Head, Client Services at DynamicPlus Advisory

Job Summary

• Oversee the company’s relationships with its customers. Overall responsibility for developing long term relationships with existing customers and ensuring their satisfaction.
• Lead the company’s Key Accounts and Customer Service teams.
• Acquire a thorough understanding of key customer needs and requirements.
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Serve as the link of communication between key customers and internal teams.
• Share regular reports of progress, forecasts, and competitor activity at customer sites.

Responsibilities

• Work with management team to bring creative solutions to customers
• Conduct regular visits to key accounts and negotiating pricing and service agreements as needed
• Hire, train and coach key accounts and customer service team members and direct them in finding creative solutions to both client and internal challenges, foster knowledge-sharing across all disciplines internally to ensure collaborative and informed work.
• Implement Customer Relationship Management tools and processes.
• Contribute to the company’s business growth by increasing sales to existing accounts.
• Foster a productive and empowering working environment.
• Build a team to deliver company business and revenue goals.
• Maintain consistent and frequent review of issue resolution metrics required to effectively manage customer service department’s operational performance, including call grading
• Work on existing or new business development opportunities.

Qualifications

• Experience in growing, managing and inspiring internal teams; strong leadership and organizational skills must be complemented by relationship building management style.
• Experience in sales and providing solutions based on customer needs.
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels.
• Excellent organizational skills.
• Ability in problem-solving and negotiation.
• Decision-making, problem resolution and creative thinking skills
• Attention to detail.
• Ethical and trustworthy.

Education and Skills Required

• Bachelor's degree with at least a 2:1 grade in Laboratory Sciences or management related field
• Minimum of ten (10) years work experience, with at least half of that time spent in Key Accounts Management or Client Services role.