Director, Client Success

OUR ORGANIZATION:

HR Collaborative is a part of the Kinexus Group family of organizations. Kinexus Group, recognized as one of Nonprofit Times 2017, 2018, 2019, 2020, 2021 and 2022 Best Nonprofits to Work For, is a cutting-edge community development organization with growing initiatives to create an economically thriving Michigan. We are change agents who create solutions for business, workforce, and community challenges to promote economic vitality.  

THE TEAM:

HR Collaborative is a West Michigan-based professional services firm that helps businesses grow their most valuable asset: their people. Providing organizations with high-impact HR consulting, staffing, and recruiting services, powered by an expanding community of fractional HR professionals.

JOB SUMMARY:

The Director, Client Success serves as the primary contact and human resource strategist for client offerings and the team that supports client deliverables. This person has primary responsibility for setting the service line strategy, including the development and rollout of standardized processes to ensure consistency in delivery.  The Director, Client Success ensures quality of offerings and that our talent follow established standards to meet client deliverable expectations. The Director monitors the divisional growth strategy, ensuring appropriate staffing levels and skill development are met.

RESPONSIBILITIES:

Lead, Manage, and Hold Accountable Team

• Develop and communicate a compelling vision for the client services team that aligns with the overall corporate strategy.
• Manage and lead the client services team, providing guidance, support, and professional development opportunities.
• Foster effective communication and collaboration between client services, project teams, and other departments within the company striving for continuous improvement.
• Encourage client-centricity, collaboration, and accountability within the team.
• Foster a culture of inclusivity and diversity within the team, where all team members' perspectives and contributions are valued and recognized.

Service Model Strategy and Innovation

• Develop and execute strategies to achieve the company's client services goals and objectives.
• Lead the development and implementation of client service plans, including resource allocation and performance metrics.
• Stay informed about industry trends, market conditions, and competitive forces to make informed decisions and recommendations.
• Implement high tech, high touch solutions that differentiate HR Collaborative against competitors.

Client Services Revenue and P&L

• Maintain compelling offerings, collaborating with sales and marketing on go-to-market strategy.
• Identify opportunities for upselling and cross-selling services to existing clients, driving revenue growth.
• Monitor and manage the financial aspects of client projects, including budgets, invoicing, and profitability and take proactive measures to address issues or concerns.
• Oversee the negotiation, review, and execution of client contracts and agreements.
• Work with finance teams to ensure accurate and timely billing and collection of payments.

External Promotion

• Work closely with the sales and marketing teams to develop strategies for acquiring new clients and expanding the client base.
• Proactively network and attend community events to build relationships, keep pulse with market needs and inform product development and new offerings.
• Public speaking at seminars, conferences, and internal events to lend expertise and strengthen brand awareness

Client Delight

• Responsible for process standardization to ensure clients receive quality & consistent service
• Develop and maintain strong, long-lasting client relationships by understanding their needs, expectations, and objectives.
• Regularly engage with clients to gather feedback, assess satisfaction, track metrics, and identify opportunities for improvement.
• Monitor client satisfaction and take proactive measures to address issues or concerns to ensure high levels of client retention.
• Collaborate with project teams to ensure service delivery aligns with client expectations and contractual obligations.

SUPERVISION RECEIVED:

Limited Direction: Works from overall policies, goals, and budgetary limits. Virtually self-supervising with direct accountability for final results.

SUPERVISORY RESPONSIBILITIES:

Advanced supervision: Determines work assignments, priorities, and proced