Director, Client Success

Director, Client Success

Core Responsibilities:

• Understand client requirements and onboard complex deliverables
• Design, develop and optimize deliverable and business processes and tools
• Track and optimize quality and financial performance
• Ensure exceptional client satisfaction and retention
• Change the way the world views people with autism

The Company:

AutonomyWorks is a dynamic for-profit Social Enterprise whose mission is to change the way the world views people with autism. Our teams support clients around the world on the cutting edge of data and technology. Our work includes data management, quality assurance, and business operations. We have developed proprietary methods and tools that enable our team of Associates – all of whom are adults with autism - to deliver at exceptional levels of quality and productivity.

The Opportunity:

As AutonomyWorks hits an inflection point, we are looking for a mission-driven individual to spearhead our Client Success efforts. The Director of Client Success will be accountable for creating enthusiastic clients by leading deliverable on-boarding and maintaining deliverable integrity. This critical team leader will work closely with our delivery teams and the Director of Team Operations to ensure every Associate is equipped to meet the needs of our clients.

The Director of Client Success will lead on-boarding, which includes collaborating with clients to understand their needs, creating processes and tools, writing process manuals, and optimizing workflow for the team. The Director of Client Success will serve as an escalation point for our delivery team and maintain regular communications with our clients. This role currently has no direct reports but will be a critical leadership team member supporting the delivery team, including six support staff and 40 Associates.

As our company grows, we expect the delivery team to grow to seventy-five or more people. The expectation of this role is to understand, communicate, and execute our value to clients by designing and optimizing work processes and deliverable value. The right person will have a mix of management, startup “can do,” and sophisticated operational know-how.

The Role:

Process Creation and Deliverable Value:

• Lead the onboarding process for complex deliverables, including customer needs assessment, process design and development, and creation of instructions and tools ensuring seamless integration onto our delivery teams and existing workflow.
• Monitor and validate deliverable integrity on an ongoing basis, ensuring high-quality output meets client expectations.
• Upgrade and optimize deliverable processes and tools to improve efficiency and effectiveness.
• Identify delivery issues and create tools and technology solutions that will enable Associates and improve accuracy and consistency.

Account Performance and Client Communication

• Conduct regular reviews with clients to ensure satisfaction and identify areas for improvement.
• Act as an escalation point for delivery issues, ensuring timely resolution and client satisfaction.
• Create and deliver account status reports to clients, highlighting key metrics and achievements.
• Prepare monthly demand forecast to align client needs with the delivery team.
• Complete monthly reporting and client account performance metrics.

Team Collaboration:

• Work closely with the Director of Team Operations to align Client Success initiatives with the overall team objectives.
• Understand the unique talents and skills of the team members and how to best complete client tasks utilizing these skills in combination with processes and tools.

Leadership Team Responsibilities:

• Serve as a member of the AutonomyWorks Leadership team.
• Participate in corporate goal setting, strategic planning, and operational prioritization.
• Lead major corporate initiatives.

Desirable Skills:

• Design and optimization of operational processes and tools, with a focus on optimizing efficiency, quality, and delivering value to clients. Proficiency in Microsoft Office required.
• Effective communication and interpersonal skills, with the ability to effectively interact with clients and internal teams.
• Experience in Client Success roles, preferably in a technology or services environment.
• Ability to create and analyze appropriate metrics to drive decision-making and continuous improvement efforts.

Compensation & Benefits:

• Expected compensation: From $115,000/year
• Health insurance, dental insurance, vision insurance, life insurance, short-term disability insurance, and long-term disability insurance.
• Personal time off.

AutonomyWorks offers the opportunity to make a difference in an excellent work environment with competitive pay and benefits. To learn more about our dynamic company, visit our web site at www.autonomy.works. We are an Equal Opportunity Employer that values the strength diversity brings to our workplace.

Job Type: Full-time

Pay: From $115,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Work Location: In person