Director of Client Relations

Director of Client Relations

isolved HCM is an industry-leading human capital management technology company that brings together the key workforce functions in one robust, easy-to-use platform, isolved. Payroll, HR, Time & Attendance, Onboarding, ACA Compliance, and Benefits Enrollment are all delivered from one solution, in the cloud, specifically built for the small to mid-sized employer. It has achieved rapid market share, with more than 2 million employees and growing.

Job Overview: The Director of Client Relations is responsible for providing leadership to a team of Relationship Managers and assisted leadership with Strategic Relationship Managers; driving quality and consistency in Account Management and Client Relationships.  The Director of the RM team is responsible for overall client success and retention of the RM assigned book of business. The Director must be able to work effectively with all levels of internal isolved leadership, including Client Support, Implementation, Sales and Tax in order to drive client success. This role has significant levels of responsibility and accountability for aligning customer service initiatives to maximize retention and advocate for client success.     

 Duties and Responsibilities:

• Strategically lead and develop a relationship management team to enhance performance by setting clear accountable performance measures
• Identify and provide feedback through 1on1s, effective use of personal development plans and provision of coaching & development opportunities
• Mentor team members and identify development needs and coordinate additional training
• Develop procedures and policies to increase the quality and efficiency of advocating and escalating for assigned clients.
• Empower and engage the Relationship Management Team.
• Function as a consultant and business partner with other groups internally and externally
• Collaborate with V.P. to manage and review team statistics, including client Healthscores, Client online Reviews, annual budget and customer retention measurement.
• Maintain in-depth working knowledge of the company's brands, systems and processes
• Collaborate with the V.P. of Client Relations on team development and succession planning
• Continually develop improvements and work on internal change projects

 Skills and Qualifications

• 5 years of experience in payroll/HCM industry

• 3 years of experience in people leadership
• Demonstrated strong technical aptitude and capabilities
• Excellent written and verbal communication skills, including fluency in English
• Demonstrated success in a role requiring strong attention to details, teamwork, and initiative
• Demonstrated passion for delivering an outstanding customer experience
• CPP or FPC certification a plus
• Software/isolved experience, preferably in a SaaS environment.
• Four-year degree or equivalent education and business experience

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk,and hear.  The employee is required to use hands.  Specific vision abilities required by this job include close vision for written work and PC use. The noise level is usually fairly quiet.

DISCLAIMER:           

The lists under Essential Functions and Additional Responsibilities are not exhaustive, but are merely the most accurate lists for the current job.  Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change.

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