• Sr. Director of Customer Engagement

    Job Locations US-CO-Denver
    Req No.
    2018-1589
    Type
    Regular Full-Time
  • Overview

    We’re proud to be one of Built In Colorado’s top digital tech companies. At FWI, our culture is important to us. We are a diverse team of talented, passionate people who want to make a difference, but don’t take ourselves too seriously. If our core values speak to you, we want to meet you:

    • Bring your best self
    • See it
    • Own it
    • Crush it
    • Be Gracious

    Four Winds Interactive (FWI) seeks a Sr. Director Customer Engagement to lead the Customer Success, Upgrade, Onboarding and VCM teams throughout the entire customer lifecycle. The role of the FWI Sr. Director Customer Engagement is to oversee large strategic client engagements and ongoing operations – working with both the client and internal stakeholders to strategize, develop, onboard, upgrade, deliver and manage client engagements that align with the client’s vision for visual communications.

     

    The Sr. Director Customer Engagement works in tandem with sales, delivery, operations, product, software development, finance and accounting partners and is accountable for optimizing client satisfaction and profitable growth for all accounts under their control.

    This role is accountable for delivering and managing to the client roadmap as well as directing a large team of engagement professionals, technical resources, customer service professionals and visual communications managers. Identifying, articulating and mitigating risk across financial, resources, security and technical perspectives is paramount to success in this role. A trusted client partner that is accountable to the client success as well as identifying future opportunities.

     

    This role reports to the VP of Technical & Customer Operations and will be interacting directly with customers, FWI executives and leaders of other departments. This role has significant impact on the client’s revenue generation and the customer experience with FWI and directly affects client retention.  This role requires service management, delivery, operations management expertise, technology savvy, time management skills, exceptional attention to detail, teamwork, and excellent customer service and relationship management.

     

    All applicants must be authorized to work in the United States.

    Responsibilities

    • Develops, plans, oversees, and actively manages multiple customer engagements at any given time
    • Successfully onboard and continually improve the customer onboarding process
    • Acts as primary point of contact for all named and pooled accounts as well as coordinating with the sales account executives, delivery teams and operations teams.
    • Responsible for creating and developing relationships with clients 
    • Deep passion for satisfying customer needs and achieving high user and business partner satisfaction, influencing decisions for the right solutions and balancing priorities across customer, business and technical needs
    • Oversees the management of project resources, budget, and people
    • dentifies and manages all dependencies in projects and ongoing operations aspects of the client overall
    • Identifies and manages risk; executes risk mitigation tactics and implements risk avoidance strategic planning
    • Identifies, manages, reports on, and resolves escalated issues 
    • Evaluates project and program performance, and communicates progress with senior leadership, relevant managers, and client representatives as appropriate
    • Consistently applies program management methodologies and project life cycle standards and best practices
    • Identifies and implements program improvements, enhancements, and best practices for internal and external engagement efforts
    • Seeks opportunities to deliver innovative solutions to the program and client
    • Ensures timely delivery of all projects in program, and real-time reporting
    • Conducts stakeholder feedback sessions through calls and onsite visits as needed
    • Creates and delivers innovative solutions to expand the reach of the program services, software delivery or hardware solution set for the customer
    • Product Delivery and Operations
      • Defines the delivery process for product offerings, as a repeatable effort
      • Coordinates with Product Team on enhancements and adjustments needed to the product suite
      • Assists in defining a portfolio of products that are repeatable and competitive in the market space
      • Assist in resource definition for forecasted product uptake by customers
      • Provides input into market pricing strategy for products via level of effort measurements from services organization
      • Escalates product issues to product group for revisions and adjustments as needed
      • Performs post product delivery lesson learned sessions to refine future product offerings and deliveries
      • Implements operational best practice methodology
      • Operates all services above Service Level Agreements
      • Escalation point for all named and pooled accounts
      • Applies continual improvement processes to increase client satisfaction and efficiency gains
    • Partnership with Sales:
      • Advises on Statements of Work, RFPs, RFIs, as requested
      • Participates in requirements gathering and scoping sessions as and when appropriate
      • Defines engagement processes
      • Acts as a key internal advisor on current and future project feasibility and execution
      • Participates in and supports the sales process and approaches
      • Participates in and supports the implementation process and approaches
      • Builds engagement management playbook, in tandem with sales, sales operations, sales engineering, professional services, implementation, operations and technical teams.

    Qualifications

    • Advanced knowledge of project and operations management methodologies and techniques with the ability to create a framework for clients that fulfills their needs
    • Excellent written and verbal communication skills.
    • Excellent internal and external client relationship management skills and experience
    • Excellent attention to detail and strong detail-orientation
    • Strong ability to work in a rapidly-changing, matrixed environment
    • Excellent follow-up and follow-through skills
    • Independent, proactive approach coupled with openness to feedback and direction
    • Excellent organization skills
    • Strong comfort navigating in a sales environment
    • Strong skills in Microsoft Project, MS Office Suite, and Salesforce.com.
    • Technological savvy required across hardware, network, software and user experience disciplines
    • Innovation and creative thought required
    • Continuous improvement knowledge preferred
    • Travels— 20-30%. This role does involve meeting with customers

    Education

    • B.A. or B.S. required or equivalent experience required
    • 12+ years of successful client facing project and operations management experience, with increasing complexity, scale, and accountability
    • Demonstrated experience managing and growing a portfolio of accounts valued at over $1 million per annum required, >$5 million per annum preferred
    • Experience delivering customer engagement that have been architected from pilot to full rollout, via expansions, evolutions and upgrades
    • Successful experience leading delivery of solutions across multiple teams and complex integrated ecosystems and dependencies, comprising an end-to-end solution
    • Successful experience leading an operations focused team to deliver 24/7 mission critical services with stringent Service Level Agreements
    • Master’s Degree and/or PMP preferred 
    • Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

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