Director - Delivery Services EMEA - Client Services - Intralinks - London

Job description
Overview:
About the Job

The Director, Delivery Services EMEA is part of the Intralinks’ Global Client Services department and is responsible for supporting senior team members with but not limited to pre-sales presentations, client project implementations and maintenance of client relationships.

About the Team

The Director, Delivery Services EMEA is an integral part of a large, global client services team. The CS team is comprised of many levels and types of service providers who are located throughout North America, Latin America, ANZ and EMEA.


Responsibilities:

Reporting to the SVP Services EMEA and APAC, he / she will have responsibility for managing the Delivery Services Team EMEA, including one direct report, Manager- European Service Delivery based in Amsterdam and a number of Indirect report Client Services Managers based in other EMEA locations such as France, Spain, Germany and Netherlands. In addition the role will also have a number of Client Services Managers reporting to him / her directly in the London Office.
Ensure effective workload balance between region and members of the team
Manages the daily workflow on a subset of the IL client service teams, with the goal of 100% resolution on all issues and complaints
Monitor performance metrics to ensure that all outstanding items are addressed in a timely manner
Assist with exception management as needed as Product/Vertical subject matter expert
Employee engagement, development and job satisfaction
Manages the assigned team personnel, which includes any coaching and counselling that may be needed, semi-annual performance evaluation, training & development, and all related documentation
Dealing with staffing issues, including the screening and hiring of employees and the development of training programs, etc.
Ensures that Client Services receives the technology, personnel, and educational resources necessary to provide flawless service to Intralinks clients
Responsible for working with global Management Team to develop and implement, globally, standardized procedural best practices for Client Services across all Intralinks’ offices
Elevates and enhances the use of Intralinks’ technology by addressing the holistic needs of key clients and large user groups to strengthen and maintain good client relationships, which involves:
Communicating with key clients on a regular basis to ensure broad adoption and satisfaction of Intralinks’ business solutions;
Assisting clients to drive best practices when interacting with Intralinks’ systems throughout the client’s organization; and, providing assistance with new feature deployment planning
Researches the industry, markets and activities of key accounts to assess new business opportunities; Presenting Intralinks’ business solutions; Discussing new business opportunities with Sales, Product Marketing, and Product Development;
Directly aligned with VP, Sales EMEA Strategic Transactions
Competitive analysis to ensure that IL is the market leader in service delivery
Responsible for the coordination and completion of projects
Common tasks include qualifying client projects (defining the scope, risk, timelines, budgets), liaising with key contacts throughout the active project engagement process and subsequent subscription period, and managing client relationships and expectations
Sets deadlines, assigns responsibilities, and monitors and summarizes progress of project
Prepares reports for senior management regarding status of project
Develops and implements improvements to processes to improve client satisfaction. Research options and discusses changes with management and others
Assists the Client Services Team in gathering client feedback and defining processes and best practices across multiple regions and markets
Acts as point of escalation for Associate and CSM levels related to non HR matters
Performs other duties as assigned

Qualifications:

Basic Qualifications
Education: Bachelor’s degree with a minimum of 5 years of related experience
Technology: Strong MS Office suite and a facility and comfort level with software and technology
Experience working in the CRM
Experience managing an international team in Client Services environment
Presentation Skills
Communication Skills
Conflict Resolution
Project Management Certification or related work experience
Quantitative Analysis

Desired Qualifications
Experience implementing SaaS Solutions
Extensive cross-vertical industry knowledge as it relates to Intralinks Client community

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!