Director of Client Relationships

Posted: 50 years618 months2651 weeks18557 days ago

Company & Position
 
Founded in 2006 and headquartered in Charleston, SC, BoomTown is a rapidly growing SaaS company that offers sales and marketing software to real estate professionals. BoomTown's platform has been implemented by 1,000’s of top-producing real estate brokerages and teams across the country that collectively employ over 15,000 agents. We’re truly passionate about our clients’ success and work hard to create and support solutions people love to use.
 
BoomTown is seeking a Director of Client Enrichment to lead our Support, Training & Client Community teams. Reporting to the Vice President of Client Success, the Director of Client Enrichment will assume responsibility of the department’s goals and team members. They will be tasked with scaling our unequaled client support teams through accelerated growth, maintaining and creating raving fans along the way.  
 
Immediate Strategic Goals:
 
Implement a Learning Management System for client training and internal onboarding
 
Successfully transition our vibrant client community from Facebook to a Community Platform
 
Evaluate our current Help Desk Solution alongside the implementation of a Community Platform
 
Ongoing Key Responsibilities:
 
Create and analyze metrics for team performance and client adoption
 
Recommend and implement research based changes to processes, workflows & systems
 
Research trends inside and outside of the industry to offer best in class services
 
Prepare the annual budget and develop hiring plans
 
Partner with team leads to hire skilled talent
 
Develop team members
 
Offer key insights around client pain-points & needs
 
Collaborate with technical teams to resolve issues
 
We’re looking for someone who has:
 
3+ years experience leading multiple client service teams at a high growth B2B or B2C software company.
 
Successfully led a client base of 10,000+ users through a Help Desk or Community platform migration.  
 
Successfully launched a learning management system to a client base of 10,000+
 
Scaled Support teams for rapid client growth, specifically by:
 
Improving the rate at which Support Specialist are hired and onboarded.
 
Creating roles or levels within the team to support different features/products.
 
Adjusting schedules or hours of operations to account for ticket flow.
 
Incorporating phone, ticket and time clock reporting tools.  
 
Designed and implemented in person and web based client trainings with a strong focus on:
 
Instructional Design
 
Learning Retention
 
ROI & Analytics
 
Consistently develops individuals within their role and for career growth
 
A strong track record of professional achievement, leadership and;
 
is a clear & consistent communicator that leads through influence and example
 
is an effective collaborator that isn’t afraid to get in the trenches
 
is a confident decision maker with previous experience addressing client escalations
 
is a fierce protector of client happiness & a driver of client success
 
 
BoomTown offers you:
 
The ability to lead change
 
Company leadership that believes in flexibility, freedom, and innovation
 
Challenging, motivating, fun and dog-friendly work environment
 
Company culture that is guided by our core values that thrives on passion and innovation
 
Life in Charleston, SC…one of the best cities in America!
 
If you are interested in this position, please send resume and cover letter to Meg (meg@scgssm.org).