CLEAResult - Corporate Office

Director, Client Relations

Job ID
2017-5602
Physical Job Location
Remote

Overview

CLEAResult is seeking an exceptional and talented Leader to manage all aspects of the Customer Quality Assurance Interview process. We are looking for an energetic individual who will have a positive influence on the organization, leading team members to achieve best in class results while building relationships with and obtaining useful feedback from our clients and customers. 

The ideal candidate will be a highly driven, detail-oriented, project manager with excellent internal and external communication skills. As the Director of Client Relations, you will be responsible for  working with Operating Unit Leads, Client Portfolio Group (CPG) Leads, and Service Line Leads to identify strategic clients to receive interviews and ensure interviews are conducted annually (or more frequently). You will coordinate internal pre-meetings, conduct interviews, train others to conduct interviews, write interview reports and monitor progress against action items associated with client and customer feedback. Additionally, you will provide overall reporting in support of company scorecard metrics. This position will play a key role in partnering with business leaders to support the ongoing improvement of operational excellence.

You must have a strong appreciation for driving and delivering a repeatable best in class process and a culture of accountability with a focus on coordinating with our teams to create positive results. 

 

Responsibilities

  • Learn and adhere to established Client Quality Assurance Interview processes. (e.g. scheduling interviews, conducting pre-interview prep calls, report writing, post-interview Catalyst case creation/follow-up, appropriate escalation, etc.)
  • Leverage prior operational experience gained from managing programs to understand and explain program issues that impact the client/customer and CLEAResult
  • Coordinate with Program Managers as needed on the development of corrective action plans to resolve client/customer issues
  • Stay up-to-date on trends impacting client satisfaction, both internally and externally
  • Provide consultation to CPG leadership and their teams about positive and proactive client management, including providing appropriate training
  • Identify business development opportunities and forward them to the appropriate business development team member for follow-up
  • Coordinate with the CPG leadership to schedule interviews with their clients
  • Arrange “prep calls” with the appropriate program personnel prior to conducting client interviews
  • Conduct in-person Client Quality Assurance Interviews with clients at their offices
  • Complete draft reports generally within one business day of completing the interview and review it with the key CPG contact, then send the final version to the executive team immediately following
  • Input overall satisfaction score in Catalyst, complete the appointment task, and assign a Client Satisfaction case to the appropriate CPG contact.
  • Support assigned interviewers (CPG Leads, etc.) with training and completion of the above process

Qualifications

  • Bachelor’s Degree with program management, program operations, account management and/or customer service background
  • 8-12 years minimum of experience within a large cross functional matrix organization
  • Minimum of five years energy-efficiency industry experience
  • Excellent client/customer relations skills
  • Active listening: ability to understand, investigate, and articulate client needs with strict objectivity
  • Catalyst experience desired
  • Attention to detail and excellent organization skills
  • Strong verbal and written communication skills. Specifically, be comfortable at working with all levels of client/customer and CLEAResult organization
  • Timely responsiveness, both internally and externally: this includes punctuality, being concise, and ensuring all issues are addressed quickly
  • Ability to be fair, balanced, and discreet when discussing and writing about client/customer issues
  • Persistence and follow-up with colleagues and clients pre/post interview to ensure timely resolution of issues
  • Demonstrate professionalism, diplomacy, discretion, dependability and confidentiality with clients and colleagues
  • Identify and deal with sensitive issues appropriately
  • Recognize and respect that client relationships are owned by CPG leadership Ability to work independently to monitor unit operations and initiate process improvement activities
  • Represent CLEAResult with the highest level of integrity
  • Travel required approximately 50%, but up to 75% of the time

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