HEAD OF CLIENT DELIVERY
Industry - Leading Benefits
HMO Day 1w/ Dental
Fixed Weekends Off
Head of Client Delivery
About the Role
The Head of Client Delivery (HoCD) is responsible for the entire Success Management team, who are responsible for the ongoing delivery of all aspects of client engagement including management of each VA on behalf of their clients.
The SM Team’s purpose is to act as the conduit between VAs and clients, to enhance the experience of both parties, guide the client relationship to ensure that each experience meets set standards through delivery pillars. The HoCD serves as a coach and mentor to the SSMs and SM Trainer to drive overall SM performance and KPIs. The HoCD maintains and designs systems and processes to improve efficiency and increase value provided to our VAs and Clients, measured by key performance metrics.
The HoCD has 3 direct reports, two are Senior Success Managers and one Success Operations Manager. This group are responsible for 24 Success Managers who account manage close to 300 clients and almost 500 VA’s. The team includes three Success Coaches who train and support the SM’s.
Tasks and Responsibilities:
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