Associate Director of Client Services

Position Summary

This leadership position is responsible for overseeing the activities of the assigned client service staff to ensure all customer requirements and deliverables are met on-time and with quality. The Associate Director of Client Services will act as a bridge between Managed Services clients and the service delivery team to ensure client satisfaction is delivered in balance with maintaining profitability.  As an Associate Director, this position will oversee multiple client service teams and will operate at a strategic level, focusing on the long-term plans and strategic priorities that allow Managed Services to scale and adapt to the competitive landscape while providing the expected profitability to J. J. Keller and it’s key stakeholders.  This is an onsite role and requires you to reside near the corporate campus in Neenah, WI. 

Job Responsibilities

• Leads, develops, and coaches team:
  • Provides clear expectations, feedback, and recognition
  • Participates in the hiring/selection process
  • Writes and conducts performance evaluations and progress reports
  • Handles associate relations issues
• Delivers results in line with the following key metrics/accountabilities:
  • Revenue and gross margin objectives
  • Client loyalty and retention objectives
  • Service line Service Level Agreements (SLA's) and productivity metrics
  • Associate development and retention
• Maintains superior client relationships by:
  • Focusing on client compliance
  • Participating in client status calls
  • Identifying, addressing, resolving, and communicating issues in a timely manner
  • Actively participating in annual client business reviews
• Actively participates in business planning, new service development, partnership development and other tactical processes and procedures to identify service enhancements.
• Assists in closing complex Managed Services business, including identifying needs around service deviations required to secure business.
• Facilitates business process improvement initiatives for the department and the company, along with building recognizable sustained improvements for the client on services that are provided.
• Acquires and maintains expertise with state and federal DOT transportation regulations and vehicle legalization requirements. Monitors and assesses regulatory changes, communicates regulatory information to staff and clients, and assists in modifying services to accommodate regulatory changes.
• Maintains an environment that is focused on providing high quality services and outstanding client service. Facilitates proactive account management principles, inter-service communication and business unit integration.
• Manages expenses in line with departmental budgets and corporate business conditions.
• Maintains confidentiality of client information under the FCRA, HIPAA, and other regulatory entities. Adheres to the department's data security policies pertaining to FCRA, ISO 27001, and the protection of PII (Personally Identifiable Information).
• Carries out responsibilities in a fair, ethical, and non-discriminatory manner and ensure that staff follows these same guidelines.
• Enforces and supports all company policies and procedures. Fully support the company's commitment to safety and the environment and strives to maintain a clean, healthy, and safe workplace.

Qualifications

Experience:

• 10 years of client service experience within a progressive organization.
• 5+ years of experience in a client-facing leadership role; prior experience leading other leaders desired.
• Prior process improvement experience required with exposure to Business Process Improvement methodologies and tools a plus.
• Prior experience within the transportation/vehicle legalization industry desirable.

Education:

• Bachelor's Degree in business-related field.
• In lieu of bachelor's degree, additional 3 years of closely related work experience may be considered.

Other Skills/Qualifications:

• Demonstrated ability to build rapport and maintain a positive working relationship with key client contacts. Ability to develop and implement growth plans and programs.
• Strong verbal and written communication skills. Strong organizational and project management skills. Independent analytical thinking skills.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to offsite offices, customer sites and/or industry and training events may also be required, depending on assignment.
 
Travel Requirement: 10%