Director, Client Experience - 0034189

The Director, Client Experience oversees the growth and profitability of TAPFIN clients, and the business impact for the clients themselves. The Director will be responsible for the execution of TAPFIN’s client strategy and relationship management (securing business, retaining clients, optimizing the program and growing share of wallet across key accounts).

Results & Strategy – Act as significant leadership presence across established portfolio of accounts (average 7-10 clients). Operationalize and directly oversee current program utilization and offering, assess risk and opportunity, drive top line revenue growth. Develop a long-term framework for client retention, client impact, and program growth. Develop a regular cadence of service-level inputs and business development activities to drive to goal achievement. Contribute to P&L management in partnership with business excellence and delivery teams. Measured by: YOY revenue growth, BLC contribution, client share of wallet

Client & Candidate – Act as primary contact during contract negotiations, develop and manage strategic relationships with client contract owners. Ensure that both business value and personal value are created and delivered to key stakeholders. Consult client contract owners and other senior leaders on the impact of the workforce strategy and identify opportunities to expand within client.

Build broad networks within senior client stakeholder groups to protect and grow presence and loyalty. Leverage internal networks to increase the value and connection points across the client organizations, and to engage senior-most executives. Create and present account reviews and address account escalations with focus on client satisfaction and loyalty. Measured by: Client NPS, contract extensions, stakeholder mapping

Thought Leadership – Embed thought leadership into communications with clients in order to establish TAPFIN and ManpowerGroup as a market leader across the staffing industry and talent consulting networks. In partnership with the Strategic Sourcing Advisor, offer customized workforce solutions to the clients by collaborating across teams/brands to leverage the full suite of TAPFIN and ManpowerGroup solutions. Immerse in knowledge of the client’s business, deliver unique insights and solutions that accelerate the client’s business outcomes (ideally, utilize a Challenger framework to both teach and tailor a solution for the client, with TAPFIN and ManpowerGroup uniquely qualified to deliver on it).

Required:

• Sales: 5+ years sales, account or relationship management for a solution or in a professional services industry, including managing a portfolio of key accounts.
• MSP: Knowledge and experience in MSP and/or workforce management programs.
• Management: 3+ years of people or project management.

Nice to Have:

• Education: Bachelor’s degree or equivalent experience .
• Experience working in a global complex/matrixed environment .
• Challenger methodology experience.

Success Enablers:

• Executive Relationship Skills: Highly effective at demonstrating value at Senior Executive level and building strong trusted relationships.
• Seeks New Business: Embraces the challenge to expand account base; designs methodologies to unearth and accelerate potential business opportunities; highly adept at the discovery process of uncovering client needs and sharing product or service benefits; unwilling to settle for the status quo when bringing in new business.
• Is Profit Conscious in a Management Role: Works to understand and control the key factors that influence profit production and prioritizes accordingly, does not become distracted by issues that don’t influence the bottom line.
• Takes Initiative: Demonstrates a willingness to act on problems or opportunities without prompting. Prepares alternatives so the outcome is not jeopardized by unexpected barriers.
• Focuses on Quantitative Results: Judges effectiveness by tangible, quantitative results. Derives personal satisfaction from accomplishing measurable outputs, including the design and execution of the inputs that lead to outcomes.
• Advises Client: Deepens knowledge of account information and consults with clients to help them get the most out of our solutions and their talent management strategies/ decisions, including sharing expertise about World of Work trends impacting them. Demonstrates patience and a willingness to repeat or reinforce ideas and information to ensure effectiveness.
• Is a Savvy Negotiator: Understands and anticipates needs and evaluates requests. Explores alternatives and positions to reach outcomes that gain all individuals support and acceptance. Anticipates reactions and prepares in advance.
• Makes Joint Sales Calls: Accepts a supporting role in the sales process for potential new clients and sets level of involvement in accordance with the need of the primary salesperson. Uses joint sales calls as opportunities to coach, share expertise and motivate others to learn. Regularly assesses individual and group competence while remaining focused on closing the deal. Develops referenceable accounts who speak highly of their experience with TAPFIN and the impact on their businesses and careers.
• Makes Formal Presentations: Shares information in an exciting and memorable manner and enjoys group presentations. Responds and adjusts based on audience cues and reactions.
• Collaborates to Achieve Results: Values different points of view and leverages the capabilities and knowledge of others to ensure the best outcome is achieved for our clients and for the organization.
• Has High Learnability: Seeks out continuous skills development to learn new skills and to adapt to new market or industry trends and technologies.

About TAPFIN

TAPFIN is a leading managed service provider (MSP) dedicated to the innovation and delivery of integrated workforce management solutions worldwide. TAPFIN's customized, scalable MSP solutions for contingent and project-based spend are instrumental in driving process, performance and productivity improvements across the client organization, while providing visibility, predictability, risk mitigation and overall cost reduction. Part of ManpowerGroup Solutions, the outsourced services offering from ManpowerGroup, TAPFIN offers a complete suite of workforce management solutions that fully leverages a blend of global expertise and local knowledge. For more information, visit www.tapfin.com.

ManpowerGroup is proud to be an equal opportunity affirmative action workplace. We celebrate diversity and are committed to providing an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, citizenship, marital status, pregnancy (including childbirth, lactation and related medical conditions), age, gender, gender identity or expression, sexual orientation, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status.

A strong commitment is made by each employee and is necessary to ensure equal employment opportunity for all. ManpowerGroup is an inclusive workplace that will recruit, hire, train, and promote persons of all job titles, and ensure all other personnel actions are administered without regard to non-merit-based characteristics of individuals.

Reasonable accommodation during the interview process can be provided. Contact talentacquisition@manpowergroup.com for assistance.