Director Customer Solutions

REPORTS TO : Assistant Vice President Customer Solutions

CLASSIFICATION : Full-time Exempt

PRIMARY OBJECTIVES :

Provides account management services to existing and new members through on-site meetings, telephonic, electronic communications, or Teams / Zoom meetings.

Ensures new members are on-boarded in an expeditious and professional manner to all strategic contracts. Follows up with members immediately following monthly target marketing campaigns.

KEY RESPONSIBILITIES :

Responsible for responding to member / vendor day-to-day issues. Responsible for implementing revenue opportunities though monthly target marketing campaigns (via calling and emailing interested members).

Responsible for increasing contract penetration for new and existing members. Maintain and grow key accounts. Overall responsible for ensuring member satisfaction.

RESPONSIBILITIES :

• Respond to day-to-day member / vendor issues.
• Responsible for providing account management services to existing and new members.
• Responsible for daily entry of tasks, actions, and information into Salesforce.
• Responsible for account follow-up as directed by Business Development Team.
• Overall responsibility for ensuring member satisfaction.
• Maintain and grow key accounts.
• Responsible for same store growth consistent to yearly KPIs.
• Performs other duties as assigned.

EDUCATION :

Bachelor’s degree or equivalent work experience.

COMPETENCIES :

• Technical Capacity
• Personal Effectiveness / Credibility
• Thoroughness
• Attention to details
• Collaboration skills
• Communication proficiency
• Flexibility
• Initiative
• Time Management
• Decision Making
• Organizational Skills
• Professional Demeanor

WORK ENVIRONMENT / PHYSICAL DEMANDS :

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, smart boards, and Boxlight systems.

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, bend or stand, as necessary.

Must be able to use and manipulate normal office tools, converse effectively via correspondence and orally (especially the telephone), sit for prolonged periods of time and to move about the facilities.

Pandion Optimization Alliance provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

In addition to federal law requirements, Pandion Optimization Alliance complies with applicable state and local laws governing nondiscrimination in employment.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Pandion Optimization Alliance expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Improper interference with the ability of Pandion Optimization Alliance’s employees to perform their job duties may result in discipline up to and including discharge.

This position description is not intended to be all inclusive. Pandion Optimization Alliance may at any time revise or change duties as it may deem appropriate or beneficial.

This position description does not constitute a written or implied contract of employment.