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Company:
Reed Elsevier
Location:
Hartford, CT
Status:
Full Time, Employee
Job Category:
Marketing/Product
Career Level:
Executive (SVP, VP, Department Head, etc)
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Contact:
Reed Elsevier
Reference Code:
CHO0009I
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Director Client Services
The Director Client Services will oversee the Services Center staff and ensure clients receive appropriate technical, business and analytical support, and maintain a high level of customer satisfaction. Responsible for developing and implementing overall service strategy, and creating integrated client support teams. Oversee a broad range of services including business analysis, consultative requirements gathering, help desk support, service level management, customer service and strategic planning with clients. Work closely with the Sr. Director to set short and long term corporate goals. Accountable for ensuring consistent levels of service as defined by service standards.
Measure and monitor overall customer satisfaction and drive programs to assure continuous improvement. Provide customer-facing data to operations and product development to proactively initiate action on recurring customer issues.
- Evaluate results of overall service performance and systematically report results to Client Engagement Organization (CEO) leadership and other key stakeholders.
- Develop and execute support strategies for new products, product upgrades and software revisions.
- Identify opportunities to create new revenue-generating support and service offerings in collaboration with Product Development.
- Coordinate the preparation and assist in the implementation of short term and long term plans and forecasts in collaboration with the Sr. Director base on broad corporate goals and growth objectives.
- Ensures effective communication to Service Center organization of key sales goals, priorities and necessary support activities, as set by senior leadership.
- Reviews completed proposals and proposed service level agreements for service integrity, quantification of risk, and strategic direction prior to presentation of customer.
- Assist the primary functional groups in developing efficiencies that enhance the customer experience.
• Responsible for overseeing client services expenses, staffing, and compensation to ensure administration within P& L goals and Insurity budget objectives.
• Demonstrates a thought leadership role both inside and outside the company by attending conferences and other business-related functions in order to promote the image
and objectives of the organization.Responsible for all team personnel functions to include hiring, annual performance reviews, disciplinary action as required by company policy.
Knowledge, Skills and Experience:
Education
Required Minimum Level:
Specific Degree Area/Discipline Required:
Preferred Level:
Specific Degree Area/Discipline Preferred:
Years of Job Related Experience required to perform this job:
Required:
Preferred:
Specific Experience or Training
Required: Customer relations, service level management, insurance
Preferred:
Specific Skills:
Required:
Consistently works with abstract ideas or situations across functional areas of the business. Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and directions for departments within organization. Requires in-depth knowledge of development strategies, practices.
• Excellent skills in influencing and negotiating with both executive decision makers internally as well as externally.
• Proven Excellence in Advocacy and Relationship building
Proven understanding of key business function germane to Insurity's (e.g.: Project management, sales, development, help desk, product development, account management)
Preferred:
Licensing/Certification/Govt Clearances
Required:
Preferred: INS, AIC or CPCU
LexisNexis is a leading global provider of business information solutions to professionals in a variety of areas, including: legal, corporate, government, law enforcement, tax, accounting, academic, and risk and compliance assessment. LexisNexis helps customers achieve their goals in more than 100 countries, across six continents, with over 18,000 employees. Regardless of your location, you'll work together with your colleagues as one team - a unified network of professionals who share a passion for solving problems, realizing results, and pushing the boundaries of what knowledge can do.
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