Dialog Direct
  • Administration
  • Highland Park, MI, USA
  • Full Time

Job Description:

Responsible for building and maintaining the client relationship through his/her own interaction and by leading and mentoring the Client Services team to fulfill this role. Uses a thorough understanding of the clients' business needs, coupled with an in-depth knowledge of our companies capabilities to ensure the Client Services team deliver a profitable, value-added service to the client.  Responsible for shaping and directing the Client Services department to successfully meet and exceed the company's goals and objectives.

Responsibilities:

  • Develop and maintain client relationships at a senior level to solidify strategic positioning between our company and clients
  • Manage all functions of a client services team, 30+ team members
  • Align client services team to meet client-specific needs
  • Hire, discharge, train and mentor staff as necessary to support a dynamic client base
  • Simplify processes and integrate multi-site operations
  • Develop, interpret and communicate SOP's, KPI's and company policies to staff
  • Bring recommendations to management regarding staffing, continuous improvement and lean enhancements by developing ROI's and managing a CSD roadmap.
  • Revenue, project profitability tracking, forecasting and client reporting
  • Collaborate with other internal departments (Sales, Finance, Account Management, IT, Operations) to ensure seamless interaction with Client Services from initial sales presentation to migration, implementation and fulfillment of services
  • Conform to company safety and security policies and practices, and promote a secure and safe work environment. Full compliance with companies auditing policies and procedures

Qualifications:

  • 15 years of management experience in a client facing management role
  • VDP, B2B, B2C and e-Commerce fulfillment experience required
  • Experience managing a staff of 30 or more
  • Experienced in workflow and job management
  • Strong skills in communication (written and verbal), problem solving, analytics, SLA & KPI tracking, financial tracking and time management
  • College degree preferred

Knowledge, Skills & Abilities:

  • Ability to work independently and be proactive
  • Ability to delegate and distribute responsibilities
  • Ability to manage staff to meet deliverables
  • Must be assertive and have the ability to prioritize in a multi-tasking environment
  • Be a strong contributor to the management team
  • Detailed-oriented with strong organizational and negotiating skills
  • Strong written and verbal communication
  • Ability to support sales by participating in client presentations
  • Strong time management skills
  • Strong analytical thinking and processing capabilities
  • Strategic account planning
  • Experience in variable digital print, pick-pack, production assembly and warehousing
  • Knowledge in B2B and B2C campaign management
  • Proficiency with Job Management, Order Entry and Production systems
  • Microsoft Office products (Outlook, Word, Excel, Power Point, Visio, Project)
Dialog Direct
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