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Company Name : Ntiva, Inc.
Location : McLean, VA 22102
Position : Director of Client Experience
Job Description : Are you looking for limit-less career opportunities? Do you have a growth mindset, and like to take initiative? If yes, then Ntiva is the right place for you! At Ntiva, growing people (our employees, partners, and clients) is our mission. As one of the fastest-growing managed services companies in the country, our growth is fueled with a laser focus on building a powerhouse of tech talent, leveraging state-of-the-art technology platforms, and automating routine services where possible so that our people can be elevated to provide strategic advice.Headquartered in Northern Virginia, Ntiva was founded by Steven Freidkin in 2004. Today, we rank in the top 30 MSPs nationwide and operate out of many strategic locations across the United States, where we specialize in helping organizations solve their complex IT challenges, help with strategic direction, proactively manage IT infrastructure, and protect people, platforms, networks and data around the clock with our advanced security solutions.Job SummaryThe Director of Client Experience, will work with customer service, sales staff and operations to maintain a customer-centric attitude with a focus on activities that create lifetime clients. A highly motivated individual with the ability to communicate effectively with clients and lead an experienced Account Management team with a focus on proactive services.Summary of Location70% Remote / 30% in office or Client Sites in the Mid-Atlantic RegionResponsibilitiesProvide direction and mentorship for the regional account management team.Assists the account management team in retaining and growing the regional customer base.Is accountable for achieve 100% of account management teams monthly recurring revenue (MRR) & non-recurring revenue (NRR) sales metrics.Retain a minimum of 90% client retention in the region, measured by MRR, during the calendar year.Drives accountability for the quantity and quality of client strategy sessions that drive customer satisfaction and growth.Create and maintain client service team processes with a goal of standardizing all repeatable tasks within the team for optimal and efficient service delivery.Hire/Fire all account management staff members.Perform quarterly one on one check in meetings and yearly assessments with all account management staff to discuss progress on goals and to find out what is working and not working in the department/company.Provide training opportunities for account management staff to grow their technical and sales knowledge within the managed service industry.Form and maintain strong relationships with the sales, operations, legal and finance departments at Ntiva.Partner directly with the regional sales team to successfully onboard and integrate new clients.Respond to client escalations in a timely manner to quickly resolve client escalations.Work with the finance department to resolve any customer billing issues.Approve commission statements and expense reports for all account management team members.Develops retention strategies for clients at risk.Review and approve all management service contracts and project proposals presented by the account management team to the existing regional customer base.Approve discounts/credits for existing customer base. Larger discounts/credits may need general manager or executive approval.Work with Marketing to develop customer communication when appropriate, including list management for ongoing email communication.Partake in weekly regional leadership team meeting.Run weekly regional account management team meetings to measure team’s weekly performance, sales pipeline, and discuss any client, department, or company issues.Promote strong team dynamics by focusing on team members strengths.Required SkillsClient Service/People Oriented (understands human nature, manages difficult or emotional situations, responsive to client needs, honors commitments, motivated to build relationships, projects a positive attitude)Communication Superstar (engages others, appropriately sets expectations, actively listens to, and assesses requests, seeks information not freely provided, shares updates clearly and concisely, organizes details and moves information effectively, ability to translate technical language to non-technical language)Highly organized (able to manage large amounts of tasks for multiple clients and team members at once)Perseverance (serves clients and team with energy and drive, sees all actions to closure – especially in the face of resistance or setbacks, assertive without being aggressive, desires results)High Adaptability (coaches, assists, and motives others to advance common goals in a highly dynamic environment, multi-tasks with ease and knows when to single task for best results, prioritizes well)High Dependability (effectively executes multiple priorities simultaneously, strong time-management skills, demonstrates leadership through team-orientation)Conflict/Resolution Management (effectively manages conflict situations, can handle the pressure of escalated situations, and bring them to resolution, can keep calm in tense situations)Multi-tasking (can handle multiple situations from multiple clients at any given time, is well organized and can follow through on multiple items without conflating clients or issues)Preferred Experience / EducationMinimum 5 to 7 years of client services experience in the managed service or IT related fieldBachelor’s degree, preferredPrevious management experience, preferredFamiliarity with ConnectWise Manage, Automate, Sell and/or other professional service automation softwareProven track record of sales success in managed service or IT related fieldBenefits and PerksMedical, Dental and Vision coverage for employee and family401k + company-matched contributions 4% match on 5% contribution – Employee and Company contribute after 90 days – no vesting period!)Group Term Life and Accidental Death and Dismemberment coverage (company provided)Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)Health Savings Account (HSA) Options / PPO OptionsPaid Personal Time Off (PTO) + 2 Floating HolidaysBonus plansTuition Reimbursement ProgramEmployee Assistance ProgramGenerous Employee Referral Program – the more you refer the more you earn!Dynamic Recognition and RewardsWork with Industry-Leading TalentClear Promotion and Advancement TracksNtiva provides equal employment opportunity (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, handicap, disability, status as a veteran, or any other legally protected status. Ntiva complies with all applicable laws governing nondiscrimination in employment.Job Type: Full-timePay: From $135,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programFlexible scheduleHealth insuranceHealth savings accountLife insurancePaid time offVision insuranceSchedule:Monday to FridaySupplemental Pay:Bonus payCommission payApplication Question(s):How many years of sales experience do you have?Experience:Management: 1 year (Preferred)Client Risk Mitigation: 1 year (Preferred)Work Location: One location
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