Director of Client Management (Remote)

| Greater Denver Area | Remote
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Company Overview

brightfin is a revolutionary, subscription-based software provider of IT Expense Management and IT Finance Management (ITFM) solutions offered natively through ServiceNow or as a SaaS platform. brightfin helps companies manage IT assets and expenses related to mobile, telecom (fixed / voice & data), and cloud. In addition, brightfin enhances efficiency through automated workflows and industry-leading services such as UEM, lifecycle management, bill pay, procurement, and delivery.

Partnering with enterprises and government agencies globally, brightfin provides cost savings, efficiencies, and deep insights into mobile, telecom (fixed), and cloud expenses. The company has earned a spot on the Inc. 5,000 fastest-growing companies for the last two years and was the highest-recognized technology expense management company.

brightfin is hiring a Director of Client Delivery who will be responsible for managing the enterprise client team. In this role you will be responsible for a team of approximately 15 client delivery managers across 6 time zones in 3 countries. Your primary objective is to manage churn reduction and drive upsell / cross-sell opportunities by creating a high-quality service delivery experience. In this role you will be working regularly with brightfin clients which include some of the largest and best recognized global companies!

Director of Client Management is responsible for delivery will be responsible for:

· Lead team of Client Success and Delivery professionals
· Hire, train, coach, and develop team
· Ensure alignment of team on company strategy and program initiatives
· Manage monthly NPS, CSAT and other client feedback programs
· Responsible for churn and upsell forecasting and reporting
· Manage team incentive compensation plans and reporting
· Support delivery team when needed with client escalations and internal support needs
· Review and approve pricing for renewals and upsell opportunities
· Review portfolios and realign customers where needed
· Support sales teams with client references and case studies
· Work with delivery managers in developing and implementing account plans
· Account assignments and load balancing between team members
· Provide coaching and guidance to team members around specific client issues
· Evaluate and implement systems and tools that support effective client management process.
· Work with internal cross-functional teams to ensure high quality service delivery outcomes for clients
· KPIs for success in this role include churn, upsell / cross-sell, NPS and CSAT scores.
· Optimistic, enthusiastic solution-oriented mindset

Compensation and Benefits:

· brightfin offers a comprehensive health, dental and vision benefits package.
· Paid time off. We strongly believe in work life balance and taking time for yourself.
· 401K with employer match
· Compensation is DOE $110,000-$140,000 per year

brightfin is an equal opportunity employer. The company will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information or other characteristics protected by federal, state, or local applicable law.

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Technology we use

  • Sales & Marketing
    • SalesforceCRM

Location

Our office is located on prime real estate, right next to Top Golf in Centennial. The office is easily accessible via RTD bus and rail transit system.

An Insider's view of brightfin

How would you describe the company’s work-life balance?

brightfin has a Work Your Way philosophy, we are a performance-based organization that values & trusts employees and their decisions. This philosophy is aligned to the belief that employees are professionals & should have flexibility to take personal responsibility for getting the work done and also for taking time off away from work to refresh.

Jenn Beck

Human Resources Manager (US & EMEA)

How has your career grown since starting at the company?

I've learned that growth is a mentality that creates success. Out of college, I started in an entry-level position and quickly rose to Corporate Trainer because brightfin provides one-on-one mentoring that empowers a growth mentality. I'm proud to represent an organization that creates opportunities for anyone willing to try.

Angie Cromwell

Sr. Manager of Enablement

What are brightfin Perks + Benefits

Culture
Volunteer in local community
We believe success requires a holistic approach. Shared success creates thriving communities and so we give back our time and donations to help those in need and support causes we are passionate about
Partners with Nonprofits
We partner with Non Profits such as Susan G. Komen, Habitat for Humanity, Rite of Passage, 4 Paws 4 Life, Project Angel Heart, Matthew Shepard Foundation and more!
Friends outside of work
Intracompany committees
Open door policy
Group brainstorming sessions
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer a comprehensive benefits package that allows individuals to select the customized package that best fits their needs.
Disability Insurance
Dental Benefits
We offer a comprehensive benefits package that allows individuals to select the customized package that best fits their needs.
Vision Benefits
We offer a comprehensive benefits package that allows individuals to select the customized package that best fits their needs.
Health Insurance Benefits
We offer a comprehensive benefits package that allows individuals to select the customized package that best fits their needs.
Life Insurance
Wellness Programs
Our wellness programs focus on the holistic elements that create a healthy body and mind. Alex Hart, our Wellness Coordinator, works with individuals and groups for personal coaching and fun events.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Our 401(k) offers participants a simple way to save and easy to use wealth management tools with a broad range of plan design options from auto-enrollment to discretionary employer contributions.
Performance Bonus
Whether it be SPIFFs, paid vacations, or end-of-the-year bonuses, we believe in celebrating wins, so our performance bonus reflects that philosophy.
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
We strongly believe in work life balance. Our vacation policy includes two weeks paid time off for all employees and up to four weeks for tenured employees of five years or longer.
Paid Holidays
We offer paid time off for all major holidays.
Paid Sick Days
Perks & Discounts
Casual Dress
Our casual dress code and open environment create a comfortable, thriving community. On dress down Fridays, employees have the opportunity to wear sweats for a small donation to our Giving Back fund.
Fitness Subsidies
We provide a 24-Hour Fitness gym membership for all employees who choose to partake, as well as personal training with our Health and Wellness Coordinator.
Professional Development Benefits
Job Training & Conferences
Our training programs are designed to empower each of our people with the tools they need to succeed both professionally and personally. Each of our employees get to help shape the path of their role.
Lunch and learns
Cross functional training encouraged
Promote from within
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