Director, Client Strategy

Title: Director, Client Strategy

Reports to: President, North America

FLSA Status: Exempt

Job Location: Orlando, FL or Washington, DC area

About: Fortress US is part of the global Fortress group that provides fan engagement technology to more than 160 sports teams, leagues, properties and entertainment venues across the world. We provide technology that facilitates access control, loyalty program administration and mobile payments.

We are a dynamic and nimble company with a family vibe. While we work hard, we also get the opportunity to be part of and attend lots of cool sports and entertainment events.

Position Summary: Fortress US is seeking an experienced, service-oriented professional to serve as our Director of Client Strategy. As the Director of Client Strategy, you will oversee the development and implementation of strategic plans for the company’s clients in North America, identifying growth and upsell opportunities, and managing a team of Customer Success Managers. We need someone who will roll up their sleeves, develop an in-depth understanding of our business and industry, and help the company meet its goals. You also have to be able to juggle lots of things at once, be a natural and thoughtful problem-solver, and be excited to apply and develop your customer relations skills around our highly customized solutions!

We are looking for someone who motivates others through a positive professional attitude; exhibits integrity, reliability and leadership; and is able to provide exceptional service with a sense of urgency, practicality and accountability. You will also be expected to make key decisions, challenge the status quo, and foster creativity among your team members. This is a great opportunity for a highly motivated self-starter to be part of a fast paced and fast growing sports technology company!

This position will be based in either our Orlando, Florida office or our Arlington, Virginia office (which is outside of Washington, D.C.). If you do not already reside in one of these areas, you must be willing to relocate. Travel up to 25% of the time should be expected.

Essential Duties And Responsibilities

Department Management

• Oversee and manage the Customer Success Department
• Establish annual goals for the department and monitor progress towards achieving them
• Train and develop team members to perform their roles well
• Create a positive, collegial culture within the department
• Prepare and adhere to annual budgets
• All other related duties as assigned
  
  

Customer Success & Growth

• Ensure the timely and successful delivery of Fortress’ solutions according to client needs and objectives, ensuring, among other things, that Fortress is delivering its contracted scope of work each year
• Help existing clients expand their programs and launch additional modules
• Ensure that Customer Success Managers are setting realistic, long-term goals for each client
• Help Customer Success Managers identify areas for client growth and establishing proper ROI metrics
• Periodic travel to client sites to build/maintain relationships and identify areas for growth and service improvement
  
  

Communication & Reporting

• Stakeholder management: build and nurture strong advisory relationships with key external and internal senior stakeholders including senior, executive management in both the US and the UK
• Develop and maintain processes to ensure strong internal communication of client needs/opportunities
  
  

Qualifications

A successful candidate will be a self-starter with a proven track record of leadership and customer service. Other required qualifications include:

• A bachelor’s degree in a communications or business management-related subject
• Significant experience with high-level customer service
• Demonstrated leadership skills
• Excellent management skills and a demonstrated ability to successfully lead a team
• Detail oriented, organized and good at documenting things
• Ability to work collaboratively with others both internally and externally
• High-level, complex project management skills preferred but not required
• Excellent written and verbal communication skills
• Proven ability to working on multiple projects simultaneously
• Basic understanding of event operations in the sports and entertainment industry preferred, but not required
• Proficiency with the Microsoft Office suite (Word, Excel, Outlook, Adobe and Visio)
• Ability to travel for work up to 25% of the time
  
  

Physical Requirements

• Frequent communication both verbal and written, using computers, devices, and phones.
• Regular interaction with staff, management, clients, external consultants, and similar stakeholders.
• Frequent standing, sitting, and moving within the workplace.
• Use vision and hearing to identify, observe, and assess.
• Heavy daily use of personal computer and phones to complete essential job functions.
• May drive a vehicle if needed.
• Occasionally lifts and moves material or objects weighing less than 20 lbs.
  
  

Compensation And Benefits

• Competitive compensation plan
• Health Insurance with complimentary employee-only coverage options and generous contributions toward dependent coverage
• Dental and Vision Insurance
• Employer-paid Life Insurance, AD&D and LTD coverage
• 401(k) with a generous match
• Paid time off
• Paid family and medical leave
  
  

The information contained in this job description is not exhaustive of all the duties and responsibilities, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. At the discretion of management, duties and responsibilities may change due to reasonable accommodation or other reasons at any time.

All qualified candidates will receive consideration for employment without regard to race, class, religion, country of origin, political belief, disability, age, gender identity, sexual orientation, protected veteran status, or any factor protected by law.