  • Facilitate meetings with leadership as necessary.
  • Exercise independent judgment and discretion in matters of significance.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
  • Other duties and responsibilities as assigned.
  • Generally requires 10-15 years customer-facing, related experience
  • Bachelor's Degree or Equivalent; Master's degree preferred.
  • Strong Project Management experience including usage of MS Project (preferably MS Project Online).
  • Strong team leadership experience.
  • Strong Microsoft Office experience required - Excel, Word and PowerPoint (or Google Docs)

Keywords: BAYSHORE STAFFING, Canton , Director of Client Success, Executive , Canton, Michigan

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