Director of Client Success

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 Responsiblities:

Qualifications

• BA/BS is required for this position. MBA preferred. 
• A minimum of 5 years of client management or sales-related experience.
• Operational acumen and savvy, including technical understanding and financial proposal development. Experience in the contract/managed services industries preferred.
• Experience with large clients selling complex services/solutions.
• Demonstrated exceptional communication written and verbal skills, with the ability to articulate complex ideas clearly and tailor messaging to diverse audiences.
• Knowledge of all Microsoft Office applications.
• Experience with a CRM required, specifically Salesforce strongly preferred.
• Effective multi-tasking in a high pressure, highly competitive environment.

Geography

This is a remote, i.e., work-from-home, role with travel for a specific geographic area. The employee must live within the specific geographic area: <states> or <metro area>. Based on listing: East coast, West coast and Midwest region.

 

Travel

The employee will be expected to travel up to 50%.

Benefits

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information,