Director Client Experience

Description:

We currently have an opening for a Director Client Experience, Asia Pacific and Japan. This role reports to the Managing Director, APJ with a dotted line to the Global Vice President, Client Experience and has overall responsibility for the successful delivery of all projects in the region and the ongoing success of our clients.

The Director Client Experience (CX) is responsible to ensure we deliver the “Copperleaf Experience” during the:

• Initial implementation of our solution;
• Delivery of additional professional services as contracted, and;
• Support period.

(S)he is expected to personify the Copperleaf Culture and in particular, our drive to:

• Provide Extraordinary Client Experiences, and
• Deliver Exceptional Value

The Director of Client Experience is also expected to contribute to the leadership of the worldwide Client Experience team and will work with other team members to support the continued improvement of Copperleaf’s processes and service delivery methodology.

Keys to Success:

Copperleaf sells into an early-stage and growing market in the area of asset investment planning and management. To be successful in this dynamic and changing environment, the ideal candidate will:

• Understand and put into action the Copperleaf culture
• Possess strong individual consulting skills
• Continually develop expertise in the asset management domain, in decision analytics, in the business and technical challenges of our clients’ vertical markets and in the capabilities of the Copperleaf software suite.
• Have a great ability to motivate a team
• Possess the ability to innovate to create high value
• Possess the ability to think laterally on the fly
• Have a passion for recognizing opportunities that would enhance the value of Copperleaf’s solution
• Have experience contributing to and supporting sales pursuits to prospective and existing clients
• Be a fast learner, open to new ideas
• Be totally focused on the success of our team, partners and clients
• Communicate well with clients, partners, sales, marketing, and Copperleaf’s leadership team
• Be comfortable with ambiguity as the market evolves

Responsibilities:

Primary responsibility is to create exceptional value for our clients, partners and shareholders through excellence in the delivery of professional service engagements to our clients in the APJ region.

The Director, Client Experience will also be required to occasionally take direct, hands-on responsibility for key projects and to contribute as a principal consultant. This is anticipated to be less than 20% of the total workload for this role. Primarily, this role will achieve success through the development, mentoring and deployment of CX team members. Delegation of workload to achieve scalable systems and processes will be key to success.