Director of Client Success

REDW LLC, one of the Southwest’s largest and fastest growing certified public accounting and business advisory firms, with offices in New Mexico, Arizona, Oregon, and Oklahoma, is excited to have been awarded Top Workplace 2024, 2023, 2022 and 2021 honors for both the state of Arizona and the state of New Mexico.

AZCentral and The Albuquerque Journal also recognized REDW with special Cultural Excellence awards in Compensation, Remote Work, and Formal Training categories.

The Director of Client Success plays a vital role in building strong, lasting relationships between a company and its customers by ensuring clients receive exceptional value from the offered products or services and leading customer success teams in strategizing and implementing programs to enhance customer satisfaction and retention, requiring a strategic blend of leadership, customer advocacy, and data-driven decision-making to proactively address customer needs and contribute to the company's long-term success.

Essential Functions

• Lead the client success function, ensuring impeccable standards and continuous improvement in client experience.
• Oversee the entire client lifecycle from onboarding to offboarding, ensuring a seamless transition and consistently high-quality service. Design and lead the client relationship management initiative, providing a single point of contact for clients utilizing multiple service lines within the firm.
• Develop and execute creative retention strategies to maintain and enhance client engagement. Facilitate and report on passive email link, active end of engagement, and active annual client satisfaction surveys.
• Manage relationships with Client Advisory Board (CAB) members, fostering strong, collaborative partnerships.
• Schedule and coordinate virtual CAB meetings and an annual retreat.
• Develop an engaging agenda for the annual retreat, featuring presentations from various service lines and soliciting CAB input.
• Pursuant to the Charitable Giving and Corporate Events policy, administer the firm’s charitable giving strategy to be impactful on the communities we serve, both supporting team members in their community involvement while ensuring the firm’s charitable giving is values aligned and non-controversial.
• Act as a professional and accessible face of the firm, delivering presentations and client lifecycle support with the highest level of professionalism and integrity.
• Showcase exceptional organizational skills to effectively manage client relationships with multiple service lines, plan and host events, and oversee the administrative functions of the role.
  
  

Knowledge And Skills

• Outstanding organizational and presentation skills. Proven ability in driving client retention and producing high-quality client experiences.
• Exhibit confidence, creativity, and professionalism in all client interactions and engagements.
• Innovative thinker with the ability to design and implement compelling client retention strategies.
• Ability to cultivate and maintain strong workplace relationships with diverse senior stakeholders and clients.
• Expert relationship-building skills, and the ability to develop mutually beneficial working relationships with clients, team members, leadership, and other stakeholders; superior client management skills.
• Ability to implement strategies and contingency plans, creating efficiencies and standardized processes; ability to perform advanced analytical and review functions to ensure quality of deliverables and services; develop high-quality work products for collaborative review.
• Demonstrates good judgment, leadership self-awareness, problem-solving, and decision-making skills with a high level of attention to detail; advanced critical thinking skills; guides team members through complex and difficult issues; resolves difficult scenarios.
  
  

Qualifications

• Bachelor's Degree in Business Administration/Management or related field. Ideally, advanced education/certification supporting experience in a business advisory capacity.
• Minimum of five to eight years of previous experience in a client relationship management or business development role, ideally experience as an advisor within a business advisory or similar professional services environment.
  
  

REDW is proud of our commitment to equal pay for equal work. Knowing our team members are multi-dimensional people, we take special consideration to value each candidate. The potential annualized pay range for this position is $112,471 - $168,706. We make compensation offers within the range based on a range of individual factors, including but not limited to location, skills, experience, training, licensure and certifications, business needs, and applicable employment laws. These factors may also be taken into consideration to offer above or below the pay range.

Sharing pay information upfront fosters an open, transparent dialogue around how we value candidates’ unique strengths. We believe talented people from all backgrounds should feel welcomed, supported and empowered to create forward-thinking solutions for our clients.

Benefits Highlights

Competitive Benefits Package - Our competitive benefits package includes Medical, Dental, Vision, HSA, FSA, Disability Insurance, Life and AD&D Insurance, Supplemental coverage, and 401(k) with employer match.

Employee Wellness - We care about overall employee wellness, offering monthly reimbursements for expenses like gym memberships, training programs, health apps and more.

Time Off - On top of PTO and paid sick time, REDW observes ten (10) paid holidays each year and offers our team members two floating holidays chosen by your department.

Exclusive Perks - Our Access Perks program helps team members maximize budgets with exclusive perks for travel, shopping, and more, offering thousands of discounts with travel and entertainment providers.

Professional Development - We pride ourselves on our entrepreneurial spirit at REDW and so are big fans of learning and development. Our customized Learning Management System (LMS), Spiirall, offers development resources, training, education credits and more for professional and personal betterment.

Remote Worker Allowance - Along with providing essential technology needs, we help equip remote team members to succeed with an annual $150 work-from-home allowance for key gear in their home-offices.

Credentialing & Licensure - Credentialing support, licensing exam bonuses and longevity awards.

As an equal opportunity employer, REDW actively fosters a diverse and inclusive workplace. We encourage all qualified candidates to apply, as we believe that diversity of perspectives and backgrounds leads to further innovation and success. At REDW, we do not tolerate any discrimination based on race, color, religion, gender, sexual orientation, national origin, age, disability or other legally protected statuses.

REDW is committed to providing reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or to participate in our recruiting process, please send us an email at redwrecruitingteam@redw.com.