Director of Business Services

POSITION SUMMARY

The Director, Business Services is a key member of the Customer Success leadership team and is responsible for customer retention and satisfaction within the Convergence client base through strategic engagement and account management. This role oversees the North American team of Account Managers, ensuring proper account planning and management takes place. This position works with Strategic Services, Professional Services, and Managed Services to ensure customer needs are fulfilled, issues escalated, and regular cadence of QBRs completed. The Director, Business Services will also be responsible for cross selling and upselling customers, identifying opportunities to deliver on evolving customer needs and drive broader engagement within the customer base.

WHAT DOES OUR DIRECTOR, BUSINESS SERVICES, DO?

Accountable for customer retention, you will focus on driving customer engagement, develop and execute on account plans, and look for opportunities to cross-sell services. Responsibilities include:

• Customer Engagement:
  • Execute on customer engagement plans, including QBRs
  • Work closely with Strategic Services to align efforts and develop cohesive customer roadmaps
  • Work with Professional Services to ensure projects are scoped and delivered to the customer’s satisfaction
  • Work closely with Business Services to identify client opportunities and challenges to overcome
• Team Leadership:
  • Develop your team of account managers and customer success managers
  • Attend customer meetings to provide leadership support to your team members
  • Establish and evolve KPIs for your team to ensure the team has the right focus and adheres to standards for customer engagement
• Monitor industry trends and stay up-to-date on new technologies and techniques
• Own customer retention and customer satisfaction metrics
• Engage on customer retention efforts, drive change in the business where needed
• Own customer issue escalations when appropriate
• Report on customer satisfaction, churn, and profitability

WHAT SKILLS DO I NEED TO BE SUCCESSFUL?

• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
• Excellent communication (written and oral) skills and an ability to effectively communicate with C-level executives, partners, customers and peers
• Knowledge of sales techniques and strategies
• Strong problem-solving and decision-making skills
• Ability to prioritize and manage multiple tasks and projects
• Flexibility and adaptability to change

WHAT ARE THE QUALIFICATIONS I NEED TO HAVE?

• 10+ years experience in Customer Success and/or Account Management at a leadership level, supporting multiple accounts for large organizations
• Demonstrated experience with strategically growing complex client accounts
• Experience working with product and sales teams to develop strategies to drive retention, renewals, upsells, and client satisfaction
• Experience interacting with C-level executives
• Knowledge of the Managed Services Provider industry a strong asset

WHAT IS THE WORK ENVIRONMENT LIKE?

• This position requires standing, walking, sitting, using hands, seeing, reaching, talking, and hearing. May need to occasionally lift and/or move up to 25 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Some after-hours work will be required. Work likely can be completed remotely, but hybrid is preferred.
• Up-to 20% Travel will be required to meet with your team members across North America and meet with key customers

HOW OFTEN WILL I GET FORMAL FEEDBACK ON HOW WELL I’M DOING?

• Annual performance reviews with quarterly conversations to review progress and stay interviews.
• Performance review goals will be established between you and your team leader.

WHY SHOULD YOU WORK HERE?

• Great and inclusive corporate culture. We have worked very hard to create a culture of unity, transparency, and trust. Our leadership team wants you to be successful at Convergence, and we will do anything we can to support your personal and professional growth.
• Compensation based upon what you bring to the table.
• Group health benefits plans, including a retirement plan.
• Flexible schedule to fit your family’s needs.
• Outstanding teammates. We’re very selective to make sure we have the best staff available for you to work alongside!
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as well).

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process.