Director of Client Operations

Make a difference. Be happy. Grow your career.
The Director of Client Operations (DCO) manages support functions essential to Nordic's sales team productivity across or within the core pillars of Performance, Production, and Communications. The DCO is responsible for overall productivity of the Nordic Client Team and ongoing process improvement.

Key Responsibilities

The Director of Client Operations will be responsible for, but not limited to:

Leadership

• Demonstrate Nordic's maxims with enthusiasm, optimism, and courage
• Collaborate with Client Partnerships and business line leadership on departmental strategies and business operations
• Directly managing, mentoring, and developing a team of direct reports focused on prospecting, lead generation and inside sales activities, with an emphasis on creating a team and culture that is empowered and motivated to execute, as needed
• Making decisions quickly and decisively, often with limited information
• Fostering a team-oriented culture rooted in respect, high ethics and integrity, camaraderie, collaboration, and effective communication
• Effectively getting work done by creating a team and culture of empowerment
• Collaborating with the sales teams across the Nordic global companies to enable all Nordic departments and functions work together to ensure we effectively serve our clients' and consultants' needs
• Working on business operations projects that may be assigned on an ad hoc basis,and may assist other corporate initiatives as necessary, directed, assigned, or requested

Performance

• Facilitating an organization of continuous process improvement
• Lead the global sales team with process improvement, measurement, tracking and analytics relevant to their functional areas
• Partner with Sales and Marketing department to establish lead qualification process, analyze and report on campaign performance with reporting and dashboards
• Enhance sales productivity by enabling the team to work smarter by simplifying processes
• Define and analyze key metrics including pipeline growth, win/loss rates, and quota attainment
• Own the end-to-end process of tracking the sales funnel and operational metrics and delivering regular insights to the business; define and deliver techniques to improve the funnel performance for sales management
• Implement enabling technologies, including CRM, to support the Client Team
• Establish CRM standards and monitor compliance with required standards for maintaining CRM data, escalating to management to address non-compliant patterns
• Collaborating closely with global sales leadership to ensure sales force is working effectively and to identify and prioritize opportunities for improvement in client engagement and the supporting workflows
• Lead or advise on intra- and inter- team projects across biz dev organization and IT to support overall performance improvement initiatives
• Oversee and evolve comprehensive on-boarding and ongoing professional development program for global sales team
• Oversee sales integration activities across global brands and new acquisition entities
• Define customer segmentation and territory management
• Partner with Sales Leaders to create and maintain sales forecasting models and data
• Assist the Sales Leaders with Pipeline and Opportunity inspection
• Oversee review all bookings for accuracy and completeness, and partner with finance and operations teams to ensure data accuracy for commission calculations
• Maintain effective controls and reporting to ensure integrity of sales commissions
• Create and maintain Sales Department policies, procedures, training manuals, and sales-related resource material

Communications

• Help to develop and deliver a communication strategy to support global sales enablement strategy and priorities
• Create a variety of communications, including news stories, leadership messages, films, presentations, templates, talking points and FAQs, and content for intranet sites, delivered via various channels
• Oversee global sales organizational alignment across the marketing, business line, and thought leadership teams in support of go-to-market strategy, events, client communications, analyst relations, and vendor/partner strategy
• Lead the strategic thinking and planning for our go-to-market strategy in collaboration with marketing and business partners to jointly define, develop, execute, and analyze high-impact go-to-market campaigns across existing and new solution launches to maximize the revenue opportunity
• Design a high-quality go-to-market toolkit and approach to enable sales team to articulate value proposition and champion the solutions internally and externally

Production

• Establish and maintain global leading practice tools and processes to enable sales through effective pursuits and timely, high-quality, deliverables
• Author proposal and RFP content and value proposition in alignment with brand
• Oversee the production of high-quality sales deliverables
• Co-lead discussions around pursuit strategy, solution and deal structure, in conjunction with other colleagues
• Think creatively to develop innovative content tailored to the client in a variety of delivery methods (video, InDesign, interactive methods, and others)

Other Duties

• Serve in limited capacity as Account Director for named accounts or as backup for Account Directors as necessary
• Assist with and attend Nordic client events and conferences at Corporate office or other locations
• Work on projects that may be assigned on an ad hoc basis and may assist other corporate initiatives as necessary

Skills and Experience

• Bachelor's degree and minimum of 8 years equivalent experience
• Epic System experience including applications, implementations, and support
• Proven ability to thrive in and foster an existing team-oriented culture rooted in respect, high ethics and integrity, teamwork, comradery, collaboration, and effective communication
• Strong understanding of EHR or healthcare strategy consulting market
• Demonstrated success in customer service or account management required
• Experience working in a solutions-oriented environment where anticipation of client needs is a frequent occurrence
• Demonstrated ability in conceptualizing both problems and solutions and converting concepts to actions in a way that is actionable by team members
• Experience utilizing a strong customer service attitude and skill set
• Ability to work independently as well as within a team environment
• Experience successfully managing a sales territory, including forecasting, opportunity and account management, sales strategy, solutions and value-based selling, and financial reviews, strongly preferred

Additional details

• Occasional travel to conferences if needed to solidify and improve sales operations. Estimated travel volume of up to 10%