Job type full-time
Full job description
The c2 group`s client experience director plays a primary role in leading the business` project management and client service focused teamThe client experience director`s team consists of customer success, delivery (project management) and production/capacity managementThis critical role advises on project delivery best practice, driving a “no surprises” mantra in all client communicationsThis role also has a focus on delivery efficiency, ensuring a continuously prioritized workflow and allocation of resources throughout the software development lifecycleGiven the wide ranging nature of our delivery, responsibilities will focus on leading the day-to-day production team as well as representing that team in key client interactions.
The c2 group is located in grand rapids, michiganWe support a flexible and remote work environmentOur preference for this position will be candidates located in michigan allowing for occasional trips to grand rapids.
The c2 group builds, integrates, and delivers business-critical web solutions that get the most from technologies, tools, and teamsOur primary focuses include ux/ui design, web and application development, cloud hosting, and ongoing support.
Intentional – intent drives how we engage our work and interact with othersDeliberate action, focus, willingness, empathy, and staying calm under pressure each exemplify being intentionalWe seek to be purposeful in our actions and thoughtful in our delivery.
Enthusiastic – enthusiasm shapes our actions while demonstrating knowledge, passion, and confidenceOur work requires maintaining a realistic and positive vision for the futureWhether it`s in service to team or task, we look to engage with a positive focus and energy.
Low ego – maintaining a low ego provides the right context for serving othersWhile we are all talented and unique contributors, we realize success is ultimately a team pursuitWe aspire to be accountable, receptive to feedback, and team-oriented.
Accountabilities of the client experience director:
Lead, manage, and hold the reporting team accountable
Support and promote the company values and culture
Recruit, reward, and recognize employees
Provide the necessary training opportunities, tools, and resources for the team`s success
Lead, coach, and manage direct reports
Give clear direction in weekly team checkpoints
Conduct individual “same page” reviews with direct reports
Manage performance feedback in quarterly conversations and annual performance reviews
Drives project management process and standards
Drives process improvements for the delivery team, incorporating best practice to define a methodology that best supports c2`s work and clients
Builds optimization process to track impact of project post launch as a means of identifying future work
Standardizes scope communication, management and reporting standards
Recommends project methodologies to engage per account.
Applying a critical path mentality to project execution
Point of escalation for customer service issues
Act as a team point of escalation for project or client obstacles
Assisting team members with day-to-day decisions regarding approach and priorities
Serve as c2 advocate in client project process/status conversations
Establish and maintain account level leadership voice for key project focused accounts
Customer experience survey ownership
Engage with clients on a regular basis to understand client satisfaction with the delivery of work
Execute client surveying based on status in the project lifecycle, reporting back to internal team and clients
Encapsulate client survey feedback into operational improvement plans
Inform project strategy/project plan in support of sales
Establish standard for project plan to be utilized across projects
Support shaping new offerings as called for through process improvements
Bridge the process between sales and operational execution to ensure smooth handoffs for both the c2 team and the client
Maintain account based measurements of project/work health
Establish measurements for client health in c2`s portfolio, evaluating the health of projects and accounts in an ongoing basis
Understand and track project success against client goals
Maintain capacity management against effective hourly
Assist managers with key resource-based decisions
Serve as a tie breaker when resources are needed in different engagements
Initiate and sustain key partner relationships vital to providing resource flexibility
Manage outsource partner relationships
Balance project, recurring service, and unplanned resource needs to define team focus
Proven passion for technology and/or the software development lifecycle.
Five (5) or more years of experience leading project management/delivery activities for a service organization within the technology industry.
Five (5) or more years of experience leading client-facing activities, deliverables, and strategy.
Three (3) or more years of experience leading a team of direct reports, specifically managers.