What are the responsibilities and job description for the Director of Client Success position at Associa?
With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000 team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.
Job Description
Education and Experience
Bachelor’s Degree Required
CAI Designation Required
Master Of Business Administration Degree Preferred
7 - 10years of directly related or closely related experience
5 - 7 years of Management and/or Supervisory experience
5 – 7 years of Community Association experience
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Job Description
- Provide additional support on accounts rated as “at risk”.
- Work with CAM and Director to identify ways to fix ongoing issues
- Work with Director and CAM on creation and follow through of active SRPs using Teams check list and Spreadsheet
- Attend weekly Client Retention calls.
- Attend Leadership Meetings as needed or as requested.
- Board Calls 25 per month
- Check in with boards with Contracts coming up on renewal 6 months prior
- Provide additional meeting coverage when needed if other leaders are not available.
- Provide weekly and monthly reporting to BP & VP on Status of SRPs. 15 SRPs
- What is being done to improve the relationship
- How is the CAM doing
- Attending Association meetings when needed for at risk clients.
- Make contact with all New board members weekly
- Send onboarding/Educational information to all
- Orientation 3-4 per month (one association at a time)
- Follow up to answer any questions
- Work with BD on Webinars for Potential and existing clients
- Lead education on retention quarterly
- Initial POC with new clients Prior to contract start date.
- Set up meet and greet meeting with Board and new CAM, virtual or in person as close as possible to start date.
- Review incoming documents in F:Drive
- Ensure folder is set up with template and documents are in the correct folder
- Communication with BD, Directors and other leaders as needed as it relates to transition in touch base with new clients.
- Join transition in calls
- Attend 1st new client Board meeting if needed. *
- Create Annual Calendar
- Locate and properly tag/organize keys, fobs, parking tags, etc. (Lean on AOC Gates)
- Setup TownSq with Governing Documents and Team Informational page
- Ensure CAM sets up C3 facts no later than account start date.
- Ensure CAM sets up Community Archives no later than account start date
- Set up 30 day check in with Director/VP
Education and Experience
Bachelor’s Degree Required
CAI Designation Required
Master Of Business Administration Degree Preferred
7 - 10years of directly related or closely related experience
5 - 7 years of Management and/or Supervisory experience
5 – 7 years of Community Association experience
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
