Director of Strategic Client Success

 

Position Title: DIRECTOR OF STRATEGIC CLIENT SUCCESS (TRAVEL REQUIRED) 

Pay Grade: 17 

Reports To: Senior Director of Growth & Retention

Salary: $110000-$140000 / year

Other Forms of Compensation: 30% Field Incentive Plan Bonus 

 

As the leader in business and industry dining, Eurest is the company to join if you want a rewarding career packed with limitless opportunities. We feed the employees of the nation's largest and most-prestigious companies -- in every state and across all industries. As a member of Eurest's leadership and professional support team, you will help our 16,000 chefs, and in-unit associates excel as they deliver world-class meals in corporate cafes and executive dining rooms with on-site catering through vending innovations and more.

 

Our company is innovative, high performing and fast growing. Our teammates are enthusiastic, committed to quality and thrive on consistently delivering unparalleled results. And did we mention we work with exciting companies and at interesting locations? Come grow your career with Eurest.

Job Summary

 

The Director of Strategic Client Success is responsible for driving the retention of priority accounts by fostering strong internal collaboration and ensuring high levels of client satisfaction through operational excellence. This role focuses on supporting long-term client partnerships by proactively engaging with the operations, culinary, marketing, and Elev8 Hospitality teams to anticipate, address and deliver client needs. Key responsibilities include developing and executing strategies to optimize contract renewals, facilitating internal processes for client feedback analysis, and providing actionable insights to improve service delivery and business growth.

 

The Director of Strategic Client Success plays a pivotal role in coordinating onsite fresh eyes team, driving action plans driven by client culture and WITY. Success in this position requires excellent problem-solving skills, strong interpersonal abilities, and a commitment to exceeding client retention objectives ensuring a 95%+ annual client retention rate. Operational experience in the foodservice hospitality is required with candidate having well-rounded experience in multiple functions in our business.

 

This position reports to the Senior Director of Growth & Retention Marketing and requires extensive travel, approximately 50% of the month. 

Key Responsibilities

Operational Excellence Initiatives

• Develop and manage ‘fresh eyes’ site visits from observation to action plan development and implementation in conjunction with operations, culinary, marketing and Elev8 Hospitality.
• ‘Fresh-eyes’ process requires both a strategic and hands-on approach to be successful.
• Working with CMO and Senior Leadership with clear site on what is coming out to bid w/in 2 years working; targeting accounts that are coming up for rebid.
• Low-touch and high-touch responsibilities include:
• Develop and manage a client intake form to assess needs
• Client meetings
• Activate initiatives such as information organization, report creation, and dashboard development to streamline processes.
• Assess opportunities for innovations to support client needs.
• Support and facilitate client future-forward symposium (virtual and/or in-person).

 

Facility and Performance Reviews

• Support facility reviews with senior leadership to identify at-risk locations, including a review of financials, quarterly business reviews, and client correspondence.
• Analyze data to recommend actions that enhance client value and satisfaction.
• Communicate effectively with senior leaders and executives within client organizations.
• Maintain detailed records of client interactions, inquiries, comments, and issues, along with associated action plans.
• As needed, communicate with clients through in-person meetings, telephone, and electronic correspondence.

 

Strategic Account Management

• Develop contract extension and renewal strategies to preempt competitive bid situations through systematic account assessment, internal team communication, action planning and implementation and client interviews as appropriate.
• Establish strong cross-functional relationships with operations, support, and resource teams (culinary, marketing, Elev8 Hospitality) to ensure regular communication and high execution levels of action plans.
• Maintain detailed reports for assigned client facilities.

 

Training and Coaching

• Provide coaching and training for