What are the responsibilities and job description for the Vice President, Client Relations position at Diversified Maintenance?
The Vice President of Client Relations reports to the SVP Client Relations and Strategic Alliances. This role is primarily responsible for leading the Projects and Routes Client Relations team in: Minimizing customer churn, increasing customer lifetime value and generating leads for expansion across the Diversified Maintenance customer base.
Location is Open, need access to large airport that facilitates efficient travel across the US
Responsibilities
- Develop the annual operating plan including objectives, strategies and implementation plans for the client relations team for review and approval by SVP – Client Relations
- Lead and coach the client relations team in executing the annual plan, providing constructive feedback, addressing performance issues and making adjustments as necessary to people, process and technology
- Engage with clients, with a particular focus on having a finger on the pulse of strategic clients.
- Provide overall leadership in assessing team performance across all metrics to determine overall gaps and opportunities (accumulation of individual client opportunities/gaps)R.
- Provide leadership in prioritizing and developing plans to address identified gaps and opportunities.
- Provide leadership in developing, analyzing, and reporting on client metrics, modifying analytic tools as necessary.
- Role model effective use of analytics to drive action
- Lead Client Relations semi-annual meetings and drive corporate goals and initiatives as part of the overall strategy
Qualifications & Experience
- Bachelor’s degree and a minimum of 8 years account executive /client relations experience with 5 years in a leadership position
- MBA a plus
- Exhibits “big company” process discipline with “small company” energy and urgency
- Must be experienced in providing services to large corporate clients
- Demonstrated ability to identify, develop, and lead client relations teams
- Must exhibit rigorous strategic thinking around building client relationships, but with clear execution strength and sales skill
- Must be an aggressive self-starter and possess the organizational skills to leverage resources across the organization as needed
- Exceptional communication and presentation skills; written and verbal
- Excellent planning and organizing skills and attention to detail; ability to plan and manage at both strategic and operational levels
- Critical process thinking a must
- Ability to travel 70% - 80% of the time
Personal Characteristics
- Player coach; a working leader who naturally rolls up their sleeves
- COLLABORATIVE, & HUMBLE approach is a must!
- Customer Focus – Has demonstrated an understanding and expectation that details matter
- Is dedicated to meeting the exacting expectations and requirements of customers; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Functional / Technical Skills – Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
- Interpersonal Skills – Relates well to all people–up, down, and sideways, inside and outside the organization
- Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions
