Director of Client Services- Education Portfolio

Job Title

Director of Client Services
- Education Portfolio

The Director of Client Services
- Education reports to the Vice President. The Director supervises Operations Managers, and/or Facility Managers. Additionally, the Director works with business development, finance, human resources, safety, and other functional staff to help achieve his/her objectives.

• Oversees all activities of assigned region or market segment, and gives direction to its facilities management staff (Building maintenance, Janitorial, Office Services, Landscaping)
• Develops and presents Business Plan for the region or market segment, to include current and anticipated business, upselling of current business, specials, lost business, business trends, customer/market needs, along with related strategies.
• Overseas operations of accounts and employee/job productivity levels, being accountable for effective and efficient delivery of services.
• Administers and monitors compliance with all internal/external policies and procedures, and ensures ongoing employee compliance.
• Conducts on-site inspections and contract cost assessment for current and new business.
• Demonstrates excellent interpersonal skills, establishing and maintaining the respect and confidence of employees and customers, and communicating effectively with a variety of professionals and at all levels.
• Understands and utilizes key technology applications.

• Oversees and directs all customer advocacy activities in the Education segment and functions as a customer advocate , regularly calling on customers, assessing levels of customer satisfaction, formulating pro-active measures for ensuring improved customer service, and providing liaison services.
• Participates in sales activities related to current, prospective, and new customers, in conjunction with Business Development.
• Sources and pursues referrals for new and future business in conjunction with Business Development.
• Participates in the preparation/analysis for bid/re-bid proposals.
• Participates in market assessment, service industry analysis, sales targeting, and sales/upsell activities, in conjunction with Business Development.
• Develops contract proposals and makes related presentations on same in conjunction with Business Development.
• Participates in marketing activities, to include promoting C&W’S image and identity programs/events; acting as the spokesperson for C&W in its customer advocacy efforts; product and advertising activities; and the development of marketing intelligence in the community served.

• Manages the P&L of the Education segment, monitoring ongoing status and providing substantive corrective action as needed to maintain/increase targeted financial objectives.
• Utilizes the financial dashboard on a monthly basis.
• Prepares/evaluates monthly, quarterly, and annual budgets/budget reports, and presents/discusses same with senior management, providing strategies for any needed corrective actions, and follow-up reporting on results.
• Closely monitors receivables, achieving the accounts receivable target for the region.
• Prepares and provides short-term/long-term financial forecasting to senior management, outlining appropriate strategies for any corrective action.
• Reviews costing models prepared by engineering for potential new business.

• Screens, interviews and participates in the selection of Operations Managers, Area Managers, and Account Managers, working in conjunction with Human Resources.
• Ensures compliance with Federal, State, and Company guidelines concerning the hiring of non-exempt personnel in the region or market segment.
• Evaluates the work performance of all direct reports annually, and prepares a succession plan for the region or market segment.
• Establishes contingency plans in anticipation of new accounts, expanded geographic or market penetration, or the loss of current staff.
• Participates in the career development of employees, providing assessment, planning, and follow-up evaluation of staff, as well as participates in self-development courses/seminars/external programs.
• Keeps current with Union contracts and guidelines, and participates as needed in Union salary issues, grievances, layoffs, and other related matters.

• Oversees and implements Safety policy, procedures, and communications for all personnel in the Education segment, and monitors the same for impact/effectiveness.
• Provides active leadership in establishing and maintaining a culture of safety in the region, including adherence to company safety practices, establishment of safety review boards, and oversight of safety training.
• Monitors and evaluates all Workers Compensation activities within the region or market segment, working in conjunction with the corporate Director of S, H & E and Director of Risk Management.

• Performs special assignments as needed or as requested by the Vice President, Education.
• Executes such other responsibilities as determined by the Vice…