Position Summary

The Director will generally lead and manage at least five roundtables of average complexity and utilization. They are accountable for the client management, profitability, retention, and service delivery of their set of roundtables. As a Director, their internal and external experience will allow them to be largely independent and require minimal oversight, coaching and quality assessment review. The Director may be responsible for participating in key elements of Delivery and/or Company level initiatives.

Principal Responsibilities

Roundtable Delivery

• Management
• Accountable for client relationship management and engagement across all the roundtable activities
• Accountable for revenue and expenses of their book of Roundtables
• Proactive engagement of invoice collections process, using it as an earlier indicator of attrition risk
• Lead client retention efforts to minimize attrition
• Participate in developing and executing mitigation plans for underperforming RTs
• Maintain client contact and relationship data integrity in all systems (Salesforce, VIZOR, Asana)
• Accountable for the delivery of Executive meetings
  • Oversee meeting coordination and planning including communication and logistics
  • Construct detailed meeting agendas leveraging client input
  • Facilitate meetings
  • Oversee development and delivery of meeting report(s)
• Accountable for the execution and delivery of Benchmark and Custom Surveys within established service delivery timelines and expectations while overseeing data quality and accuracy
  • Drive engagement and client participation
  • Oversee data quality and accuracy
  • Continuously monitor and improve the dataset to drive value for clients
• Accountable for sales support
  • Providing content support as needed for sales opportunities
  • Pass along new leads that are found for sales to work
  • Establish a strong working partnership with Sales team, resulting in cross Director relationship-based sales
  • May be assigned new launch roundtables to be worked in partnership with the Sales team
• Handle end to end process for a small number of inbound/relationship revenue generating sales/session.
• Thought leadership and advocacy
  • Provide opportunities to address industry concerns
  • Developing activities to improve overall well-being of the industry

Initiatives

• Participate as team member in initiatives that are sponsored by Service Delivery
• Execute “Sessions” in support of business revenue goal.

Staff Management

• Responsible for the people leadership and accountable for the performance management of their Associate(s) which includes routine coaching, mentoring, career progression, and performance evaluations.
• Deliverable and attentiveness to department’s Service Level Adherences and quality for supported RTs
• Provide subject matter knowledge transfer
• Manage and delivery of midyear and yearend performance management process.

Skills and Education

• Minimum of 6 years specific experience in relatable field/function. Knowledge of financial services a plus.
• Ability to work in small teams with limited supervision and manage people
• Experience working within an SLA environment
• Working knowledge in running a small business from end-to-end
• Excellent communication skills (both verbal and written)
• Excellent competencies in facilitating discussions for extended periods of time
• Natural analytic capabilities
• Ability to multi-task and prioritize workload to satisfy internal and external clients
• Project management skills to effectively lead and work company initiatives

Competencies

• Goal(s) oriented
• Team oriented
• Attention to detail/ Strong organizational skill
• Strong interpersonal skills
• Strong facilitation

Physical Demands

• Required Constantly: Walking, sitting, grasping, bending, stooping, squatting, computer input, finger dexterity and coordination of hand, eye and foot.
• Required Frequently: Standing, carrying laptop and files (approx. 8 – 10 pounds).
• Required Occasionally:  Reaching above the shoulder and lifting 5 – 25 pounds, pushing and pulling.

Special Requirements

Travel between 25-40%

This position has the option to work in either ET or CT time zone.

Annual Hiring Range: $155,000-$165,000

Actual compensation offered to candidate may vary based upon geographic location, work experience, education, and/or skill level. In addition, to the base salary range listed, the position is eligible for a year-end variable bonus, payable in 1Q.  The company provides an employer contribution towards medical, dental, vision, life insurance and long-term and short-term disability.

To Apply:

Send us a resume with subject line “Director, Service Delivery Role” in subject line to careers@roundtables.us