Client Services Director

Objectives:

Ultimately the Directors job is to keep grow, strengthen and maintain relationships with our global clients clients by providing world class service. Specific objectives include:

• Strategy- Create and execute a strategy to achieve the company’s goals for AUM (assets under management)
• Team- Build and inspire a world class team to provide best in class service
• Process- Create, communicate and implement client facing and internal processes to provide best in class service to our clients
• Dashboard- Create and manage metrics to track and achieve company and client goals

Responsibilities:

• On-boarding- You will be responsible for the on-boarding of all new clients
• Client Development- You will be responsible for establishing and achieving growth targets for AUM value and services for all existing clients
• Client Services- You will be responsible for
  • Service requests- Receive, log and execute all requests for services
  • Asset disposition- Liaise with the clients to determine and execute the proper dispostions of all AUM
  • Disposition Options- Determine sale, redeployment, storage, donation and recycling strategies with clients to achieve their goals
  • Sustainability- You will work with Chief Sustainability Officer to assure that client goals for sustainability, waste reduction and GHG reductions are being met
• Pickups- You manage the pickups team that is responsible to execute the pickup and retrieval of all assets from our clients
• Programs- You are responsible for management of all special programs as requested by our clients which could include lab closures, equipment trade ins, label programs and demo pools
• Projects- You are responsible for execution of all projects to assure they are completed on time, on budget and satisfy the objectives of our clients
• Client communications- You will be responsible for all incoming and outgoing communications with our client base which will include:
  • Maintain and optimize a cadence of regular meetings and communications with our clients
  • Develop, maintain and manage all reporting to our clients concerning all aspects of their relationship including AUM values, capital recovery/sales, redeployments, sustainability as requested by the client
  • Conduct client surveys to track and improve the overall client experience
• Business Development Support- You will support the sales team with the solicitation of new clients

Direct Reports:

• Keystone Account Manager
• All account managers and team members
• Project & Program Manager
• All project and program team members

Peers:

• Operations- You will liase with the operations team to make sure all AUM is properly received, processed, stored and shipped
• Finance- You will liaise with finance/accounting to make sure budgets, invoicing and settlements with clients are handled professionally
• Sales- You will liaise with sales to support them in achieving client and company sales goals and the on-boarding of new clients

Qualifications:

• Education- Candidate should have a 4-year college degree in business; MBA is peferred
• Client Management- Candidate should have 10+ years in account management; Preferably in Life Science
• Project Management- Candidate should have practical experience and formal training in project management
• People Management- Candidate should have 5+ years in managing and inspiring team members
• Process- Candidate should have experience in creating and executing business processes