Director of Customer Success - Boulogne-Billancourt, France - SGS & Co

Description

Position Summary

The Client Success Director will be accountable for client satisfaction and implementing standards of excellence in terms of client engagement and day-to-day management of customers. Responsible for leading a team of Client Success Managers and Team leaders who have direct accountability for the day-to-day management of customers. The role will not exceed more than 10-15 direct reports.

Essential Responsibilities, Accountabilities and Results

• Ensure Performance Management of the Client Success team with an emphasis on client service, client satisfaction resulting in client satisfaction and contract renewals.

• Implement strategic initiatives in alignment with corporate goals and tailored for each individual customer resulting in a customer centric organization.

• Develop and nurture strong relationships with all customers within the portfolio.

• Identify areas for improvement within SGS to provide the best service to the clients.

• Implement SGS standards of excellence in terms of client service and client engagement, resulting in a customer centric organization.

• Be the front-line for job-level client escalations. Improve and monitor issue resolution and investigation process with all departments in Operations, resulting in better and quicker issue resolution. Identify areas for improvement to better manage and correct issues, being the vital link between the client and Operations, resulting in better quality delivered to the client.

• Proactively engage Ops leadership to drive right capabilities and resourcing, resulting in a strong delivery.

• Support SGS financial policies impacting the client, resulting in a disciplined financial collaboration with customers.

• Support commercial growth strategy, identify opportunities for cross sell and up sell resulting in extending revenue.

• Manage direct reports by focusing individual performance and career development, developing individual training plans for direct reports in new roles and providing timely performance feedback & evaluations to develop our next generation of Client Success leaders and drive best practices.

• Coach and mentor Client Success direct reports and their teams, to reinforce the organization' goals and values resulting in a high performing culture.

• Motivate and foster team building and cooperation within Client Success team and between all SGS departments (especially with Commercial and all Ops teams) to ensure maximum efficiency, teamwork and top service level to the client ("Win together").

• Analyze and control expenditures to conform to budgetary requirements to control costs.

Competency Requirements:

• 10 years of relevant industry experience- Graphic packaging & printing sector

• Demonstrated experience in Strategic Account Management, Sales or Customer Relationships.

• Exhibits strong interpersonal skills that encourage team cooperation, promote enthusiasm, and motivate relationship-building.

• Uses interpersonal savvy to rally internal and external resources to help bring long-term, strategic recommendations to life.

• Manages needs of team members to maximize learning and productivity while minimizing turnover.

• Brings both strategic and management acumen while effectively leveraging end-to-end tools and processes.

• Builds one-on-one relationships with senior level clients to foster a partnership.

• Adopts a proactive approach to anticipating internal and external concerns.

• Owns the crucial ability to reactively address and remedy current as well as unanticipated situations.

• Knowledge of Microsoft Office Products (Word, Excel, Outlook) and possess ability to navigate and use other web-based systems as necessary.

Educational & Experience Minimum Requirements

• Bachelor's degree. College/Associate's degree.

• FCMG and Agency/Client Service experience a plus.

• Experience Managing complex accounts.

• Experience managing a strategic team of Regional or National customers.

• Excellent written and oral communication skills.

• Demonstrated ability to resolve issues and drive continuous improvement.

• Proficiency in Microsoft Office suite.

• Fluent in French and English. Ideally Spanish knowledge.

• Strong leadership, organization and relationship skills.

• Proven ability to be performance driven.

Travel requirements & work arrangement:

• Ideally based in the Paris area, France. Hybrid work arrangement at 1 Cr de l'Île Seguin, 92100 Boulogne-Billancourt, France

• Travel is required on infrequent basis between France, Spain, The Netherlands and the UK.

SGS & Co is a global brand impact group delivering speed and quality through innovation and insights to drive impact for our world-class clients. We combine deep expertise in design, graphic services, production, technology, and process optimization with unmatched marketplace understanding, dynamic ideas, and client-first customer service. We bring the world's best brands to life and set them up for success in the modern world.

SGS & Co shifts brands to impact through the strength of our people. Our team of nearly 5,000 employees across 30+ countries works collaboratively to exceed client expectations today and anticipates how we'll need to pivot together to win tomorrow. We take pride in our commitment to diversity, equity, and inclusion along with our ambition to lead the industry to a more sustainable future to drive positive impact for our clients, our people, and our planet.