Director- Sales and Customer Evolution- Employee Group Benefits

Job Description

This role will support the design and implementation of major business strategies and change programs for the Sales and Customer Solutions team.

The Director- Customer Evolution will be responsible to drive strategic business transformation, making fundamental changes in how service is conducted in order to help cope with shifts in the market environment by modernizing our use of technology, drive digital transformation and look to automate processes, creating efficiency and improving the experience for customers.

The Director- Customer Evolution will optimize the effectiveness of the Reliance Matrix Customer Solutions team through capacity modeling and utilization of planning tools which enable business development and support our growth strategies.

This role will coordinate and reinforce usage of our sales enablement toolset and play a key role in empowering the customer solutions organization with streamlined communications, content and resources at their fingertips to be better equipped to do their best work and save time.

Strategy

• Develops and drives Sales and Customer Solutions department projects and initiatives; represents the team on cross-department and cross-functional projects, as needed
• Partners with the Sales and Customer Solutions leadership team on the model evolution to meet the needs of brokers and customers
• Works with a variety of stakeholders to implement new strategies, processes and technologies that will positively impact the business as a whole.
• Provide leadership, strategic direction, and project management to the overall program and individual projects
• Be responsible for innovation and taking ideas relating to service and sales from concept to implementation.
• In partnership with Sales & Customer Solutions leaders, develop supporting communication plans to stakeholder, gain input / feedback, and facilitate successful implementation.

Operational Readiness

• Leads and develops processes to streamline product and project initiatives, including Shinka Readiness and adoption planning
• Lead large-scale changes within the organization
• Provides department leaders with recommendations and consultation to improve teamwork or processes
• Focuses on identifying and executing process and service value improvements
• Reviews and proposes enhancements regarding capacity, geographic alignment, and ongoing competency training and development
• Partners effectively with leaders in the customer solutions team to develop a roadmap for initiatives that align to the strategic objective for improvement in the effectiveness of the service organization and ultimately, the customer experience

Additional Responsibilities

• Leads change
• Analyze customer and competitor trends to help business leaders optimize operations, sales strategies and capitalize on new opportunities
• Models and drives company values in the department

Required Knowledge, Skills, Abilities and / or Related Experience

• Bachelor’s Degree, or related; or equivalent experience
• Strategic and visionary. Can take along view of the organization and articulate a vision for the transformed business.
• Good project manager. Can manage complex projects with many moving parts, including timelines, budgets and resources
• Proven results enabling sales or service teams and initiatives
• Commitment to continuous, ongoing improvement in the level of service provided by all sales, service and support staff
• Process improvement (6 Sigma or LEAN) and digital transformation experience preferred
• Proven problem solving, change management and root cause identification skills
• Ability to thrive in a fast-paced, challenging and collaborative sales environment
• Excellent people skills, ability to develop strong working relationships with other departments and with outside vendors
• Proven track record of driving customer experience initiatives.
• Strong organizational and time management skills, as well as the ability to work independently with minimal hands-on supervision.
• Ability to display and use excellent discretion and judgment.
• Ability to maintain confidential information
• Digital fluency

Ability to Travel : Up to 25%

Office Locations : United States

South Portland, ME

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Charlotte, NC

New York, NY

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What We Offer

At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential.

And we can’t do this without our most important asset you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

Our Benefits :

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council
Our Values :
• Integrity
• Integrity
• Empowerment
• Compassion
• Collaboration

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation.

We assure you that your opportunity for employment depends solely on your qualifications.

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