The Branch Vice President of Client Success serves as a performance-driven leader and mentor to their direct reports, as well as team members throughout the branch. This role functions as an operations liaison, a client and industry ambassador for Associa and serves to drive positive relationships for all clients.
The VPCS is focused on ensuring all clients receive superior service from Associa. He or she will monitor and analyze multiple sources of client feedback, both objective and subjective, to identify issues and trends and will assist all levels as needed to ensure clients are satisfied and retained.
This position reports directly to the Branch President and requires a balance of customer service, communication, business analysis and emotional intelligence skills. He or she must be highly experienced in community management, self-initiating and possess the skill to diffuse conflict, deploy resources and find solutions that result in loyalty, long-term relationships and growth for the branch.
Collect objective and subjective client feedback with systematic method
Solicit, review, analysis and act on client feedback, via all sources, with appropriate branch level leaders and executive team members to help drive continuous improvement and implement process enhancements
Data sources include Work Points, Business/Market Intelligence, Power Bi Survey results, Ask Nicely Survey results, Google, Strong Room, C3, CAM Dashboard, Client Deliverables, CCTRs, client contracts, Board Meetings, vendor sources, Town Square, and Client Feedback survey
Proactively communicates and works with high-value clients to ensure satisfaction
Work with leadership team to respond to client feedback, actions and follow-up
Initiate, execute and follow up on SRP (Service Recovery Plan), informing and actioning with BP, VP, Directors and other appropriate team members.
Serve as POC to manage all BBB escalations and resolution from initiation to close out
Serve as leadership POC on initial escalation from Boards or Owners informing and actioning with BP, VP, Directors and other appropriate team members to secure positive client resolution.
Initiate Board of Director Check Ins for proactive client relationship and inform and action with BP, VP, Directors and other appropriate team members any required actions to ensure client satisfaction.
Prepare Weekly Summary Report containing relevant data and information covering: SRP Process accounts, Upcoming actions, Acct loss themes, Client Escalation/Review Tracker (+/- Week over Week). This report will be provided to the BP and VP by COB on Thursday
Implement and manage the Franklin Covey “Leading Customer Loyalty Program”, to align with the purpose and objectives of Associa’ s 5-star Customer Service Model.
· Baseline data points including Employee Pulse Rating, Employee Turnover, CAM Turnover, Client Rating, % Positive and % Negative scores will be measured and charted against through the course of the program to determine help measure program impact.
Monthly meeting between Directors of Community Managers and Homeowner Service manager to ensure alignment of departments and operating processes aligned to customer feedback.
Business Development and Client Forums and workshops
o Partner with Lifestyle Director to plan and execute annual client Forum
o Contributes to the Branch forum and workshop plan and oversees successful execution of minimum 6 webinars or workshops per year
o Able to engage new or past client(s) sales – on advisory through BP or RVP
o Partner with Regional Sales Director to drive new business activities for assigned market
o Attendance at all required sales meetings
Identifies/coordinates/actions Operational Functions, Business Metrics and Conducts Analysis
o CCTR Monthly reporting analysis
· Identify trends
· Identify movement (escalations, deliverable concerns, CAM turnover)
· Identify and action next steps for clients scored as ‘1’ or ‘2’
· Present at leadership meeting, along with action items and assignments
o Manage the client loss process; Board outreach and follow up, notification of termination, Salesforce input, and conduct autopsy.
o Partner with Ops/HR for new team on-boarding to train new hires on Client TLC tools and touches.
o Partner with Accounting to ensure financial deliverables are on time and accurate for all high touch financial clients.
o Establish and maintain on-site client and GM touch points and engagement program.
o Partner with HR of on-site team member touch points
o Partner with Director of Lifestyle of on-site team member touch points
o Conduct quarterly On-Site GM Round Table Forum on an established cadence
o Establish and maintain recurring Board Boot Camp program
o Establish and Implement Board Training Series for both existing and prospective clients
o Create and maintain Board communication e-zine or ABC campaign and content
o Manage the Reputation.com, Google, Yelp and Branch reputation platforms and tracking
Contracts / Renewals
Work in partnership on client contracts with CAM and Director to secure renewals, and with BP on rates and terms.
Work in partnership with Sales on existing clients RFPs for successful renewals
Work in partnership with Sales and with the BP on new client acquisition presentations
Implement and manage a branch program for On-Boarding New Clients to ensure positive experience
Participate in client communications during transitions for potential retention/escalations items
Implement and manage branch Key Result Area’s (KRAs) contract program
Provides updates on industry standards, requirements, rules and regulations to Regional Sales Director, VP, and SVP.
Focuses on signing new accounts, developing key relationships within respective markets, selling Associa Services to new clients in a goal established environment.
Drive and record business development efforts and sales pipeline progression in a CRM (SalesForce.com)
Maintains, cultivates, and develops existing and potential clients through retention and marketing procedures, including participating in the transition in process, as structured by the Branch President.
Carry out market research on prospective growth areas, competitive markets and industry trends.
Identifies, cultivates, manages and tracks new opportunities, responds to and follows up on potential client inquiries using appropriate methods.
Analyzes the effectiveness of existing markets, vendor referrals and critical tools.
Reviews advertising sources to maximize branding and messaging. Monitors budgeting of marketing expenses.
Develops business plan to achieve growth goals by identifying, advancing and closing deals by working with their respective office to set “road map” for growth within their market, including target market| vendor relationships| education programs | local tradeshows| advertisements/grassroots efforts| local government relations.
Drives and supports various activities, such as, cross-marketing, community events, vendor relationships, services and social media.
Oversees the preparation and routing of all sales contracts for the office through contract management in Salesforce.
Leads the effort to target new accounts and ensure the stated contractual objectives are met and share the same with staff upon start of contract.
Ensures that the Salesforce is updated and current and that all key customer information, leads and target accounts are stored and managed.
Analyzes the success of lead generation efforts and set aggressive account development goals.
Executes and educate office on national and local sales promotions or contests.
Attends sales and marketing training workshops, and industry related functions where applicable.
Success Measurements Year One
· 50% reduction in lost client’s YoY
· Positive Survey Results in Platforms as mentioned above
· Improvement in CCTR scores to maximum of 25%-30% of clients on 1 and 2 rating
· Reduction in number of clients on SRPs to maximum of 25%
· 6 Client Training Events with 50 or more Board members in attendance
Job Type: Full-time
Pay: $95,000.00 – $110,000.00 per year
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