Client Success Director at BroadReach

Purpose of the position

• The Director role is a senior leadership role, accountable for internal capabilities such as resource management and technical excellence, and for spearheading external client relationships. In serving our clients, the director is ultimately responsible for the performance of the client team, client satisfaction and the creation of desired business outcomes. The director is also responsible for growth and development of client relationships, including setting the client strategy, and generating revenue and profitability.

Key Accountabilities (included but not limited to)
Problem Solving/Technical:

• Is considered a ‘go to’ resource/expert in discipline area;
• Have multiple client experience and have worked through multiple program cycles, and helps the business define process improvements;
• Demonstrates repeatable solution delivery knowledge and validates the fit/gap analyses with existing solution capabilities and prioritisation;
• Validates change management process design and oversees change management initiatives, including training and adoption support;
• Exhibits expert knowledge of existing Solutions, proficiency in pitching these to both internal and external stakeholders and ownership for maintaining and developing a Solution within the business;
• Exhibits mature understanding of public health stakeholders, key indicators and operating environment;

Delivery/Project Management:

• Demonstrated experience designing and managing multiple programs,
• Actively manages overall client execution plans, directing workstream activities and managers risks/issues internally and externally;
• Identifies and resolves prioritisation conflicts;

People Management:

• Is accountable for own actions; takes ownership and accountability for self-development;
• Formal management and career development of staff, engagement in personal development and evaluation;
• Active management of project team and workforce deployment;
• 1st and 2nd line recruitment;
• Provides mentorship to staff members and contributes to internal training sessions;

Client Engagement:

• Manages overall client relationship including direct relationships with executive stakeholders;
• Has ultimate accountability for client delivery within services, performance, financial and contractual parameters;

Business Development:

• Accountable for revenue acquisition within a client;
• Actively manages the progression of a portfolio of opportunities to meet agreed business development objectives;
• Owns the client growth strategy;
• Provides subject matter expert proposal content aligned to core technical skill;

Qualifications
Essential qualifications

• Bachelor’s Degree;
• Alternatively, a 3-year apprenticeship in a similar field would also be considered.

Experience & Skills

• A minimum of 8 years’ experience in a similar role/level will be considered.
• Knowledge and experience in two or more of the following areas: client management and engagements, consulting services delivery, business intelligence, public health, change management, software implementation, data analytics

Personal Qualities & Behavioural Competencies

• Committed to high standards and continuous improvement
• Good influencing and interpersonal skills with people at all levels
• Confident and comfortable to challenge senior stakeholder thinking
• Ability to operate in a high-pressure environment with conflicting priorities and tight timelines
• Ability to speak and present proposals with conviction
• Resourceful, creative and innovative approach to work
• Collaborative nature of working across different teams
• Ability to effectively prioritise and plan work
• Good negotiation skills with the ability to navigate and relate at all levels
• Be solution focused
• Ability to build rapport and credibility with stakeholders

Capabilities
Winning, Enabling and Delivery of Projects

• Opportunity Development, Capture Management, Proposal Development, Organized, Disciplined, Analytical

People Leadership/Self Leadership

• Selections, Development, Delegation, Example, Self-Confidence, Independently responsible, Curiosity, Change Management

Strategic and Holistic Decision Making

• Governance and legal awareness, Financial acumen, Risk management, Strategic perspective

Relationship Management

• Institutional Representations, Taking the long view, Building common ground, Mutual respect, Responsiveness, Standing for the other, Engagement