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Director, Client Engagement

Director, Client Engagement

Requisition ID 
2018-2663
Location 
US-CO-Denver
Posted Date 
1/19/2018
Department  
Program Management

More information about this job

Overview

Effective is an experience agency that embraces digital complexity through a measurable, human-centered design approach. We use comprehensive insight to help clients discover unmet opportunities and build transformative customer experiences.

 

With more than a decade of raising the bar, our purpose- driven, diverse teams share their expertise in design thinking, customer insights, data strategy, and technology to empower clients and achieve long-term success.

 

We are in search of a Director of Client Engagement to join our team!

 

The Director of Client Engagement is responsible for the strategy, management, and overall execution of client projects for Effective. The Director ensures that client experience is the top priority of the Client Engagement team, architecting meaningful experiences and building strong client relationships through high-touch communication and support. As a problem solver and trusted advisor to our clients, the Director empathizes with our clients’ challenges and the team dynamics that influence the overall success of an engagement.

 

 

Responsibilities

  • Provide day-to-day operational support for the Engagement Management team on project strategy, decision-making and client circumstances.
  • Oversee quality of services provided by Engagement Management team members.
  • Point of contact for escalated client issues, assisting the Engagement Managers in forming strategies and solutions to avoid negative financial impacts.
  • Supervise client engagement team shepherding their growth and development at Effective (individual goals, annual reviews, growth plans, etc.)
  • Create continuing education opportunities for team members through learning and coaching initiatives, training skills to develop candidates for internal promotion.
  • Work closely with members of the leadership team to develop a strategic vision for Effective.
  • Partner with operations department to understand resourcing capacity and utilization as well as internal processes, procedures and tools for our business.
  • Partner with talent management to recruit, interview and hire new talent for client engagement team as well as to assist in development of company onboarding plans to set team members up for success within the Effective.
  • Partner with client finance to ensure client engagement team is managing projects to company policies, procedures and profitability/revenue goals.
  • Support sales and scoping efforts ensuring the proposed engagement falls in line with company policy, processes, and profitability goals.
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Qualifications

  • Bachelor’s degree.
  • 10+ years’ professional experience in consulting, with at least 7 years’ experience in a project/program management role.
  • Strong understanding and experience with a variety of project management methodologies and frameworks.
  • Strong written and oral communications.
  • Experience in building client relationships for long-term partnerships.
  • Exceptional presentation skills.
  • Strong interpersonal and client management skills.
  • Demonstrated ability to set and manage team direction.
  • Prior successful people management and mentorship experience with the ability to collaborate effectively at all levels and within cross functional teams.
  • Self-starter able to quickly learn and practically apply new knowledge in a fast-paced, client-driven environment.
  • Ability to manage and lead remote projects and teams.
  • Sound business and financial acumen.
  • Strong negotiation skills.