TeamPeople · 4 weeks ago
Senior Director, Live Events & Client Services
Sunnyvale, CA
Full-time
Onsite
Director/Executive
10+ years expTeamPeople is a division of System One dedicated to providing superior customer service. They are seeking a Senior Director of Live Events & Client Services to lead the operational performance and development of the Event Production Managed Service while ensuring client satisfaction and financial optimization.
Staffing Agency
Hiring Manager
Abigail Denver, CDR
Responsibilities
Own the operational client relationship with client stakeholders, acting as the primary contact to foster a long-term, trusted, and highly collaborative partnership
Support and actively guide the service delivery leadership team, providing daily direction, resources, and mentorship to empower them in the successful execution of day-to-day operations and to achieve consistent adherence to all contractual SLAs and KPIs
Lead and own client meetings, defining strategic agendas, driving productive discussions, capturing action items, and ensuring all critical stakeholders are aligned on direction and expectations
Develop and champion the strategic roadmap for event production services, working in partnership with the client to align service growth and capability development with evolving internal needs. Identify needs and write effective business justifications
Champion and drive change management, continuous service improvement, and innovation. Partner directly with the leadership team to develop and implement forward-looking strategies
Act as the senior point of escalation for service delivery risks and challenges, ensuring immediate, transparent, and solutions-focused resolution that keeps client leadership proactively informed
Lead and develop a high-performing team, providing thoughtful coaching, rigorous performance guidance, strategic resource planning, and supporting managers with staff performance management and career pathing
Drive service optimization by identifying systemic service gaps and deficiencies, developing comprehensive action plans, and ensuring their successful, measurable implementation across the operation
Monitor financial performance across the managed service contract, identifying areas for efficiency improvements and ensuring strict adherence to budgetary targets and cost-saving initiatives
Analyze and report on operational metrics, team performance, and service quality in high-impact executive summaries, using data-driven insights to drive continuous improvement initiatives
Deliver Monthly/Quarterly/Annual Business Reviews to senior client stakeholders, clearly articulating delivered value, strategic accomplishments, performance metrics, and forward-looking recommendations
Partner with company leadership and executive sponsors to access relevant best practices, apply cross-contract learnings, and network with other industry managers and emerging talent
Occasional travel, special projects, and other duties as assigned
Qualification
Required
Candidate must be a proven proactive leader and foster collaborative environments
A phenomenal listener and an excellent presenter
Demonstrated expertise in analysing and solving complex problems and an interest in developing new strategies
An overall understanding of production processes is necessary and a strong sense of urgency in solving customer requests to ensure timely resolution is critical
Strong analytical and problem-solving skills related to service and contract management
Strong research and data analysis skills, coupled with ability to translate information to generate impactful reports and recommendations
Strong people skills. Sensitivity and tact in dealing with staff/partners/clients at different levels
Strong manager, coach, and leader with exemplary personnel supervisory skills and abilities
Well-organized and capable of handling multiple assignments on tight deadlines
Demonstrated program, project, and budget management
Proficient with standard MS Office applications and G-Suite. Knowledge of existing and developing software solutions for enterprise business management, and project management. Capable of generating client-facing documents and business presentations
Commitment to excellence, ongoing education and to the mastery of their craft
10+ years' related work experience in a program or project management position, preferably in digital/interactive content, video production, or live event services
5+ years' experience in a senior level management or operational management role
Experience working internationally, or across multi-venue campuses
Bachelor's Degree in Information Technology, Communications, Digital Media, Business, or related field required
Preferred
MBA
CTS
PMP
ITIL Certification
Benefits
Health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
Company
TeamPeople
From the highly creative to the intrinsically technical, our passion is building successful communications teams world-wide with our flexible and scalable approach.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-09-11Acquired
Company data provided by crunchbase