Executive Director, Client Services
Dublin , Ca, Us
In this role, I was responsible for delivering day-to-day execution of cross-company client services, in a company that had 150+ employees servicing 15,000+ clients and 320,000+ worksite employees, based on a multi-million budget. ❂ Key Responsibilities ❂Acquired extensive customer and partner experience across a suite of business functions, including customer services, presales support and demo, implementation, HR operational and compliance assessment, account renewals), financial services (e.g. credit/collection, tax reporting, payroll/stock, sales compensation, etc.), insurance services administration (health, worker's compensation, supplemental, etc.), business insight and analytics, as well as mergers and acquisitions integration.Efforts directly contributed to an enhanced customer, partner, and employee experience, steadily increasing net promoter score, customer satisfaction and retention, and employee engagement index by 3 to 5 percentage points year-on-year.Consistently delivered strong operating leverage to the company (15-20% year-on-year productivity gain).Designed Customer Experience Journey based on Customer Interaction Model (CIM) Strategy and Execution Managed transformation agenda focused on vertical industry differentiation, resulting in a 2x to 5x annual return of both value-creation (growth) and value-capture (efficiencies).Designed and implemented a nationally and regionally consistent interaction model differentiated by customer segment (e.g. size and complexity) and vertical industry (e.g. Technology, Financial Services, Hospitality, Manufacturing, etc.). Created organization structure and management disciplines required for growth and scale, including multiple job levels, career paths, mentoring program, talent development, succession planning, performance dashboards, etc.).Entrusted to manage a unified portfolio of “change the business” investments based on strong business case modeling and strict execution discipline.
