CLIENT SUCCESS DIRECTOR

Compass Group•Tampa, FL

3d•Onsite

About The Position

As the Client Success Director, you will drive SSC’s growth and retention by managing contractual performance, governance and client relationships at a multi-site account. Working closely with operational leadership and support teams, you will ensure seamless program execution, contractual compliance and client satisfaction. The ideal candidate has experience leading complex governance programs, excellent communication skills, and the ability to foster meaningful relationships across multi-level stakeholder groups, both internal and client.

Requirements

Experience leading complex governance programs
Excellent communication skills
Ability to foster meaningful relationships across multi-level stakeholder groups, both internal and client

Nice To Haves

Bachelor’s degree preferred or equivalent experience with 5+ years in program/project management
Facilities Management experience is a plus
Consistent record developing client strategies, implementing cross-functional processes and change management initiatives, and solving problems in evolving environments
Collaboration skills to engage stakeholders and drive complex change and continuous improvement initiatives
Expertise in crafting comprehensive project plans, process maps, standard operating procedures, client contractual reporting documents and presentations with attention to detail
Self-motivated with strong prioritization, decision-making, and time management skills
Travel required 0-10%

Responsibilities

Manage Account contractual governance program and communication including coordination of required KPI reporting, operational reporting and performance meetings
Develop and manage comprehensive client stakeholder engagement strategy for Account, inclusive of multi-level communication and feedback mechanisms
Conduct regular pulse check interviews across key client and end-user stakeholder groups, functioning as client advocate and point of escalation in partnership with operational leadership
Develop, document and facilitate annual account continuous improvement and stakeholder management plans in partnership with account leadership
Lead account continuous improvement and change management initiatives aimed at streamlining and evolving field operations in alignment with client priorities
Develop and lead KPI and governance training programs for operations teams to facilitate a culture of data-driven performance management and continuous improvement