Client Services Director

Your Leadership.

Our Power.

Unlimited Potential.

Taylor Corporation has big plans for the future and we need talented leaders to get us there. We power the world’s leading brands ? and our employees’ careers ? by unlocking potential everywhere we see it. If you love to lead, are open to new ideas and inspire the best in others, we should talk. We’re passionate about our work, we believe there is always a better way, and we’re looking for professionals like you.

Want to be part of something powerful? It’s time to look at Taylor.

Your Opportunity: As a Director of Client Services at Venture Solutions, you will be leading a client services department of approximately 90+ employees, which includes direct reports. This division provides regulatory digital communication products and services to Fortune 500 companies, primarily in the financial, mortgage and insurance industries.

You will be responsible to lead our continued transformation from strong partner to an advisor with our clients. You will drive organizational e?ectiveness through identifying continuous improvement opportunities in current work?ow and processes. You will lead your team to consistently deliver measurable results regarding client satisfaction, supporting year-over-year revenue & profit growth, and other performance metrics – plus have some fun working in a positive and dynamic work culture, leading an incredible team.

Focus and Deliverables:

• Direct all operation activities within Client Services including hiring, training, scheduling oversight and improvement of key performance indicators, leadership and execution of retention activities and associate development and mentoring.
• Provide strategic planning for Client Services, create buy-in among the staff, skills implementing process and system improvements. Serve as a liaison between senior leadership and the client services team to cascade organizational strategies, retention and performance goals to all of the client services team members.
• Create and manage best practices and methodologies for successful Client Service engagements throughout the customer life-cycle.
• Drive delivery and success of services across customers to document, demonstrate and increase customer satisfaction.
• Develop, document and implement policies and procedures pertinent to the effective and efficient operation of the Client Service Department.
• Monitor programs and procedures to ensure on-time delivery and customer satisfaction.
• Oversees customer issues and ensure effective and long-term problem resolution.
• Design a cross functional formal escalation process and policy to communicate to customers and rapidly respond to customer needs.
• Set performance standards to meet service goals of company.
• Ensure that staff is sufficiently trained and managed to accomplish shared goals.
• Establish training programs to achieve consistent process and performance standards across all contact centers.
• Interfaces regularly with key customers, sales and account management staff.
• Build a team environment through regular employee incentive and recognition programs and activities to drive results.
• Coach and develop all team members on quality of service being delivered via phone and email using Quality Monitoring program.
• Achieve and drive to exceed all revenue and performance growth targets.
• Measure Customer Service Representatives’ performance and makes employment decisions.
• Generate constructive feedback to the leadership team regarding service failures or customer concerns.
• Provide feedback to operations and technology teams to ensure all customers have accurate and timely information on order status and/or changes.
• Champion innovative and market-leading products and services.
• Collaborate with cross-functional teams to develop specific short and long-term account plans that both meet the needs of business unit leads and optimize revenue and retention opportunities.
• Perform other related duties as assigned.

Experience and Abilities:

• 7+ years of experience, including: extensive industry and product knowledge – insurance and financial, or related industries.
• Transformational leadership style and experience.
• Advanced client relationship management expertise.
• Expert process improvement and methodology driven organizational development.
• Able to lead, enable and influence culture initiatives.
• Multi-disciplinary leadership and management skills.
• Experienced revenue growth leader.
• Consultative and/or solution sales experience.
• Troubleshooting and resolving complex customer issues. Listening and in?uencing business decisions.
• Accomplished at meeting or exceeding key performance measurements.
• Expert at collaborating across multi-disciplinary internal teams.
• Demonstrated excellent written and verbal communication.
• Advanced usage of Microsoft O?ce Suite (Word, Excel, PowerPoint, and Outlook).
• Skilled in Customer Relationship Management software (e.g., WorkFront, SAP, CRM).
• Experienced at managing large virtual teams.
• Proven leadership in planning, organizing and managing a wide-geographic client service team in a comparable B2B environment.
• Passion for technology solutions and innovation.
• Demonstrated sales expansion and development experience.
• Exceptional execution skills and the ability to think big.
• Travel will be required long term, up to 20%.

Preferred Experience:

• Experience working in digital communications, especially in technology software solutions related to secure/customer communications or financial industries.
• Demonstrated Working for a company providing software based solutions and customer communications.
• Bachelor’s Degree in Client Services/Relationship Management, Business, Sales, Marketing, Finance, or related discipline.

Here is how we are going to keep you safe in the workplace:

Our focus continues to be on our employees and their wellbeing, and we have taken steps to ensure your safety in all our facilities. The following are workplace safety guidelines in each of our Taylor locations:

• Work from home in accordance with CDC and state guidelines
• Masks are provided and required in all our facilities
• Employees will maintain at least 6 feet of distance whenever possible
• We have hand sanitizer and soap & water readily available
• Increased cleaning and disinfection of high traffic areas
• Communication & Action Plans if one of our employees shows symptoms or tests positive for COVID-19

About Taylor Corporation

One of the top five graphics communications companies in North America, Taylor’s family of companies provide a diverse set of products, services and technologies addressing the toughest communication challenges. For 45 years, Taylor has been a premier provider of powerful and innovative products, services and expertise for individuals, businesses and distributors large and small. Our 12,000+ employees spanning more than 25 states and nine countries work diligently to create the interactive, printing and marketing solutions that have helped build some of the world’s more recognizable brands. Everything we do begins with identifying the unique priorities and needs of our customers and creating one-of-a-kind solutions. We offer a full range of benefits to power our employees’ potential including: health, dental, vision and life insurance; a 401(k) plan; paid time off (PTO) and holiday pay, and more.

Venture Solutions is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.