Senior Director - Client Services - Connecture - Farmington

Job description
The Senior Director, Client Services has overall responsibility for the success of multiple, enterprise-wide software projects. This includes coordinating and monitoring projects from initiation through delivery, and ensuring all contractual targets and requirements are met. The Project director is responsible for all resources assigned to client projects, primarily by managing the work efforts of managers including: hiring, firing, performance appraisals, pay reviews, and career counseling.

This position is required to work with staff throughout Connecture and with business partners to ensure overall engagement objectives are met, and serves as an escalation point between client executives and Connecture. The Senior Director position can expect to be at the client’s site an average of 30% of the time and interoffice travel another 10% of the time.
The essential responsibilities of the Senior Director, Client Services are described below.
General:
Uphold exemplary customer service from sales transition, to project implementation, to customer support

Manage the client services manager(s), application development manager(s), and team lead efforts, ensuring the success factors of each project are met:
Project plan, project variance, and project delivery
Change control
Issue and risk escalation
Client satisfaction
Co-manage the client relationship with the Sales Executive
Continuously develop stronger client relationships at the project-sponsor level
Inspire customer confidence and influence to invest further in ongoing partnerships with Connecture
Client Management:
Spend considerable time with the client community as a hands-on, “go-to” point of contact responsible for client satisfaction from contract execution through customer support
Support the manager(s) in developing and delivering weekly internal and external client status reports
Direct the customer support effort to ensure proper resolution of all critical defects to ensure SLA compliance and overall client satisfaction
Direct weekly client Project and Customer Support status meetings
Provide monthly summary status report to senior client management consolidating project(s) status
Identify significant issues and own responsibility for ensuring resolution
Ensure deliverable quality and SDLC compliance
Support the Account Executive in scheduling and coordinating client visits to ensure client facing meetings occur on a monthly basis
Project Management:
Support project managers in project planning, estimation, and resource identification while following Operation standards
Lead the management of profit targets for the client relationship
Ensure that their team follows Connecture's SDLC process, change control policy, time reporting process, and financial controls
Provide direction during weekly internal project status meetings
Communicate resource status during Connecture staffing meetings
Enter time into time reporting software by deadline set by Connecture PMO
Change Control:
Manage all project delivery and customer support efforts subject to change control including enhancement and maintenance change orders
Coordinate delivery to client along with the Sales Executive (responsible for ensuring signature and managing contractual implications)
Director and Sales Executive Coordinated Efforts:
Coordinate and distribute client satisfaction questionnaires
Coordinate and participate in monthly internal and external steering committee meetings
Support the Sales Executive in follow-on sales opportunities
Support Sales in new sales opportunities
Connecture Management:
Manage all Connecture resources assigned to the client line(s) including project staffing and career growth
Lead the overall staffing for the client relationship
Support Client Services and Operations in improvement and communication of Connecture’s SDLC process and organization direction
Support Connecture managers regarding staff development, morale and overall project challenges
Enforce administration of project reviews, performance reviews, and employee promotion and compensation for all resources aligned to the client line
Participate in core product development strategy sessions
Assume responsibilities as assigned by VP, Client Services or SVP Operations

Desired Skills and Experience
Bachelor’s Degree Computer Science, Information Science, Engineering, Business, or Communication
15+ years of experience with systems integration, and/or Client/Server system implementation and support
10+ years of prior health insurance, general healthcare or general insurance experience
7+ years of project management experience AND 2+ years of Connecture project management experience (Project Manager and Senior Project Manager level experience)
7+ years of management experience
5+ years of Internet software management experience
3+ years of experience in senior project management, budgeting, financial and organizational governance
2+ years with presales experience
Master’s degree in Computer Science, Information Science, Engineering, Business, or Communication preferred
Senior management experience within a professional services firm (Big 4 or other equivalent experience) preferred
PMP Certification preferred
Enterprise Resource Planning (ERP) implementation experience (e.g. Peoplesoft, SAP, Oracle, etc.) preferred
Health & Life defined benefit plan administration experience preferred
General web application development knowledge preferred

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