**Client Services Director - CRM Leadership**
**Description**
**Job Description**
**Customer Relationship Management (CRM) Lead:**
This is a senior level role with direct reports.
The primary responsibility of the CRM Lead is to maintain long-term, post-sales relationships with existing customers, the success of which is measured by results of the annual client satisfaction surveys.
The CRM Lead will have CRM Managers that report to that position and that will work jointly, collaboratively and proactively with customers to ensure that they receive the highest level of service and support.
The CRM Lead is expected to ensure that consistent, high quality account management service is delivered to customers, as well as to represent customer needs and goals within the organization, ensuring alignment amongst support, development and solutions. Working as a “customer advocate,” The CRM Lead will act as a principal interface between the customer and solutions within Conduent Local Government Solutions (LGS). They will be responsible for engaging the appropriate resources as needed to ensure that customers are receiving consistent value.
To be effective in this role, the CRM Lead must be able to identify the root cause of problems, remove barriers, propose solutions, and champion recommendations through to resolution. They will work hand-in-hand with the CRM Managers, Customers and all aspects of LGS to resolve issues.
**Key Responsibilities:**
Reporting to the VP of Global Client Operations, the person in this position will:
+ Be informed and engaged regarding project/product status, support, and business decisions
+ Provide effective customer relations
+ Act as main point of contact when necessary
+ Gain knowledge and insight to customers’ business priorities and challenges
+ Effectively communicate applicable information to customers.
+ Support client retention
+ Liaise with all areas of the business as needed to meet client expectations by ensuring adherence to the agreed or required service levels.
+ Provide input to overall business strategies and needs
+ Inform product management on customer and market needs and dynamics in order to align product roadmap with customer desires
+ Identify, initiate, and support opportunities for product upgrades and enhancement
+ Recommend solutions to existing problems
+ Monitor outside communication with customers through all channels including, but not limited to:
+ Social Media
+ Customer Forums
+ Conferences and Industry Events
+ Customer Satisfaction Surveys
**General Duties:**
To be effective the CRM Lead must build relationships with key contacts across LGS and then foster a culture of open communication and unity. Interactions with each LOB may include the following:
Support
+ Assist the Support Manager in helping to identify support Metrics
+ Escalate issues to contacts within other lines of business when necessary.
+ Gather needed information from tracking systems (CRM, Jira, SysAid, etc.), reports, and/or meetings to track status of issues and to identify issues that may need to be addressed
+ Lead and roll out the Tier 1 support model
+ Direct and manage the new Tier 1 support model
+ Lead the roll out of the Salesforce CRM system
+ Direct and manage the consolidated aspects of the Salesforce CRM system
Customers
+ Communicate effectively with clients to ensure they receive professional and high-quality customer service.
+ Co-ordinate and actively participate in client visits, presentations, workshops, user groups, forums and/or tours.
+ Solicit varying types of client feedback in order to achieve client service improvement.
+ Where possible, expand customer knowledge of Consuent's services and encourage them to take full advantage of Conduent's products and services.
PDSI Business Group
+ Contribute ideas and initiatives for improving services, systems and processes, process blockages and implement recommendations
+ Make recommendations that relate to improved communication, processes, workflow and automation with the aim of increasing profitability whist retaining the client.
+ Listen and gather input by attending meetings and by inclusion in follow-up activity and after action reporting
+ Create a balanced perspective on projects and initiative amongsts Solutions, Operations and PDSI
Solutions
+ Understand the process of solutions development
+ Understand how a product fits into the Conduent business plan
+ Be able to communicate how a product meets the needs of the market and Conduent customers
+ Reinforce that Conduent provides solutions and not software
+ Understand that customer solutions may include third-party vendors and products
+ Work closely with Solutions and third-party vendors to support a full-system solution for customers
+ Monitor the transition of products from Sales to Solutions to Operations
+ Track solutions through initial implementations, propose improvements to implementation methodology, provide feedback to Solutions
+ Actively participate in customer activities such as product demonstrations.
+ Be able to provide demonstrations for core products.
**Desired Qualifications and Experience:**
+ A Bachelor’s degree or higher OR work equivalent experience
+ Demonstrated experience effectively building and managing customer/client relationships
+ 10 years relevant experience with 5 years in a leadership role
+ Experience managing teams in various locations (including remote) in a multi-disciplinary, matrixed model
+ Diverse knowledge of and exposure to different industries
+ Extensive knowledge of SalesForce
+ Demonstrated ability to manage complex projects
+ Excellent communication skills, both written and verbal
+ Ability to effectively interact with all levels in an organization
+ Highly adaptable to different situations and audiences
+ Heavy experience and desire to write documentation and define processes
+ Ability to prioritize and switch gears quickly and effectively
+ Strong business acumen; politically savvy; polished
+ Training and professional presentation experience
+ Analytical and critical thinking skills
+ Ability to travel 60% (travel can be sporadic and often with little to no notice)
+ Must be currently eligible to work in the US for any employer without sponsorship
+ Must consent to and successfully clear all required pre-employment screenings (background and substance abuse)
+ Experience in Government Records is preferred
+ Experience working in the public sector is highly preferred
**Location: This position is virtual. Strongly prefer a candidate in Syracuse, NY or Dallas, TX. While other locations will be considered, candidates outside Syracuse or Dallas must have experience with Government Records Management and/or the public sector.**
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today. After applying, please check you email (including spam folder) for updates on this position.
Conduent is an Equal Opportunity Employer and considers
applicants for all positions without regard to race, color, creed, religion,
ancestry, national origin, age, gender identity, sex, marital status, sexual
orientation, physical or mental disability, use of a guide dog or service
animal, military/veteran status, citizenship status, basis of genetic
information, or any other group protected by law. People with disabilities who
need a reasonable accommodation to apply or compete for employment with
Conduent Business Services or one of its subsidiaries may request such
accommodation(s) by sending an e-mail to accommodations@Conduent.com. Be sure
to include your name, the job you are interested in, and the accommodation you
are seeking
**Job** Client Services
**Primary Location** United States-TX-Dallas
**Other Locations** United States-New York-Syracuse
**Organization** Public Sector BG Site
**Unposting Date** Dec 21, 2016, 12:59:00 AM
**Virtual/work from home?** Yes
**Travel** Yes, 50 % of the Time