Job Overview:
The Director, Client Success is responsible for cultivating and maintaining strategic client relationships while ensuring the delivery of exceptional service and value. This role focuses on maximizing customer retention, building loyalty, and driving client success by aligning Trinetix’s capabilities with client goals. The Director will work closely with internal teams, including Delivery, Product, Sales, and Marketing, to provide a seamless client experience. Additionally, the role includes creating tailored success plans, resolving escalations, and identifying growth opportunities through upselling, cross-selling, and client expansion.
Key Responsibilities:
Client Relationship Management:
- Maximize Customer Retention & Build Loyalty: Develop long-term client partnerships focused on ensuring positive ROI and business growth.
- Build & Nurture Relationships: Establish strong relationships with client stakeholders, ensuring ongoing alignment with their objectives and fostering trust.
- Frequent & Pertinent Communication: Maintain consistent, clear, and relevant communication with clients to keep them informed and engaged.
- Customer Success Plans: Develop and execute customized success plans tailored to each client’s goals, metrics, and desired outcomes.
- Customer Voice Advocacy: Act as the client’s advocate, communicating their needs, identifying areas for improvement, and sharing insights with internal teams.
- Drive Expansion Opportunities: Proactively identify opportunities for upselling, cross-selling, and expanding services to meet client needs.
- Executive Engagement: Engage with client executives and stakeholders to ensure alignment between their business objectives and Trinetix’s value proposition.
- Develop Escalation Procedures: Create and implement escalation processes to quickly resolve client concerns in collaboration with support and internal teams.
- Reporting & Dashboards: Create reporting dashboards to track client milestones, performance metrics, and success indicators.
Collaboration with Delivery Teams:
- Partner with Delivery Directors to ensure smooth, effective delivery of services.
- Facilitate cross-functional collaboration to align delivery efforts with client expectations, ensuring timely, high-quality outcomes.
- Streamline communication between client-facing and internal teams, providing transparent updates on progress and risks.
Internal Team Alignment & Cross-Department Collaboration:
- Build Transparent Relationships: Foster meaningful and transparent relationships with internal teams, sharing best practices and building on existing successes.
- Sales & Marketing Alignment: Work closely with Sales and Marketing teams to ensure a cohesive and positive customer journey and experience.
- Create Feedback Opportunities: Facilitate feedback loops between the customer success team and other departments to continuously improve service offerings and the customer experience.
- Collaboration with Product Teams: Work closely with Product teams to communicate client needs, helping shape the product roadmap and prioritize new features based on client demand.
- Onboarding & Educational Materials: Develop onboarding guides, tutorials, and other educational content to help clients maximize the value they receive from Trinetix’s solutions.
Process & Service Optimization:
- Process Optimization & Communication: Establish processes that drive operational efficiency, enabling seamless communication and service delivery for clients.
- Create Reporting Dashboards: Develop dashboards to help track client progress, milestones, and KPIs related to success and engagement.
- Develop & Implement Escalation Procedures: Create efficient procedures to address client issues and escalations, ensuring timely and effective resolution.
Business Development & Growth Opportunities:
- Collaborate with Sales and Delivery teams to identify and pursue business development opportunities with existing and new clients.
- Participate in client-facing presentations, proposals, and negotiations to secure new business and strengthen client relationships.
- Proactively drive expansion opportunities by identifying and promoting additional services that align with client goals.
KPI Tracking & Reporting:
- Monitor & Track KPIs: Establish and track key performance indicators (KPIs) to measure client satisfaction, retention, and service delivery quality.
- Continuous Improvement: Use data-driven insights to enhance client success processes, ensure operational efficiency, and improve overall customer satisfaction.
Requirements
Key Qualifications:
- Experience:
- 15+ years of experience in client success, relationship management, or delivery leadership, preferably in a technology or professional services environment.
- Proven track record of managing and growing high-profile client accounts while ensuring high levels of customer satisfaction.
- Skills & Knowledge:
- Strong expertise in client success management, service delivery, and customer engagement.
- Exceptional communication, relationship-building, and negotiation skills.
- Ability to track and analyze KPIs to ensure client success and continuous improvement.
- Experience collaborating across Sales, Product, and Marketing teams to ensure a cohesive and effective customer journey.
- Collaboration & Leadership:
- Demonstrated ability to work cross-functionally, build collaborative relationships, and align teams around shared goals.
- Experience working closely with executives and key stakeholders, both internally and externally.
- Problem-Solving & Innovation:
- Solution-oriented with a focus on customer satisfaction and operational excellence.
- Forward-thinking with the ability to identify new business opportunities and drive continuous innovation in service delivery.
Preferred Qualifications:
- Experience in a professional services or technology-driven consulting environment.
- Familiarity with customer success best practices, tools, and industry standards.
- Proven success in expanding client relationships through upselling and cross-selling.
