Director - Customer Success

Korn Ferry

About The Position

The Role Korn Ferry is seeking a Director- Customer success to support our RPO projects team. The Director- Customer success will collaborate across business development, Solutions, Implementation & Operations to ensure effective Strategy and Structural build out with a focus on achieving client expectations & instilling loyalty and confidence.

Requirements

Bachelor’s degree or ten years of equivalent work experience in lieu of degree.
Ten years of relevant experience in talent acquisition.
Experience partnering with sales for pitches and solution designs.
Understanding small to large sized solutions
Familiarity with SLA’s/SOW as it relates to our business.
Understands revenue and pricing models and P&L’s.
Computer skills, specifically Excel and PowerPoint, and facility with numbers.
Business development/sales background or orientation.
Ability to analyze fairly complex data and develop sound recommendations and solutions.
Excellent planning and organizing skills; able to “juggle” responsibilities effectively in a high volume, fast-paced service environment.
Ability to communicate clearly, concisely and persuasively with client and in large group settings.
Strong customer and results orientation.
Ability to interact effectively at all levels and across diverse cultures.
Ability to adapt as organization evolves.
Energetic, confidence, maturity and interpersonal sensitivity.

Responsibilities

Review, advise on, and approve operational solution designs.
Serve as an operational best ‑ practices advisor to the sales team.
Partner with the commercial team during client negotiations and proposal development.
Facilitate alignment between reporting and operations teams on content, frequency, and distribution of internal and external reporting deliverables, including the first QIM.
Ensure all reporting aligns with SLAs and required metric evaluations.
Build and maintain strong relationships with client stakeholders, ensuring clear role accountability and escalation processes.
Provide Operations with a comprehensive guide to key client contacts, reporting structure, and lessons learned (leadership style, operational preferences, etc.).
Align communication methods, cadence, and key communication touchpoints across teams.
Define and gain alignment on key engagement KPIs and SLAs.
Develop workflows for all phases of the client partnership.
Document all discovery materials and implementation milestones.
Ensure appropriate resource allocation to support leaders and meet client requirements
Support, guide, and monitor iRPO team recruiting efforts specific to the account.
Maintain alignment with the Operational Leadership Team on priorities and execution.
Establish daily, weekly, and monthly operational targets based on contractually agreed SLAs.