Careers
Client On-boarding Director
Opportunity: CD7721 - Permanent
ShareThisThinData is seeking a very personable experienced professional to work with internal divisions and external top tier client signees specifically at the Enterprise level under the direction of the VP of Account Management Ben McAlister. As the Client On-boarding Director, you will consult on and lead the implementation and integration of complex client eMarketing solutions as a component of the clients opening engagement with the ThinData/Transcontinental organization. You will develop strategies and processes to enable both ThinData technical groups and the client’s designated team to seamlessly and efficiently construct product connections and account structure allowing their programs to begin executing in a timely manner. This role will require you to help create/establish strong client relationships by maintaining and fostering open lines of communication and easing the overall integration process for both groups. Working closely with the ThinData Client Services Groups (Business Development, Project Management, Account Management), you will identify client revenue opportunities in an analytic capacity and provide the strategic solutions to address these opportunities as required. During client on-boarding engagements you will foster trust and loyalty because you are pro-active and open and accountable.
Responsibilities:
- Enhance principal Business Development client relationships
- Consult on overall integration strategy for prospective or newly acquired Business development clients.
- Supervise the processes and departments/teams responsible for the execution of the clients’ integration to ThinData platforms during their initial engagement.
- Proactively recognize and pursue program-building opportunities and recommend solutions/strategies to increase the clients business during the discovery and planning stages.
- Contract, proposal and quoting support/review for Business Development initiatives during program negotiations.
- Achieve high client satisfaction levels by building/maintaining a strong client rapport as well as providing value throughout the engagement.
- Stakeholder communications: Provide senior level oversight in Client Discovery/ Status Meetings, Produce Internal Executive Status Reports
- Product Knowledge (Email, Data services, Hosting, Complimentary Product Suites ex. Online Catalogue, Digital Print)
- Improve onboarding/integration best practices through research, continuous learning and review of industry trends
- Ensure client transition and knowledge share to permanent Client Services Account Team is seamless and timely.
- Create department plans, processes and actionable targets
- Develop and mentor new employees in their abilities to perform onboarding department functions providing them with a more broad and enhanced skill set
- Develop and monitor department budgets
- Liaise with Finance and Business Development to provide timely information for billing and Invoicing
- Time and Resource Tracking per Contractual Commitment
- Capabilities Demonstration
- Anticipate and resolve client problems/issues as related to onboarding process
- Escalation management => Point of escalation for Client Onboarding Group when VP of Account Management is not available
Qualifications and Experience:
- Bachelor’s degree in Business Administration, Computer Science or IT Management, MBA preferred
- 7+ years progressive experience in client management, ideally in email marketing, project management and/or consulting
- Demonstrated ability to define and construct value-added solutions and launch client programs with efficiency, accurately, while maximizing profitability
- Proven ability to manage teams, providing coaching mentoring, training and personnel development.
- Strong analytical and planning abilities
- Ability to accurately evaluate information gathered from multiple sources and translate ideas and requirements into viable solutions for positioning to clients
- Thorough understanding of the onboarding/integration lifecycle
- Knowledge of email, program integration, client management best practices/methodologies
- Strong interpersonal and communications skills (both oral and written); excellent presentation skills
- Ability to lead/participate in program development meetings and analyze client requirements.
- Organizational agility, time and process management skills; ability to lead multiple projects simultaneously
- Ability to produce results from cross functional teams without direct supervision
- Strong negotiating and problem-solving skills
- Excellent customer relationship management skills
- Proven ability to ensure client satisfaction
- Occasional travel, as required