Director/Vice President Client Success

Criterium Engineers is one of North America’s leading consulting engineering firms, specializing in the evaluation of new construction and existing buildings. We serve individuals, real estate investors, developers, homeowner associations and other entities that want to know more about the buildings in which they live and work. We are an established and growing company with a 60+ year history. Our people are open-minded, intent on teaching each other, and thrive on generating new ideas, approaches and techniques that will enable us to better serve our goals and clients. This work environment reflects the company’s commitment to our vision of “building expertise to create a better world!” and was recognized as one of Maine’s Best Places to Work in 2020. The people who do best in our dynamic environment relish variety.

Location:  Freeport, Maine (or remote)

POSITION SUMMARY:

The Director/Vice President of Client Success plays a critical leadership role in building and guiding the Customer Success team to grow relationships with clients and Criterium’s network of technical expertise. This role requires a comprehensive approach to the systems and processes that ensure positive client outcomes, including providing guidance for client onboarding and taking a proactive approach to consistently deliver client value and optimize the client journey. The Director/Vice President of Client Success provides leadership with an orientation toward continuous improvement for the client success team for managing workflows, efficiently allocating resources, and educating internal stakeholders about project lifecycle performance and client outcomes. As a member of the senior leadership team, the Director/Vice President of Client Success plays an active role in strategic planning and cross-functional collaboration aimed at driving and delivering organizational progress toward Criterium’s Vision of “Building expertise to create a better world.”

 

ESSENTIAL JOB FUNCTIONS:

  • Define and optimize the Client Journey
    • Define the vision of a Red-Carpet client experience
    • Standardize the Success Plan for clients by defining a roadmap for client engagement
    • Personally manage escalations from direct reports and follow a methodical escalation process to mitigate client issues and risk
    • Perform root cause analysis to remove any bottlenecks in the processes towards improved client satisfaction
    • Serve as a client advocate in strategic organizational planning, identify and prioritize program enhancements informed by deep client understanding
    • Assist Marketing team as needed to assess ways to market Criterium Engineers’ services to prospective clients
  • Deliver value for clients
    • Establish training protocols for the Client Success team to enable deep understanding of Clients’ objectives and become trusted client advisors
    • Determine how to define, drive, and demonstrate the value (ROI) delivered to clients through qualitative and/or quantitative measures
    • Regularly review status of all projects to ensure budgets are being met, deadline issues and concerns are resolved, contract values are being optimized, and work is aligned with individual project scopes and client expectations
    • Develop strategic client engagements with the Client Success team, such as client kick-offs and quarterly business reviews
  • Lead cross-functionally to drive client success
    • Build and maintain a culture of passion for client success and motivation for improvement
    • Define and oversee lifecycle processes
    • Clarify ownership for each part of the client journey / project lifecycle
    • Gather feedback from other functional groups to improve the client experience
    • Advocate for changes in other departments’ ways of working and collaborate with them to implement those changes
    • Create company-wide customer feedback loop, helping foster a culture of Client Success
  • Client Success Operations
    • Define segmentation of client portfolio
    • Align roles and responsibilities within the team that support client needs
    • Develop sales strategy framework and execution plan including prospecting for new clients and up selling and retaining existing clients
    • Partner with Marketing to develop and update standard presentation materials for sales, up-selling, and lead generation efforts
    • Collaborate with Finance to ensure efficient operation of the billing / invoicing process
  • Identify and Own key metrics for Client Success team
    • Set goals / targets for metric trends aligned with Criterium’s Strategic Plan: Sales metrics, Project success metrics, Client Satisfaction metrics
    • Report metrics to leadership quarterly
    • Assess trends and data to develop accurate quarterly forecasts
    • Produce accurate quarterly forecasting reports
    • Explore and evaluate continuous process improvement opportunities with a focus on using technology as an enabler and developing clear workflows and process maps.
  • Recruit, mentor and inspire a high-performance team
    • Establish a culture of collaboration, transparency, continuous learning, and massive client delight
    • Continuously communicate Client Success and Project Performance metrics to team
    • Set expectations on performance and give frequent feedback
    • Set up training and mentoring to grow team competencies; Regularly revisit / revise individual Professional Development Plans
    • Communicate and incent to drive performance
    • Be aware of market compensation and actively work to retain high-performing Client Success agents
  • Perform other duties as directed by supervisor.

EDUCATION, EXPERIENCE AND KNOWLEDGE QUALIFICATIONS:

  • Bachelor’s degree in business management or related discipline; PMP certification is preferred
  • 8+ years experience in leading client relationships and owning retention
  • 3+ years leading and managing direct reports in a client service industry
  • Strong knowledge of construction and/or real estate is a plus
  • Proven track record of managing a portfolio of client accounts, building deep relationships with client partners in large or highly strategic accounts.
  • Experience managing projects and people with a track record of successful deliverables and outcomes.

SKILLS AND ABILITIES QUALIFICATIONS AND OTHER REQUIREMENTS:

  • Enthusiastic and creative leader with the ability to inspire others
  • Self-starter capable of building and maintaining strong client and internal relationships.
  • Strong business acumen and empathy for customers
  • Critical thinking mindset effective at problem solving.
  • Exceptional organization and decision-making skills. Adept at analyzing/researching information and determining actions. Uses critical thinking skills and leadership ability to make and implement effective decisions.
  • Ability to orchestrate, lead and influence stakeholders to drive decisions collaboratively, resolving conflict and ensuring follow through with exceptional verbal and written communication
  • An orientation toward continuous learning and improvement with an analytical and process-oriented mindset
  • Strategic thinking and technical acumen
  • Highly organized, adaptable and flexible
  • Capable of managing stressful situations
  • Comfortable and capable utilizing a variety of computer interfaces and software including MS Office, Unanet’s InFocus, and Criterium’s proprietary software for inspection and report writing

WORKING CONDITIONS/PHYSICAL DEMANDS:

  •  Regularly required to sit, stand, reach, bend, and move about our facility
  • Frequently required to see, hear, talk, and type (repetitive motions)

 WORK ENVIRONMENT:

  • Occasional travel to client sites.
  • Work is performed predominantly indoors in an office or site setting under normal office conditions. Exposure to daily outside elements may be necessary to perform work at site locations.
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