Association Headquarters is searching for a Director of Association Services and Engagement.
The Director of Association Services and Engagement has two primary responsibilities: 1) Responsible for leading and managing the assigned Account Executives to ensure the delivery of exceptional client services and engagement. As part of this, the Director will work closely with various departments to identify and address skills gaps, develop staff, and support career development. 2) Responsible for client relationship management of the clients managed by the Account Executives they are overseeing. This includes developing and executing strategies to enhance client satisfaction, retention, and growth while ensuring alignment with company goals and objectives. This Director will also act as a primary relationship manager for key clients, providing proactive solutions, and serving in interim Account Executive (AE) roles as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Leading and Managing Account Executives
- Leadership and Management: Lead, mentor, and develop high-performing Account Executive teams. Provide individualized coaching and mentoring to ensure high performance.
- Staff Development: Work with the Senior Director of Learning and Development to identify skills gaps and training opportunities. Support career development for all Account Executives.
- Performance Evaluation: Carry out annual performance evaluations for all assigned Account Executives.
- Collaboration and Coordination: Collaborate with cross-functional teams to ensure seamless service delivery and resolution of client issues. Work with Account Executives to recommend client team development and staffing needs.
- Client Relationship Management
- Client Relationship Management: Cultivate and maintain strong relationships with clients, ensuring their satisfaction and driving long-term loyalty. Conduct regular check-ins and reviews with client leadership.
- Client Engagement: Develop and execute strategies to enhance client engagement and satisfaction. Act as the primary contact for key clients, understanding their needs and providing proactive solutions.
- Strategic Planning: Develop and implement comprehensive client engagement strategies aligned with company goals. Identify opportunities for service improvement and innovation based on client feedback and market trends.
- Interim Roles: Serve as Interim Executive Director, Account Executive, or Transition Manager as assigned.
- Metrics and Reporting: Establish metrics and KPIs to track client satisfaction, retention, and overall engagement. Report progress to senior management.
Travel: Extensive travel required (~25%).
Measurement of Success
- Success in Leading and Managing Account Executives includes:
- Development and retention of Account Executives.
- Consistent implementation of best practices, including the AH Way as per the Client Services Playbook.
- Adherence to AH core values.
- Effective client team development and staffing recommendations.
- Success in Client Relationship Management Includes:
- Successful staffing support for clients.
- Achievement of client satisfaction and retention metrics, including annual Net Promoter Score above 50.
- Negotiating and renewing contracts.
- Becoming a trusted relationship manager to the client that advocates and promotes how AH's offerings and services can better serve client needs.
Qualifications and Competencies
- Education and Experience: A bachelor's degree is required, but an MBA is preferred. A minimum of ten years of related industry experience is also required, CAE is preferred.
- A great coach and builder of people: This role requires strong leadership and communication skills, strategic thinking, problem-solving, and organizational skills.
- Sales-like client-management skills: This Director will be responsible for not only ensuring our Account Executives are delivering a great client experience but also for discovery of potential additional commercial opportunities.
- Personality & Interpersonal Skills: Success in this role requires emotional agility.
- Tenacity & Conflict Resolution: At times, this individual will face challenges managing the priorities of multiple internal stakeholders and external customers.
- Accountable: It should bother this person when people don't follow through on their commitments.
- Technical Proficiency: Knowledge of CRM systems and other relevant tools for client engagement and relationship management.
- Physical Demands and Work Environment: Ability to travel extensively (~25%-35%).
Association Headquarters Core Values
All employees are expected to demonstrate the following core values: Customer Service, Respect, Accountability, Transparency, Flexibility, Expertise/Innovation, Social Responsibility, and Unified Diversity.
Join us in this exciting opportunity to shape the future of client services and engagement and drive meaningful impact for our organization and our clients. Apply now to become our Director of Client Services and Engagement and be a catalyst for success!
Benefits
Benefits include, but are not limited to:
- Medical, Dental, and Vision
- Voluntary Life Insurance - Employee Paid
- AFLAC available
- Paid holidays and Paid Time Off (PTO) accrual
- 401k
- Basic life insurance, short-term and long-term disability
Other Benefits of Working at AH:
- Named Best Place to Work by Philadelphia Business Journal 9 Times - based on a survey conducted of our employees
- Industry Leader - Most credentialed AMC and the first AMC to be Customer Service Certified by the Customer Service Institute of America
- Flex Schedules
- On-site fitness center, open 24/7
- Gym reimbursement program
- Tuition reimbursement program
- Training and Development opportunities
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