Director, Client Development, Employer Services

Company Description

 Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. 

“As the consumer’s bureau, we want to ensure that as many people as possible can access and participate in the financial system, and we believe everyone deserves a fair shot at achieving their financial dreams.”  - Craig Boundy, CEO Experian North America

Experian’s a leading Analytics Enterprise

We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped businesses grow, consumers and small businesses gain access to financial services, and economies and communities flourish – and we’re not done

Our 17k amazing employees in 40+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow

To do this we employ the greatest and brightest minds that share our purpose and want to make a difference. We’re avid problem solvers. We embrace our diversity yet share similar values and growth mindsets

What’s your next professional and personal goal? Let Experian help bring this to life

Job Description

We are recruiting for a Director, Client Development for our Experian Employer Services business. Critical to our position as a market leader, this leader will report directly to the Head of Client Development and be responsible for a Client Development and Relationship Management team delivering a scalable best-in-class customer journey for our customers.

This individual will lead Client Development Executive and Relationship Managers responsible for the functions essential to developing and implementing a comprehensive strategy that maximizes client retention rates, cross-sell and upsell initiatives across a subset of products, product lines or services directly expanding within our client base.

RESPONSIBILITIES

• Lead the strategic development of the Client Development Executives and Relationship Managers addressing business requirements and goals.
• Develop, hire, and oversee the team with focus on long-term, strategic client relationships (revenue-generating), and focused on providing quick and professional client service.
• Strategize on what resources, tools, systems, and training will be necessary for improvement of client experience over time, focusing on new technologies, process improvements, employee skill enhancement and motivation techniques
• Drive the communication of Employer Services value-proposition, expertise and service offering in a rapidly growing industry.
• Responsibility for client satisfaction and retention through management of client’s expectations, identification and elimination of gaps between client expectations and service capabilities.
• Understand the customer journey from onboarding to ongoing engagement – building out scalable processes for growth in conjunction with cross-functional teams.
• Influence customer lifetime value (CLV) through higher product adoption, customer satisfaction, retention, and identifying cross-sell opportunities. In conjunction with the client success organization.
• Promote a customer development plan, with targets, and objectives
• Create KPI’s for the client development team
• Manage renewals, cross-sell/up-sell sales leads, and customer advocacy.
• Develop framework for client development’s role in customer success activities, onboarding and adoption, customer success management, utilize customer feedback and performance data to drive both true and perceived customer value.
• Conducts sales forecasts, territory planning, demand generation, deal strategy development and trend analysis
• Measure and improve customer satisfaction and attainment of customers' business objectives to increase renewal rates and high net retention (upsell & cross-sell).

Act as an advocate for the customer and serve as the escalation point for ongoing customer issues.

• Deploy varying strategies, identify opportunities for continuous improvement and learn from best practices in the industry.
• Responsible for coaching, performance management, and career development of team members.

#LI - Remote

Qualifications

• BS degree in Marketing or Business Administration
• Minimum of 5 years of s