Director of Client Success- Sports & Entertainment- Remote

Job Description

The Director of Client Success is responsible for the proactive approach to client relationship management within a portfolio of existing accounts within a set geography.

They are expected to provide keen analysis to:

• Establish meaningful relationships with our clients.
• Help our teams on the ground identify and align with our clients’ goals
• Create strategic plans that are customized for our client and the team on the ground to generate and maintain mutual success
• Assess our clients’ opinions of the existing partnership and assist in developing initiatives that will convey the advantages Aramark brings to the partnership, resulting in long-term development and industry-leading client retention rates.

 

Candidates must have a demonstrated ability to lead client engagement planning and execution and to collaborate with operations leadership and functional support partners to develop, lead, and execute customized account strategies for our existing client partners.  A successful DCS must be able to proactively identify, anticipate, and communicate potential obstacles, challenges, and/or issues at a client account that could adversely impact our ability to retain the account and partner with operations leadership in developing and executing client customized retention strategies.

 

Job Responsibilities

• Lead external client relationship building to gain a deep and validated understanding of our clients’ strategic objectives, goals, and challenges.
• Lead internal relationship building to successfully partner within a matrixed organization, relying on internal subject matter experts and operational leaders to develop solutions.
• Perform objective account diagnostics and relationship analysis to proactively address retention risks that result in long-term client retention.
• Develop and manage account planning and execution strategies, annual account objectives development, thorough wiring plans, formalized client communications, client business review process, proposal development, client presentations, and contract negotiations. 
• Identify growth opportunities and retention risks through the application of Aramark reporting and analysis tools. Measure KPIs to gauge the success of retention efforts.
• Be our client advocate within Aramark to proactively renew and extend contracts by developing long-term win-win value propositions with our client partners.
• Ensure client stakeholder(s) have wiring plans, meetings are scheduled and strategically executed throughout year, and documented.
• Lead the strategic account management process, ensuring key account meetings are held with region leadership each year.
• Develop an independent perspective on the strength of our partnerships through direct client engagement.
• Ensure delivery of client expectations within the contract portfolio.
• Lead RFP processes when current contracts expire, or competitive bids arise within portfolio.
• Develop and lead our internal deal approval process to obtain company approval for rebids and/or vertical growth.

Key Competencies

• Effective use of deliberate influence strategies to impact, shape, or re-direct the behaviors of others without formal authority.
• Promote a spirit of collaboration throughout the Aramark Sports + Entertainment business unit to best leverage capabilities and resources to serve client needs.
• Maintain a keen focus on establishing long-term and meaningful relationships with clients.
• Possess a genuine desire and ability to understand the marketplace and changing needs of clients and respond accordingly with proactive solutions that target