Director of Client Experience

Enquire Solutions - Greenwood Village, CO3.5

Full-timeEstimated: $80,000 - $120,000 a year
  • Business Development: Identify new business opportunities and expand offerings with existing clients.
  • Client Engagement: work with all departments to streamline client engagement and communication on development items, ongoing training and Enquire initiatives throughout the year.
  • Client Advisory: as their trusted advisor, drive a clear understanding of their sales and marketing technology needs. Helping them develop and execute a multi-year strategy
  • Process and Team Improvement: think holistically about client service and retention, staff performance and development, and partner relations.
  • Partner Engagement: develop an unmatched rapport with all of Enquire’s partners (e.g. integration partners, marketing partners, sales consultants, etc.) so we earn their trust and regularly seek advice.
  • Success Team Management: develop and maintain strong account success team, including tracking KPI’s, goal tracking and growth plans.
  • Budget: maintain budget for the Client Success department and ensure clients are being billed promptly for services.
Overall Objectives:
  • Solve problems and initiate collaboration among Enquire staff and vendors; anticipate, identify and actively resolve issues.
  • Be an expert in Enquire CRM, able to lead clients and team members through CRM best practices, system audits, admin section functionality and more.
  • Be an expert in the residential living and post -acute space. Understand the differentiators in the industry that uniquely identify each account, such as census, care level, etc.
  • Understand data analytics in PowerBI (business intelligence). Make data driven decisions and recommendations based on internal team reports and client reporting. Be able to present the reports, explaining logic and troubleshoot.
  • Understand the power of Enquire Marketing Automation Platform and be a guide for clients and team on the ins and outs of marketing automation. Understand best practices and stay up to date on marketing trends.
  • Develop and maintain ongoing coaching process for team, including KPI’s, identifying areas to improve client relationship, mentoring, upselling strategies, conflict resolution and more.
  • Be a proactive thinker and continue to finesse current processes and documents to mimic the growth of the company, always streamlining and executing at the highest level.
  • Hold weekly meetings with team to review client growth opportunities, risks, KPI's, etc.
  • Uncover and understand client objectives, challenges and needs by performing regular client assessments.
  • Demonstrate thought leadership with customers by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information.
  • Establish Enquire’s reputation as a thought-leader in the benefit administration space by surfing the cutting edge of health, wellness and technology trends, developing a broad, valued-focused network, and ultimately become a sought out thought-leader
  • Lead senior level client meetings and attend regular client status meetings, conferences, etc.
  • Achieve trusted advisor status with clients and other potential business partners by delivering innovative products that lead to sustained revenue and growth
  • Renewal and upsell leadership, development, negotiation, and closure.
  • Ensure CRM is up to date with client primary contact, properties and monthly revenue.
  • Develop monthly updates, a quarterly plan and an annual business reviews to translate client objectives into an overarching strategy.
  • Be able to write proposals, statements of work, and RFP responses.
  • Actively participate in long range strategic planning for client.
  • BA/BS degree
  • Presentable, inspiring and professional communication
  • 4-6+ years in client services, and 3+ years in a leadership role
  • Directing team members in meeting client and company objectives
  • Ability to work with all internal departments to ensure success
  • Ensure client satisfaction to maintain account and client retention
  • Excellent relationship management skills and a good team leader
  • Knowledge of senior housing and post-acute technology and understanding of industry trends
  • Experience with collaboration and project management tools such as Zendesk, JIRA, etc.
  • Serve as point of escalation for all pre and post-sale support related activities
  • Process oriented with a strict attention to detail
  • Ability to prioritize and focus on multiple tasks in high-pressure situations
  • Strong oral and written communication
  • Must live in Colorado