Director Of Client Relations

TITLE: Director, Client Relations

SUPERVISOR: Global Director, Growth

LOCATION: Global, remote home-based

Humentum is a global nonprofit organization that strengthens humanitarian and development organizations and advocates for data-driven policies and standards to benefit the entire sector. We work directly with organizations by building community through our online networking platform and events; advancing individual and organizational capability through online training and content; and providing solutions to organization-wide problems through our consultancy service

Position Overview

The Director, Client Relations is responsible for enhancing sales productivity and driving profitable growth through building, coaching, and developing the Client Relations team, identifying and advancing growth opportunities, and the execution of customer-specific Client Relations strategies. The Director will also gather and bring insights to the management team on Client Relations team activities, market trends, customer feedback, sales results, pipeline, and forecasts to direct future strategies for continued growth. This person will be responsible for expanding this team as the organization continues to grow over the coming years.

The Director will be a driven self-starter, always looking for more opportunities to grow the business. They will need to be accountable and a collaborative leader. This role holds an important place on the leadership team. They will need to ensure each department has what they need from the sales team and vice versa. The Director, Client Relations must possess the core values, credibility, and strong presentation skills to be effective. They will need to problem solve, as well as coach their team to proactively solve potential issues and uncover new opportunities that customers are not aware of. The ability to build rapport with the team, peers, leadership, and customers is a must. Also, they need to have keen self-awareness and interpersonal skills.

Key Responsibilities

Sales Growth and Business Development

The Director, Client Relations’ primary responsibility is driving revenue, profit and protecting the core business by coaching the Client Relations team to:

• Proactively target new customers who fit within ideal customer market segments, prepare value-added sales strategies to fit those targets, and influence key stakeholders / decision-makers to close opportunities.
• Further penetrate existing customers by exploring all opportunities for expansion into new pillars, not just based on past purchases.
• Effectively qualify opportunities by uncovering each customer’s current situation, desired situation, business drivers, application needs, and decision-making processes to fully understand what they need, to recommend the best options.

Coaching and Developing the Team

Provide support by coaching and developing the seven Client Relations team members to ensure the team is capitalizing on opportunities for growth:

• Proactively coaching team and providing effective performance management by using metrics (# of meetings, calls, leads etc.) to provide accurate and transparent data to hold people accountable, and make adjustments as needed
• Actively participating in calls/meetings with sales team members as applicable and provide positive reinforcement and constructive feedback on areas to improve
• Hiring people to fit future identified areas of need, bring the right experience, skills and fit the company culture

Building Trust and Cultivating Relationships

Responsible for reporting the progress of the Client Relations’ function and provide input to the direction of Humentum’s selling efforts.

• Working effectively and building strong relationships with all departments and leaders of Humentum as well as preparing the company for growth. This includes understanding each stakeholders’ role, their type of influence and how they make decisions
• Communicating effectively internally (up, down, and across) – closing the loop
• Demonstrating business acumen – understanding how the organization operates (including strategy, profitability, and operations)

Planning, Execution and Process Management

The Director, Client Relations will be tasked with growing Humentum by developing, communicating, and executing a clear and focused strategy for the Client Relations organization. This would include:

• Implementing annual business plans with team including specific activities they need to execute to achieve their assigned goals, reviews progress frequently and able to help the team adjust when needed
• Pipeline and forecast management – managing and communicating a qualified pipeline of opportunities for both long-term strategic and short-term opportunities
• Driving CRM compliance with documented sales process to ensure all data including target prospect contact information, critical discovery information, and customer comments are entered accurately

Requirements

Qualifications and experience

• Significant sales experience selling training and consulting services
• Substantial sales management experience
• Bachelor’s degree preferred
• Experience with non-profit, global development and humanitarian sectors

Skills and attributes

The right candidate will also possess the following competencies and skills:

• Successful experiences and ability to drive and develop organization growth
• Strong coaching skills – ability to observe, listen and provide feedback to candidates to develop their skills
• Organizational skills – ability to create, execute and hold others to a plan
• Creatively applies prior experience to problems and design resolutions to address gaps
• Strong interpersonal skills and ability to excel in a team-oriented atmosphere
• Experience with EOS desired
• Proficiency in Microsoft Office for preparing their own correspondence, materials, presentations, and reports, as well as scheduling meetings using Outlook
• Excellent communication skills – verbal, written and active listening

Job Related Information

This position is a remote, home-based position that works as part of a wider remote, global team. You will need to work independently and as well as part of the team to achieve team-based targets. You must possess both the ability and environment to work virtually: reliable connection to high-speed internet, appropriate environment for leading and participating in virtual meetings with enabled video.

Equal Opportunities Statement

Humentum is an equal opportunity, affirmative action employer.

Total Rewards

Compensation for this role is as set out in Humentum’s Total Rewards policy. The starting salary for the role is grade C at Step 1, paid either on the US scale for US-based staff or global scale for all other locations. If the role is part-time, the salary will be pro-rated accordingly.

Applicants are encouraged to review our Total Rewards and Salary & Pay policies on our website before applying for open roles. Both full policies can be found at: https://humentum.org/about-us/careers/