Director Client Care

 

Director Client Care

 

As Director of Client Care you are the lead for Developing Sales Opportunities.

As the lead of the Sales team, you will optimize sales performance and be responsible for Sales and Marketing with a focus on driving performance to support a scaling business. You will consistently attain targeted revenue goals and set the overall vision and strategy for the sales team.

 

Professional Services Responsibilities:

 

  • Strategic point of contact for senior clients and establishes strong relationships.
  • Work with the client and internal teams to bring creative solutions to prospective clients and to build the business of current clients.
  • Work closely with Support, Sales, Account Management and Development teams to ensure a high degree of client engagement and satisfaction
  • Escalation point for client issues and feedback
  • Translate client requirements into technical documentation or Statements of Work
  • Monitor “account health” of existing clients, acting as a communication touchpoint to drive client satisfaction
  • Conduct client training on best practices for platform use
  • Mentor and develop the team and direct them in finding creative solutions to both client and internal challenges, foster knowledge-sharing across all disciplines internally to ensure collaborative and informed work.
  • Create an effective process and information flow between client services team and other disciplines.
  • Assist the Operations team with designing the training and implementation of all internal and external tools.
  • Other duties as required

 

Sales Responsibilities:

 

  • Prepare estimates and quotations for new sales, existing customer sales and upgrades
  • Create processes and assist the Sales team in the identification, pursuit, negotiation, closure and implementation of new opportunities
  • Act as product and procedure advisor to distributors, via telephone, webinars, etc.
  • Develop and execute operational strategies in support of driving sales including identifying objectives, performance standards and priorities for the Sales team
  • Perform senior-level client negotiation and management skills, with clear and substantive speaking, writing and presentation skills.
  • Leverage financial reporting and other KPIs to ensure an efficient and effective sales organization
  • Manage the CRM database and provide advanced reporting and analytics
  • Own and manage CRM data, administration, user training, process enhancements and utilization metrics
  • Create training and development plans on CRM use for the sales team as well as with marketing and partner efforts
  • Lead weekly, monthly and quarterly sales planning meetings by preparing and supporting the delivery of sales reports for the management team
  • Collaborate with the Management team to develop short and long-term strategic plans, including the preparation of annual business plans.
  • Manage sales compensation plans and reseller program
  • Participate in Sales and/or Channel Partner Sales activities as needed including partner with peers in planning and creative agencies, and internal disciplines to work on existing or new business opportunities
  • Develop, maintain and share knowledge of the competitive landscape at the national and industry levels
  • Assist with building a network of executive relationships with key customers and partners
  • Continued personal growth through career planning and training opportunities
  • Other duties as required

 

Marketing Responsibilities:

 

  • Identify, develop and implement strategies or processes to continuously evolve and enhance our market-facing and internal support mechanisms.
  • Identifying market trends and account needs in order to react to market activity and reach favorable sales goals
  • Develop strategies and tactics to communicate with potential clients and drive qualified traffic to the Sales team
  • Ensuring effective, branded marketing communications including the company website, print communication, and advertising.
  • Produce valuable and engaging content for our website and social media
  • Build strategic relationships and partner with industry partners and vendors
  • Overall marketing strategy and execution of plans for the existing products, including research and evaluate new product opportunities, demand for potential products, and customer needs and insights
  • Serve as a partner to finance and product development in determining the viability of potential markets before production of a product with no business case or strategy prepared in advance.
  • Managing launch campaigns for new products.
  • Managing distribution channels for product
  • Establish the marketing budget
  • Deploy successful marketing campaigns and implement
  • Utilize a variety of organic and paid acquisition channels – content creation, content curation, pay per click campaigns, event management, publicity, social media, lead generation campaigns, copywriting, performance analysis, etc.
  • Measure and report performance of marketing campaigns, gain insight and assess against goals
  • Stay up to date on current market trends
  • Attend Trade Shows, conduct Sales presentations and seminars

 

Valued Qualities:

  • Excellent interpersonal skills with the ability to develop rapport and communicate with various internal and external stakeholder groups
  • Self-motivated with the ability to work independently and maintain composure under pressure
  • Effective training and/or public speaking skills in a classroom/audience environment for non-technical users
  • Knowledge and background in eCommerce and Social Media
  • Energy, creativity and strong problem-solving skills
  • Ability to occasionally work flexible hours to meet client needs
  • Flexible to travel required for on-site training, demonstrations, professional services engagements and trade shows may be required
  • In-depth understanding of sales techniques and methodologies
  • Experience in the tech industry or selling software applications specifically is an asset.
  • Strong business acumen and analytical ability to identify, evaluate and initiate process or procedure enhancements
  • Accounting knowledge, including accounting software (Sage recommended)
  • Ability to coach, lead, train and mentor staff
  • Proven experience increasing revenue and profit margins
  • Ability to work effectively with cross-functional teams to achieve business goals
  • Proficient in Excel, PowerPoint, Word, and Outlook
  • Hands-on experience using a CRM system (Sage CRM recommended)
  • Well-versed in all forms of media including direct mail, print, broadcast, non-traditional media, as well as interactive/online marketing programs that go beyond the scope of “media”, such as affiliate programs, direct e-mail and non-traditional buying practices.

 

Please send resume and cover letter to Maureen@2a3group.ca or call 519-858-8880.

 

Director Client Care

 

As Director of Client Care you are the lead for Developing Sales Opportunities.

As the lead of the Sales team, you will optimize sales performance and be responsible for Sales and Marketing with a focus on driving performance to support a scaling business. You will consistently attain targeted revenue goals and set the overall vision and strategy for the sales team.

 

Professional Services Responsibilities:

 

  • Strategic point of contact for senior clients and establishes strong relationships.
  • Work with the client and internal teams to bring creative solutions to prospective clients and to build the business of current clients.
  • Work closely with Support, Sales, Account Management and Development teams to ensure a high degree of client engagement and satisfaction
  • Escalation point for client issues and feedback
  • Translate client requirements into technical documentation or Statements of Work
  • Monitor “account health” of existing clients, acting as a communication touchpoint to drive client satisfaction
  • Conduct client training on best practices for platform use
  • Mentor and develop the team and direct them in finding creative solutions to both client and internal challenges, foster knowledge-sharing across all disciplines internally to ensure collaborative and informed work.
  • Create an effective process and information flow between client services team and other disciplines.
  • Assist the Operations team with designing the training and implementation of all internal and external tools.
  • Other duties as required

 

Sales Responsibilities:

 

  • Prepare estimates and quotations for new sales, existing customer sales and upgrades
  • Create processes and assist the Sales team in the identification, pursuit, negotiation, closure and implementation of new opportunities
  • Act as product and procedure advisor to distributors, via telephone, webinars, etc.
  • Develop and execute operational strategies in support of driving sales including identifying objectives, performance standards and priorities for the Sales team
  • Perform senior-level client negotiation and management skills, with clear and substantive speaking, writing and presentation skills.
  • Leverage financial reporting and other KPIs to ensure an efficient and effective sales organization
  • Manage the CRM database and provide advanced reporting and analytics
  • Own and manage CRM data, administration, user training, process enhancements and utilization metrics
  • Create training and development plans on CRM use for the sales team as well as with marketing and partner efforts
  • Lead weekly, monthly and quarterly sales planning meetings by preparing and supporting the delivery of sales reports for the management team
  • Collaborate with the Management team to develop short and long-term strategic plans, including the preparation of annual business plans.
  • Manage sales compensation plans and reseller program
  • Participate in Sales and/or Channel Partner Sales activities as needed including partner with peers in planning and creative agencies, and internal disciplines to work on existing or new business opportunities
  • Develop, maintain and share knowledge of the competitive landscape at the national and industry levels
  • Assist with building a network of executive relationships with key customers and partners
  • Continued personal growth through career planning and training opportunities
  • Other duties as required

 

Marketing Responsibilities:

 

  • Identify, develop and implement strategies or processes to continuously evolve and enhance our market-facing and internal support mechanisms.
  • Identifying market trends and account needs in order to react to market activity and reach favorable sales goals
  • Develop strategies and tactics to communicate with potential clients and drive qualified traffic to the Sales team
  • Ensuring effective, branded marketing communications including the company website, print communication, and advertising.
  • Produce valuable and engaging content for our website and social media
  • Build strategic relationships and partner with industry partners and vendors
  • Overall marketing strategy and execution of plans for the existing products, including research and evaluate new product opportunities, demand for potential products, and customer needs and insights
  • Serve as a partner to finance and product development in determining the viability of potential markets before production of a product with no business case or strategy prepared in advance.
  • Managing launch campaigns for new products.
  • Managing distribution channels for product
  • Establish the marketing budget
  • Deploy successful marketing campaigns and implement
  • Utilize a variety of organic and paid acquisition channels – content creation, content curation, pay per click campaigns, event management, publicity, social media, lead generation campaigns, copywriting, performance analysis, etc.
  • Measure and report performance of marketing campaigns, gain insight and assess against goals
  • Stay up to date on current market trends
  • Attend Trade Shows, conduct Sales presentations and seminars

 

Valued Qualities:

  • Excellent interpersonal skills with the ability to develop rapport and communicate with various internal and external stakeholder groups
  • Self-motivated with the ability to work independently and maintain composure under pressure
  • Effective training and/or public speaking skills in a classroom/audience environment for non-technical users
  • Knowledge and background in eCommerce and Social Media
  • Energy, creativity and strong problem-solving skills
  • Ability to occasionally work flexible hours to meet client needs
  • Flexible to travel required for on-site training, demonstrations, professional services engagements and trade shows may be required
  • In-depth understanding of sales techniques and methodologies
  • Experience in the tech industry or selling software applications specifically is an asset.
  • Strong business acumen and analytical ability to identify, evaluate and initiate process or procedure enhancements
  • Accounting knowledge, including accounting software (Sage recommended)
  • Ability to coach, lead, train and mentor staff
  • Proven experience increasing revenue and profit margins
  • Ability to work effectively with cross-functional teams to achieve business goals
  • Proficient in Excel, PowerPoint, Word, and Outlook
  • Hands-on experience using a CRM system (Sage CRM recommended)
  • Well-versed in all forms of media including direct mail, print, broadcast, non-traditional media, as well as interactive/online marketing programs that go beyond the scope of “media”, such as affiliate programs, direct e-mail and non-traditional buying practices.

 

Please send resume and cover letter to Maureen@2a3group.ca or call 519-858-8880.