Director of Partner Success

CLM Midwest is a regional commercial facility maintenance contractor with a local presence who partners with some of the nation's leading retail, convenience store, and restaurant brands. We are a long-established, self-performing company that provides install, break/fix, and emergency services. Our team also has a sub-contractor network for capital projects and various scopes of work. This career opportunity is available as we are increasing our coverage for key enterprise account(s).

Summary

The Director of Partner Success serves as a liaison between CLM’s internal stakeholders and key client representatives. This role works closely with Account Management, Field Operations, and Vendor Management departments to ensure CLM is delivering on quality of service and client expectations. This role reports into the VP of Operations and operates as an individual contributor.

Responsibilities

• Serve as communication leader, key relationship manager, and steward for assigned client. Role will be ultimate client escalation point following communication from Account Management team and leaders.
• Operate as a client advocate and oversee client activities including the identification of potential growth opportunities as well as providing support during escalations or service failures. Assess client expectations, SOW, and ad hoc requirements to ensure that CLM delivers on all services during times of enhanced activity and escalation. Deliver positive results, and compliance with expectations within contract parameters.
• Stay abreast of client PIP processes, providing updates, insights, and recommended actions to internal stakeholders. Communicate with client the steps of remediation and assist Account Management team with tactic shifts where needed, as advised by client.
• Establish and lead regular client touchpoints, including Quarterly Business Reviews. Determine cadence, agenda, and KPIs to be reported upon in each touchpoint. Communicate back to internal stakeholders to drive progress and improvements upon service delivery.
• Working with Systems team, monitor client portals, communication channels, and software to ensure CLM’s compliance and client’s system awareness.
• Cross-Department collaboration between sales, compliance, procurement, and account management as needed to provide superior client relationship leadership. Meet with these department leaders at least once per week to review account knowledge, opportunities, metrics, leading and lagging edge indicators, and department needs.
• Comply with systems, processes, standards, and organizational requirements. Drive CIPs as needed to improve client service delivery.

Skills and Qualifications

• Advanced verbal, written, and phone communication skills
• Strong interpersonal skills
• Ability to work independently
• Strong analysis and problem solving skills
• Experience with Microsoft Office preferred
• Familiarity with service validation and CRM software
• 3 years experience in facilities management industry
• Supervisory experience preferred
• HS Diploma required, Bachelors degree preferred