Director of Client Implementation and Support

At Asurint, we're building a leading information-based technology company in Cleveland, Ohio. Asurint is on a mission to help our customers succeed by bringing innovation, flexibility and personal ownership to background screening - all while addressing the changing regulatory landscape. We measure our efforts by the success our customers enjoy and the positive onboarding experience of their employees. We are succeeding because they succeed.

Summary

The Director of Client Implementation and Support is responsible for driving outstanding client experiences by developing a dynamic Client Services strategy that builds and supports the Asurint brand and reinforces the organization's image. This is accomplished through leading, expanding, engaging and mentoring the Client Support and Client Implementation teams, setting the strategy, prioritizing KPIs and NPS, and developing a world-class customer-obsessed team of experts supporting all accounts.

Responsibilities

• Adds value as key member of management by understanding the business, industry, clients and strategy; understanding organization's financial position and effectively, efficiently managing budget and resources.
• Monitors and analyzes business volume forecasts and relevant data, plans accordingly in areas of resources, productivity and costs.
• Hires, supervises, promotes inclusion, provides direction, coaches, trains, develops, and manages performance to organization's goals and expectations.
• Manages vendors, BPO partners and outside service providers effectively and efficiently; sets expectations and holds them accountable to agreed upon SLAs
• Leads by example by demonstrating personal accountability for high standards in all interactions with clients, with focus on superior service, revenue realization and growth.
• Communicates/collaborates with leaders across the organization to support and implement growth strategies and develop long-term partnership and revenue retention strategies.
• Establishes structure and processes to monitor new and existing client revenue realization and reduce client churn.
• Ensures new clients are launched within agreed upon start date; creates and/or partners to develop solutions for clients utilizing Asurint's technology infrastructure and applications.
• Works directly with clients to present information relevant to resolving client challenges or general inquiries and provides strategic solutions to company leaders regarding service failures and/or client concerns.
• Analyzes client activity to identify trends in service-related inquiries and improves communication/training to proactively reduce the number of inbound interactions.
• Handles complex and escalated client service issues.
• Establishes methodology to capture critical insights from new and existing clients regarding sales processes, implementation experience, client journeys, communication and overall support.
• Maintains and makes recommendations for departmental process improvements.
• Other duties as required.

Requirements

• Experience with operations or customer service management is required.
• Experience leading at the department level is preferred.
• Experience with technical applications and systems is required.
• Experience creating and analyzing reports is required.
• Experience with presentations and facilitation is required.
• Experience with research or investigating in a regulatory/compliance-driven environment is preferred.
• Experience with the legal/court system is preferred.
• Experience with background screening is preferred.
• Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Relevant business management systems such as general ledger, HRIS, CRM, etc. is preferred. Salesforce is preferred.
• Education: Education: Bachelor's degree in Business Administration or a related field is required. Master's degree is preferred.
• Certifications or licensure: Ohio driver's license and ability to maintain a driving record that is satisfactory to the company's liability insurance carrier is required.
• Years of relevant experience: 7 to 10 years is preferred.
• Years of experience supervising: 5 to 7 years is preferred.

Working Conditions

• The work environment involves everyday risks or discomforts that require normal safety precautions typical of offices, including the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.
• This position is performed remotely or in an office setting, although off-site meetings in various settings occur.
• In Asurint's office work environment, the noise level is usually quiet to moderate.
• In a remote setting, the employee is responsible for maintaining a safe and secure work environment, and for arranging the off-site workspace in an ergonomically sound manner. Work-related injuries incurred at the remote location during agreed upon working hours should be reported promptly. Such reports of injuries will be handled in the same manner as reports of injuries that occur inside the office.
• In a remote setting, the employee is required to ensure that all equipment and records that are the property of Asurint but have been relocated to the off-site workplace, are maintained in a safe and secure condition and are used only for business purposes. All records in the employee's possession must be available when requested, and never shared with any individual or entity outside of Asurint without approval.
• The schedule is generally normal business hours, although there is a requirement to perform work, attend meetings and events before or after normal workings hours, and occasionally on weekends and evenings.
• Ability to lift light objects (less than 20 pounds) and carry them short distances (20 feet or less)

Benefits

In exchange for your unique abilities, perspectives & teamwork, ASURINT offers an excellent benefit package which includes:

• Competitive salary
• 401K
• Medical/Dental & Vision effective first day of employment
• Paid Time Off & eight company paid holidays
• Learning and Development programs
• Short & Long-Term Disability
• Flexible Spending Accounts
• Business Casual Attire
• Employee Referral Bonus

*Asurint is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.