What are the responsibilities and job description for the Director, Client Engagement position at PRGX Global, Inc.?
PRGX provides software and services to maximize our clients’ revenue recovery and drive margin improvement with their source-to-pay data.
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The Director Client Engagement position is an individual contributor role responsible for maintaining strong relationships with key client stakeholders, ensuring our clients’ expectations are satisfied and achieving their desired outcomes, and contributing to our mutual growth and success. This role, and the team it leads, serves as a bridge between client needs and challenges and the solutions we provide.
JOB DUTIES & RESPONSIBILITIES :
- Manage key client relationships, becoming both a client advocate internally and serving as the primary contact for the client, with the ultimate goals of client retention and client growth.
- Develop, nurture, and maintain strong strategic relationships with multiple contact levels at the client, connecting with key business executives and stakeholders with a focus on the top executive levels. Be a trusted advisor to clients by effectively understanding their business needs and advocating for them throughout PRGX.
- Monitor performance and client adoption of PRGX’s offerings. Ensure SLAs are met or exceeded while working with Operations to ensure consistent delivery of high performance. Be fully aware of operational performance and collaborate with leaders in Operations on problem resolution and service enhancement opportunities.
- Ensure complex issues are resolved when / if they arise.
- Conduct regular, timely check-ins with clients including ensuring that PRGX has regularly scheduled business reviews to discuss performance reports and KPIs, address outstanding needs, and offer insights and recommendations to improve the clients’ outcomes. Own gathering the data, creating the presentation material and setting and leading the business review meetings for assigned accounts.
- Listen to client challenges and identify and present opportunities to upsell / cross-sell PRGX solutions that solve them.
- Educate clients on PRGX’s products and solutions and the value proposition of each.
- Synthesize client trends and insights and communicate key findings to internal stakeholders to drive continuous improvement and to identify future product and solution offerings to benefit clients.
- Develop and execute comprehensive strategies that enhance client relationships and drive revenue growth for PRGX. Meet or exceed annual goals.
- Drive a customer-centric culture by ensuring alignment of the broader PRGX organization with client expectations and needs.
- Represent PRGX at industry events, conferences and networking events to enhance PRGX’s brand and foster new relationships.
- Collaborate with cross-functional teams to ensure seamless onboarding of new clients.
- Travel to client sites and client meetings as needed (estimated 50% of time).
- Other duties as assigned.
WORK EXPERIENCE AND EDUCATION REQUIREMENTS :
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