Director, Customer Success -- Remote
Jacksonville, FL 
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Posted 6 days ago
Job Description
Director, Customer Success -- Remote
Location US-Remote Location within the US, with Regular Travel
Category Adecco General Staffing
Overview

SUMMARY:

The Director of Customer Success is responsible for the management, development and implementation of approved strategic account plans to expand sales to customer's full market share potential and is responsible for negotiating contracts for assigned accounts. Manages and oversees the administration of national account contracts, tracks sales and related budgets to increase existing accounts sales and EVA/profitability. Ensures account EVA/profitability and growth through focused management. Designs marketing materials, approves/conducts sales presentations and develops programs to increase customer satisfaction/retention and loyalty. Works under limited direction.

Responsibilities

ESSENTIAL DUTIES & RESPONSIBILITIES:

    Through innovation and customer centricity, help create game changing strategy with primary responsibility to strengthen and grow customer relationships.
  • Works horizontally and vertically across the Adecco Group to provide value to customer portfolio.
  • Works collaboratively across the ecosystem with brand partners to elevate service offerings.
  • Develops high level strategic account plan in Salesforce.com (SFDC), executes and implements marketing and service programs to ensure accounts sales growth and EVA/profitability.
  • Ensures regular and timely documentation of account plans, sales activities, opportunity tracking, and account escalations in Adecco's SFDC tool.
  • For assigned accounts, forecasts and sets short term and long-term budget, sales, revenue and account level profitability to ensure that all objectives will be reached.
  • Coordinates internally with field and corporate teams to pursue opportunities within assigned accounts, collaborating to consider financial impact including cost, pricing, risk, and benefits.
  • Drives Adecco's Executive Sponsorship Program within designated accounts. Reviews account plans with Executive Sponsor (ES), and keeps ES informed of significant customer events and escalations. Coordinates meetings between appropriate level customer contacts with ES. Prepares ES for meetings with customer(s).
  • Meets and exceeds Key Performance Indicators (KPIs) as well as Adecco goals, including account retention, customer satisfaction/loyalty, revenue growth, profitability, forecast accuracy.
  • For assigned accounts, identifies account development and value creation opportunities through collaborative customer engagement techniques.
  • Oversees the contract amendment, extension and implementation process, working closely with the Customer Success Manager.
  • Leads RFPs, RFQs, RFIs and re-bids with assigned accounts. Negotiates price increases for account portfolio, as required.
  • For assigned accounts, responsible for driving the strategy and creation of major sales presentations and business reviews. Acts as leader for meeting preparation and execution
  • Together, with the Customer Success Manager and field partners, collaboratively identify customer opportunities, issues and solutions to increase customer penetration and satisfaction
  • Participates in special projects and performs other duties as assigned
Qualifications

MINIMUM EDUCATION & EXPERIENCE REQUIREMENTS:

  • Bachelor's degree in sales, marketing, business or a related field with a minimum of five (5) years of large enterprise sales and/or account management
  • Proven track record of sales development within assigned accounts/territory
  • Willingness and ability to travel also required

KNOWLEDGE, SKILLS & ABILITIES REQUIREMENTS:

  • Skilled in communicating effectively verbally and in writing
  • Demonstrated knowledge of contract administration requirements and negotiation tactics
  • Demonstrated knowledge of national accounts sales/service requirements, marketing presentation techniques and RFP generation
  • Ability to effectively influence others at various levels within the organization
  • Ability to act accordingly under strong pressure, along with the ability to effectively manage crisis situations
  • Ability to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense
  • Ability to work collaboratively with colleagues and staff to create a results-driven, team-oriented environment
  • Ability to remain highly self-motivated and ambitious in achieving sales goals
  • Ability to multi-task, prioritize and manage time effectively
  • Knowledge of and the ability to effectively utilize customer relationship management (CRM) and sales related tools, such as Salesforce
  • Proficient with Microsoft Office products, including Word, Excel, PowerPoint and Outlook

COMPANY OVERVIEW:

Adecco Group North America, through an impressive portfolio of staffing industry leading brands including Accounting Principals, Adecco General Staffing, Adia, Ajilon, Entegee, Lee Hecht Harrison, Modis, Paladin, Parker+Lynch, Pontoon, and Special Counsel is the world's leading provider of Human Resources solutions.

We are the workforce experts delivering staffing and career service solutions to organizations and individuals across all industries. Collectively we harness the power of some of the greatest talent in the world. That talent and expertise allows us to do business globally and act locally with deep knowledge in niche areas.

Every day, we have more than 100,000 associates on assignment, 30,000 colleagues working internally to support more than 10,000 clients in the United States and Canada. Ensuring our business units are prepared to deliver outstanding service to our associates and clients, the Adecco Group North America team provides a strong infrastructure through our corporate and shared services teams.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

The Company will consider for employment qualified applicants with arrest and conviction records.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
Open
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