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Sr. Manager Client Services
Taylor Communications
Fort Worth, TX, United States
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Description
Position at Venture Solutions Inc.
As a Sr. Manager within Client Services, you will be leading a client services team of approximately 23 employees, which includes 4 direct reports. This leadership role leads is critical to our largest and fastest growing vertical – Mortgage and Financial Services. Key initiatives for 2018 and beyond include creating rapid business growth in partnership with our Sales and Technology teams, as well as driving operational effectiveness across Client Services in support of our commitment to be our clients first choice for their Critical Communication solutions.
Within the Client Services function, you will be responsible to lead our continued transformation from strong partner to advisor with our clients. You will drive organizational effectiveness through identifying continuous improvement opportunities in current workflow and processes. You will lead your team to consistently deliver measurable results regarding client satisfaction, year-over-year revenue growth, and other quality metrics.
Focus and Deliverables for First 12 Months
• Lead and manage a team of Account Directors and support employees to achieve monthly sales objectives and client satisfaction.
• Attract, develop and retain talent in order to build a highly effective team that provides value to our clients and organization.
• Facilitate client engagement by overseeing and leading a client services team as they manage and grow existing client accounts; establishing standards for addressing client issues and inquiries (e.g., billing, technical, renewal and retention of existing programs and services) in a professional manner.
• Obtain ongoing client feedback to assess performance against operations objectives.
• Develop and maintain a knowledge of related regulatory compliance; keep abreast of industry standards, methodologies, technologies and best practices; and collaborate with peers and management to continuously improve.
• Develop your team to identify and respond to potential growth opportunities by developing an understanding of client business needs and challenges; leveraging knowledge of Venture software and integrated solutions to identify and develop cross-sell/up-sell opportunities; working closely with a large delivery team to define appropriate solutions.
• Partner with sales to increase penetration and total sales for all opportunities.
• Lead and/or participate in organizational activities to meet or exceed company objectives.
Qualifications & Skills RequiredMinimum Qualifications:
Bachelor’s Degree in Client Services/Relationship Management, Business, Sales, Marketing, Finance, or related discipline; OR 4 years’ equivalent experience
• Working in the Financial Services Industry (e.g., Banking, Credit Union, and Mortgage).
Experience and Abilities
• 7-10 years of experience, including: Extensive industry and product knowledge – Mortgage, Financial and Loan Servicing, or related industries.
• Transformational leadership style and experience. Advanced client relationship management expertise.
• Process improvement and methodology driven organizational development.
• Demonstrated experience effectively communicating complex regulatory changes.
• Able to lead, enable and influence culture initiatives.
• Multi-disciplinary leadership and management skills.
• Consultative and/or solution sales experience. Troubleshooting and resolving complex customer issues. Listening and influencing business decisions.
• Meeting or exceeding key performance measurements. Collaborating across multi-disciplinary internal teams. Demonstrating excellent written and verbal communication.
• Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Utilizing Customer Relationship Management software (e.g., WorkFront, SAP, CRM).
Preferred Experience
• Working for a company providing software based solutions.
About Our Company
We offer an attractive compensation package, including a competitive base salary, and a competitive benefit package including health, dental & vision insurance, 401K plan, profit sharing, PTO (paid time off) and Holiday Pay.
Venture Solutions brings together the best in the digital communications industry. We are a growing company, specializing in critical communications focused on highly regulated industries. We drive innovation to create the world’s best digital customer communications experiences. We move at an astonishing pace, thanks to our remarkable team, who deliver cutting-edge solutions and services to our clients every day. If you share our passion for teamwork, our vision to revolutionize the industry and our goal to lead the future in highly regulated digital communications, come and join the Venture Solutions team!
The Venture Advantage includes our affiliation with Taylor Corporation, a family-owned business since 1975, one of the top-3 graphics communications companies in North America, with more than 80 subsidiaries, including Venture Solutions, and over 12,000 employees. Taylor Corp serves over half of the Fortune 500 companies, in addition to millions of small businesses and consumers.
At Venture, we strive to provide our employees with opportunities for personal growth, professional development and overall success. We are a team of ambitious and motivated professionals who seek to create tomorrow’s technologies, business processes and communications solutions for our clients.