Associate Director of Client Success

Associate Director – Client Strategy & Success

Our client is looking for a motivated, creative-thinking, problem-solver to work directly with company leadership to achieve company’s objective of rapid growth.

The Associate Director – Client Strategy & Success will be asked to perform a wide variety of tasks focused primarily on customer delivery and will be immediately responsible for the success of 70 client accounts with the expectation that their client portfolio will grow rapidly. Client delivery tasks will range from working directly with Fortune 500 executives supporting product implementation, conducting analyses, and preparing reports, and developing and conducting training programs.

• Client Strategy & Success:
  • Work directly with seniors housing executives to deliver excellent customer service.
  • Build and maintain relationships with seniors housing industry executives to build the brand and customer base.
  • Plan, organize, and conduct client meetings and training sessions via Microsoft Teams, Zoom, or similar.
  • Design, create, and rollout training collateral for new and existing product features.
  • Complete seniors housing market analyses and prepare deliverables for clients.
  • Analyze and mitigate risk factors for client engagement and retention.
  • Be the primary account manager for a defined book of client accounts and provide support, when needed, to the full suite of clients.
  • Work with the CCSO to implement sales campaigns, including renewals, with current clients.
  • Work with company leadership to develop and vet ideas for new functionality.
  • Gather feedback in real-time from clients, including product suggestions, needs, and wants and communicate the feedback to the Engineering Team.
  • Identify opportunities for up-sell or cross-sell to current clients.
• Operations:
  • Work with company executives to design company operations and internal systems and processes.
  • Develop and implement training sessions for various product-use-cases and create collateral for external/internal use.
• Data Collection & Analysis:
  • Create, implement, and maintain datasets and metrics for use in the company product suite and client platform.
  • Analyze seniors housing trends and create reports/content for clients and prospects.
• Product Development & Process Improvement:
  • Collaborate with and support the Engineering Team in creating, testing, and implementing new features and products to clients and act as a client advocate to internal stakeholders.
  • Collaborate with the Delivery Team and Engineering Team to identify, develop, test, and implement ideas for new functionality. Create implementation action plans and assist in their tactical execution.
  • Review existing company operations and internal systems and processes to identify opportunities for improvement. Provide recommendations to leadership on findings.

• Passion for helping others, both clients and colleagues.
• Strong verbal communication skills.
• Superb written communication skills. Demonstrated ability to communicate complex concepts succinctly, yet informatively.
• Strong analytical mindset. Adept at problem solving. Able to communicate solution in layman’s terms.
• Organized, detail-oriented, adaptable, and flexible.
• Enthusiastic team player with a curiosity to learn.
• Comfortable working on cross-functional teams.
• Demonstrated leader, driven to take ownership of a project and deliver results.
• Comfortable working with the leadership of large corporations on a regular basis.

• Professional experience in supporting or managing B2B Clients or Vendors.
• Knowledge of the seniors housing industry, specifically real estate investment knowledge and/or operational knowledge, strongly preferred, but not required.
• Advanced knowledge of Microsoft Excel, including ability to create and maintain dynamic reports and templates, utilize dynamic named ranges, and lookups.
• Bachelor’s Degree or equivalent experience in professional setting.
• Up to 2 years’ experience in a B2B client facing role; 3 + years preferred.
• Finance background a plus.