Director of Client Success- Sports & Entertainment- Remote

Job Description

The Director of Client Success is responsible for the proactive approach to client relationship management within a portfolio of existing accounts within a set geography.

They are expected to provide keen analysis to:

• Establish meaningful relationships with our clients.
• Help our teams on the ground identify and align with our clients’ goals
• Create strategic plans that are customized for our client and the team on the ground to generate and maintain mutual success
• Assess our clients’ opinions of the existing partnership and assist in developing initiatives that will convey the advantages Aramark brings to the partnership, resulting in long-term development and industry-leading client retention rates.

Candidates must have a demonstrated ability to lead client engagement planning and execution and to collaborate with operations leadership and functional support partners to develop, lead, and execute customized account strategies for our existing client partners.  A successful DCS must be able to proactively identify, anticipate, and communicate potential obstacles, challenges, and/or issues at a client account that could adversely impact our ability to retain the account and partner with operations leadership in developing and executing client customized retention strategies.

Job Responsibilities

• Lead external client relationship building to gain a deep and validated understanding of our clients’ strategic objectives, goals, and challenges.
• Lead internal relationship building to successfully partner within a matrixed organization, relying on internal subject matter experts and operational leaders to develop solutions.
• Perform objective account diagnostics and relationship analysis to proactively address retention risks that result in long-term client retention.
• Develop and manage account planning and execution strategies, annual account objectives development, thorough wiring plans, formalized client communications, client business review process, proposal development, client presentations, and contract negotiations. 
• Identify growth opportunities and retention risks through the application of Aramark reporting and analysis tools. Measure KPIs to gauge the success of retention efforts.
• Be our client advocate within Aramark to proactively renew and extend contracts by developing long-term win-win value propositions with our client partners.
• Ensure client stakeholder(s) have wiring plans, meetings are scheduled and strategically executed throughout year, and documented.
• Lead the strategic account management process, ensuring key account meetings are held with region leadership each year.
• Develop an independent perspective on the strength of our partnerships through direct client engagement.
• Ensure delivery of client expectations within the contract portfolio.
• Lead RFP processes when current contracts expire, or competitive bids arise within portfolio.
• Develop and lead our internal deal approval process to obtain company approval for rebids and/or vertical growth.

Key Competencies

• Effective use of deliberate influence strategies to impact, shape, or re-direct the behaviors of others without formal authority.
• Promote a spirit of collaboration throughout the Aramark Sports + Entertainment business unit to best leverage capabilities and resources to serve client needs.
• Maintain a keen focus on establishing long-term and meaningful relationships with clients.
• Possess a genuine desire and ability to understand the marketplace and changing needs of clients and respond accordingly with proactive solutions that target these needs.
• Demonstrate a solid understanding of the broader market picture and apply it to make mutually beneficial business decisions in a mature service industry.
• Ability to successfully build alliances and influence key decision-makers.
• Manage customer relationships through creative problem-solving and customer savvy at the C-level of client organizations.
• Ability to identify and apply quantifiable client-centered performance metrics and operational results to existing and proposed services.

Qualifications

• BA/BS is required for this position. MBA preferred. 
• A minimum of 5 years of client management or sales-related experience.
• Operational acumen and savvy, including technical understanding and financial proposal development. Experience in the contract/managed services industries preferred.
• Experience with large clients selling complex services/solutions.
• Demonstrated exceptional communication written and verbal skills, with the ability to articulate complex ideas clearly and tailor messaging to diverse audiences.
• Knowledge of all Microsoft Office applications.
• Experience with a CRM required, specifically Salesforce strongly preferred.
• Effective multi-tasking in a high pressure, highly competitive environment.

Geography

This is a remote, i.e., work-from-home, role with travel for a specific geographic area: East coast, West coast and Midwest region.

Travel

The employee will be expected to travel up to 50%.

Benefits

•    Flexible work arrangements
•    Paid Time Off (PTO), Vacation, nine (9) paid holidays 
•    Volunteer days, community partnerships, Employee Assistance Program
•    Your choice of three medical plans, two carriers to choose from & My Healthy Changes well-being program
•    Adoption Assistance & Paid Parental Leave
•    Tuition Funding Sources and Scholarship Programs 
•    Retirement plan with match on annual contributions

COMPENSATION: The salary rate for this position ranges from $140,000.00 to $150,000.00, depending on circumstances including an applicant's skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation may include a bonus or commission (if relevant). This is Aramark's good faith and reasonable estimate of the range of compensation for this position as of the time of posting. 

If hired, employee will be in an “at-will position” and Aramark reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time AND FOR ANY REASON, including, BUT NOT LIMITED TO for reasons related to individual performance, Aramark or individual department/team performance, and market factors.

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.