Director Client Insights and Enablement

Key Responsibilities

AI/Automation

• Lead a team of people focused on developing a Prompt Library, Agentic Agents, AI Role-playing capabilities etc.
• Continue to push the boundaries of what is possible as new technologies become available.
• Experiment on ways we can enhance our AMs ability to gain insights on our clients, minimize/eliminate client blind-sides, etc.

Advanced Analytics/Data Science

• Lead a team of data scientists and analytics experts to evaluate date from Salesforce, Profit Cube, ServiceEngine and others to help create insights that enhance and empower our AMs to operate better.
• Create use-cases and experiment with the art of the possible to find new ways to think about how we run our business, with an objective of growth and NSR improvements

PMO/Project Management

• Help lead a group of Project Managers that are exclusively focused on projects that are geared toward achieving AM improvements and/or Client Retention
• Shared services admin like data/content pulling, deck building, etc

Lead a team that is focused on creating Shared Services capabilities for the global AM team:

• Standardizing Executive Summaries/Dashboards
• Pulling data and creating first-pass presentations for monthly, quarterly, and annual business reviews, both internal and client facing
• Creating content and presentations focused on helping drive Upsell and Utilization
• Creating content and demos focused on telling stories and delivering value
• Creating templates/frameworks that help with Account Plan creation
• Creating templates/frameworks that help with developing Business Cases

AM Training

• In partnership with L&D, create and manage a holistic training program for all AMs that spans Sales and Account management
• Create a training road-map, checkpoints with tests/certifications, create/curate content, etc.

Qualification & Requirements

• 5 years business/operational management experience
• 2 years of account management experience in business services industry preferred
• Relocation experience preferred
• Excellent presentation skills
• Strong problem solving and conflict resolution skills
• Service mindset
• Must be a critical and analytical thinker, using data to assist with strategic decisions
• Financial/accounting knowledge preferred
• Ability to understand/embrace the direction and strategy of SIRVA
• Strong oral and written communication skills
• Strong computer skills and deep understanding of technology enabled service delivery
• Ability to consult proactively with clients to enhance their policy and services offered
• Successful project management skills
• Skills to interact effectively with other departments in the organization in order to resolve client issues
• Strong understanding of sale process and selling skills
• Strong negotiation skills

Cognitive Skills

• Must have strong business and financial acumen.
• Demonstrated ability to operate effectively in a range of business and cultural environments.
• Strong strategic vision for the customer experience, professional services, and client/customer support, combined with a Product and Sales mindset.
• Strong critical thinking and problem-solving skills that result in practical and effective solutions.

Technical Skills

• Strong analytical skills and demonstrated ability to use data to make decisions and influence stakeholders.
• Expert consultative skills, demonstrating active listening and ability to translate needs into solutions.
• Experience utilizing Salesforce.com or similar for all client management activity.

Social & Emotional Skills

• Ability to enable cross-functional collaboration to increase impact and productivity and ensure flow of information within and between teams.
• Exceptional verbal and written communication and presentation skills.
• Extensive experience with senior-level executive communication.
• Ability to develop and sustain relationships at all levels of a client organization; must have an empathetic customer mindset.
• Ability to manage influence through persuasion, negotiation, and consensus-building.

Education/Experience

• High school degree required
• Undergraduate degree strongly preferred

Benefits

No information available.