Client Success Director

WILAND INC•Niwot, CO

1d•$78,000 - $95,000•Remote

About The Position

The Client Success Director (CSD) is the primary Client contact within the Wiland organization. This individual is responsible for meeting or exceeding revenue goals for their assigned book of Clients and ensuring Client satisfaction and retention. The CSD will maintain regular communications with their Clients and understand the Clients business goals and metrics. The CSD will create Client development plans to ensure we are meeting needs and growing revenues from each Client. Travel to Client offices and industry events may equal or exceed 25% of time worked.

Requirements

Bachelor’s degree in Business Administration, Management, Marketing or equivalent work experience.
4+ years experience in the direct marketing industry.
4+ years experience in list circulation or client service experience.
4+ years experience with Microsoft software products and research capabilities on the Internet.
2+ years experience in sales and account management.
Excellent written and verbal communication skills.
Exceptional problem-solving skills and ability to take initiative and work independently.
Ability to work well in a team environment with little direct supervision.
Knowledge and experience using customer service management software.
Must be a US citizen or authorized to work in the United States.

Nice To Haves

Experience in Salesforce or equivalent contact management tool desired.

Responsibilities

Primary Client contact.
Responsible for understanding the complete suite of Wiland products and Success and how they can benefit our Clients.
Responsible for selection of models and delivery of recommendations or proposals.
Responsible for all revenue for assigned Clients. Up-sell/Cross-sell to existing Clients as appropriate to maximize revenue results.
Strategize with Clients. Become educated and experienced in Clients’ Industries. Maintain a thorough understanding of each Clients’ businesses.
Move Clients through the Client “Maturity Cycle.” Develop and maintain Client Development Plans.
Meet or exceed individual Sales and Revenue Goals, tracking monthly and quarterly progress toward achieving objectives.
Build Client relationships by traveling to Clients’ locations and industry events as necessary. Provide and sustain a high level of service and exceed Client expectations. This will include prompt response and issue resolution, accurate orders, innovative solutions, etc.
Initiate Initial Strategy / Data Call for Data Submission Plan. Positively kicks off Client relationship by establishing regular communication, quickly building rapport and managing the initial call.
Obtain and manage Client mail schedules, ensuring recommendations are sent for each opportunity.
Acquire and track Client metrics and model results for all clients. Review results for impact, improvements and opportunities.
Coordinate with Production for: Client data improvement, Client results improvement, Client model recommendations, Client low net/house file match issues, Client model delivery time schedules.