Position Summary:

The C2 Group’s Client Experience Director plays a primary role in leading the business’ project management and client service focused team. The Client Experience Director’s team consists of Customer Success, Delivery (Project Management) and Production/Capacity Management. This critical role advises on project delivery best practice, driving a “no surprises” mantra in all client communications. This role also has a focus on delivery efficiency, ensuring a continuously prioritized workflow and allocation of resources throughout the software development lifecycle. Given the wide ranging nature of our delivery, responsibilities will focus on leading the day-to-day production team as well as representing that team in key client interactions.

The C2 Group is located in Grand Rapids, Michigan. We support a flexible and remote work environment. Our preference for this position will be candidates located in Michigan allowing for occasional trips to Grand Rapids.

About C2:

The C2 Group builds, integrates, and delivers business-critical web solutions that get the most from technologies, tools, and teams. Our primary focuses include UX/UI design, web and application development, cloud hosting, and ongoing support.

Core Values:

  • Intentional – Intent drives how we engage our work and interact with others. Deliberate action, focus, willingness, empathy, and staying calm under pressure each exemplify being intentional. We seek to be purposeful in our actions and thoughtful in our delivery.
  • Enthusiastic – Enthusiasm shapes our actions while demonstrating knowledge, passion, and confidence. Our work requires maintaining a realistic and positive vision for the future. Whether it’s in service to team or task, we look to engage with a positive focus and energy.
  • Low Ego – Maintaining a low ego provides the right context for serving others. While we are all talented and unique contributors, we realize success is ultimately a team pursuit. We aspire to be accountable, receptive to feedback, and team-oriented.

Accountabilities of the Client Experience Director:

Lead, Manage, and hold the reporting team Accountable

  • Support and promote the company values and culture
  • Recruit, reward, and recognize employees
  • Provide the necessary training opportunities, tools, and resources for the team’s success
  • Lead, coach, and manage direct reports
  • Give clear direction in weekly team checkpoints
  • Conduct individual “same page” reviews with direct reports
  • Manage performance feedback in quarterly conversations and annual performance reviews

Drives project management process and standards

  • Drives process improvements for the Delivery Team, incorporating best practice to define a methodology that best supports C2’s work and clients
  • Builds optimization process to track impact of project post launch as a means of identifying future work
  • Standardizes scope communication, management and reporting standards
  • Recommends project methodologies to engage per account.
  • Applying a critical path mentality to project execution

Point of escalation for customer service issues

  • Act as a team point of escalation for project or client obstacles
  • Assisting team members with day-to-day decisions regarding approach and priorities
  • Serve as C2 advocate in client project process/status conversations
  • Establish and maintain account level leadership voice for key project focused accounts

Customer experience survey ownership

  • Engage with clients on a regular basis to understand client satisfaction with the delivery of work
  • Execute client surveying based on status in the project lifecycle, reporting back to internal team and clients
  • Encapsulate client survey feedback into operational improvement plans

Inform project strategy/project plan in support of sales

  • Establish standard for project plan to be utilized across projects
  • Support shaping new offerings as called for through process improvements
  • Bridge the process between sales and operational execution to ensure smooth handoffs for both the C2 team and the client

Maintain account based measurements of project/work health

  • Establish measurements for client health in C2’s portfolio, evaluating the health of projects and accounts in an ongoing basis
  • Understand and track project success against client goals

Maintain capacity management against effective hourly

  • Assist managers with key resource-based decisions
  • Serve as a tie breaker when resources are needed in different engagements
  • Initiate and sustain key partner relationships vital to providing resource flexibility
  • Manage outsource partner relationships
  • Balance project, recurring service, and unplanned resource needs to define team focus

Experience:

  • Proven passion for technology and/or the software development lifecycle.
  • Five (5) or more years of experience leading project management/delivery activities for a service organization within the technology industry.
  • Five (5) or more years of experience leading client-facing activities, deliverables, and strategy.
  • Three (3) or more years of experience leading a team of direct reports, specifically managers.