Virtual, Inc.
  • New York, NY, USA
  • Salary
  • Full Time

WANTED: A rock star leader who loves being part of a fast-paced and collaborative team.  Must be an expert juggler who thrives on developing strategy, confidently managing multiple projects and dedicated to nurturing team members and clients. If you're a dedicated leader who is excited about guiding international clients at the cutting edge of technology such as blockchain, IoT and fintech, this may be the right role for you! 

 

SUMMARY

As the Director, Client Services, you will take a leadership role in ensuring client satisfaction by directing the operations that support multiple clients and developing processes that serve internal staff, as well as assuming direct client management responsibilities.  

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Ongoing client relations:

  • Build trusted relationships with clients who are mainly within the technology space such as blockchain, IoT, and fintech. 
  • Develop and manage "best practice" process for interfacing with various clients, stressing the many to many approach and building check-ins with suggested approaches. Monitor these processes for all clients and client leads
  • Maintain regular reporting on Virtual services & activities and direct impact to organizational success
  • Ensure appropriate metrics, controls and procedures are in place to properly administer all products and services. Work with analytics team to develop process for capturing metrics and establishing tools for reporting, including membership reports (unified across client lines)
  • Establish process and schedule for annual scope reviews
  • Monitor client success meetings to ensure ongoing schedule

Management & team support:

  • Build trusted relationships with staff members
  • Provide management support across client lines for vacations, travel, out of office, or overflow needs
  • Maintain an appropriate professional and office organizational structure, foster a success-oriented, mutually respectful, accountable work environment

Project focused client work:

  • Drive client launch discussions to determine with new clients their operational overview, consult on business model decisions
  • As needed, Client program management responsibilities include: developing work plans, budgets and strategies; ensuring the delivery of membership programs and development in accordance with client strategic plans; managing client Board and committee meetings, tracking action items, setting agendas and facilitating discussion on a wide range of issues, often technical in nature
  • Guide client lead on launch process, establish best practice model in internal project management tool and in practice
  • Promote clients and act as spokesperson both internally and externally
  • Client project work, such as development of membership campaign, and others as needed

PMO, processes and platforms:

  • Create and apply standardized project management methodologies to program management, including program definition, planning, risk management, project control, and change management, to ensure a repeatable program delivery process. Identify and manage program dependencies and critical paths.
  • Collaborate with Client Services team to capture processes for membership activities, Board and committee support
  • Capture unified baseline data per client as a KPI for increased efficiency
  • Establish best practice processes to adopt as "go to" for new clients
  • Identify opportunities for customer service improvements, recommend and research new tools, further utilization of existing tools, and integration of all tools
  • Work with technology services to determine tools set criteria and explore options, support set up and implementation for new core membership services

Management analysis, education, training:

  • Manage resource allocation monitoring determination of best efficiencies; communication with staff and time reporting to check accuracy of targets on a monthly basis
  • Drive Virtual profitability review on a monthly basis, research detail as needed and raise with management team
  • Maintain policy & procedures resource library, help manage consistency in client approach
  • Provide education and training to Client Services staff as needed, develop baseline curriculum of needed association information such as work flow, standards, certification, committee and working group norms, etc.
  • Collaborate with departmental management team to determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
  • Partner with management team for pipeline development, monitoring, interviewing, hiring and training

 

SKILLS AND ABILITIES REQUIRED:

  • 10+ years' of Senior level Account, Project and/or Program Manager experience in High Tech/Consulting/Industry Association environment a must; experience in account management in a marketing or business role will be considered.
  • Experience working with industry associations in a leadership capacity 'either staff, committee or Board level; Certified Association Executive (CAE) preferred
  • Experience working in a professional services organization;
  • Bachelor's degree required, Master's degree preferred;
  • Outstanding written & verbal communications skills;
  • Experience working with global constituency;
  • Expertise in MS Office Suite with strong proficiency in web & database management;
  • High level of creativity and "rolled up sleeves" working style;
  • Detail-oriented, with effective organizational skills, including strong time-management, the ability to manage multiple tasks and deadlines simultaneously in a fast-paced, deadline-driven environment;
  • Must be a self-starter, with the ability to work independently with limited supervision, work well under pressure and have solid problem-solving skills;
  • Willingness and ability to travel is required, up to 50% (one week per month at the Wakefield office; client travel includes international and domestic; valid passport required).
  • Location preference is New York

 

PERKS:

If a competitive salary isn't enough, we also offer a range of perks that have continued to put us among the best places to work.

  • Comprehensive benefits including health, dental, life insurance, disability insurance and 401-K options
  • Unlimited vacation and paid time off policies that promote a work life balance
  • Paid holidays (and Festivus is our favorite)
  • Ongoing training, learning stipends, tuition assistance and opportunities for career development
  • Company sponsored volunteer opportunities
  • Buddy Program
  • Monthly fun outings and team building gatherings (kayaking, laser tag, happy hours and more)
  • Corporate culture that exemplifies our core values of Teamwork, Respect, Innovation, Empowerment, Service Excellence and FUN!

 

ABOUT VIRTUAL INC.

Have you ever wondered how your credit cards remain secure in this ever-changing world of hackers and fraud? Have you ever thought about how the technology behind games like Pokmon-GO came to be? How about the technology that makes it possible to use your fingerprint instead of a password? Or the initiatives behind the group of pioneers responsible for taking the internet to the most remote areas of the world? These are only a few examples of the innovative accomplishments we've helped our clients achieve.  Pretty cool stuff, huh?

We understand that no global movement starts with just one person and that's why our employees are really Virtual's most valuable asset and at the heart of our success. It takes an entire team to fulfill our mission of attaining long-term success by ensuring that every client that we serve achieves or exceeds its strategic objectives.

Virtual Inc. is an Equal Opportunity Employer.

Virtual, Inc.
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