Our client is one of the leading service providers for loan and lease portfolios in North America with corporate headquarters in San Diego, CA. We are actively recruiting for a Client Engagement Director to lead a team of client services representatives. If you have over 6 years of call center management experience within the financial services industry, please send us your resume to [email protected] for consideration.
Position Summary:
Responsible for the client experience from onboarding through the servicing lifecycle. This function includes ongoing relationship management, portfolio management and revenue generation. Additionally, the Director of Client Engagement establishes the company brand with the clients and ensures that client needs are identified and proactively managed. This role will lead people and will partner with associated teams to join the mission of transforming client experiences while bringing growth to day-to-day business.
What you will be doing:
- Oversee revenue growth and target profitability in the areas of customer experience, portfolio management and needs for client services and investor reporting groups.
- Directly manages and develops Client Services Teams as well as manages performance and outcomes as related to client success and individual and team contributions.
- Track investor contribution documents and coordinate client on-boarding processes.
- Maintain pipeline of qualified, active opportunities and managing them to maturity growth.
- Develop documents and vendor agreements through sales strategy and account management plans.
- Align internal stakeholders for account planning and client specific strategies.
- Lead new lines of business and overall retention of client accounts.
- Develop executive level relationships within client organizations.
- Engage C-level executives with account insights and expertise to demonstrate business trends.
- Orchestrate internal and external stakeholders throughout the entire client lifecycle.
- Manage ad-hoc client requests, portfolio-level requirements, and analytics.
Things You Need to Have:
- Bachelor’s degree in business or related field with master’s degree preferred.
- 5+ years’ experience in client facing account management with responsibility for client experience, engagement, and growth. Global account management preferred.
- Ability to work in a collaborative manner, identify challenges and barriers and recommend resolution.
- Ability to function cohesively as the voice of the client with operations, technology, and executive team members.
- Effective written and verbal communication and presentation skills.
- Skill in communicating clearly, effectively and patiently in person, over the phone and in writing to a diverse population, one-on-one or small groups, with ability to lead and influence others.
- Demonstrated C-level contact and engagement experience.
- Demonstrated experience leading successful, high dollar client portfolios.
- Proven Financial Industry expertise and leadership with a high degree of business acumen and high emotional intelligence.
- Manage and coach reports