Director, Client Experience & Relationship Management

RubinBrown LLP is one of the nation’s leading accounting and professional consulting firms with a commitment to building personal relationships and delivering totally satisfied clients. The RubinBrown name and reputation are synonymous with experience, integrity, and value. We have revenue of approximately $265 million with 1,000+ team members across locations in Chicago, Denver, Detroit, Kansas City, Las Vegas, Mumbai (India), Nashville, and St. Louis.

Our vision is Inspired team members, working as one firm, living our core values, and Being Their Best for Others while delivering totally satisfied clients. Our client experience mindset is to Serve with CARE (Communication, Anticipation, Relationships and Engagement).  Working with the Client Experience Committee, the Client Experience Director will elevate our client experience strategy, lead the CARE mindset for the firm, and champion client experience development and service innovation to ensure every client interaction (internally and externally) reflects our vision. 

 Key Responsibilities: 

• Champion and lead the client experience mindset Serve with CARE (Communication, Anticipation, Relationships, and Engagement)
  • Develop the awareness campaign and roadmap to engage team members with the CARE mindset - including all levels, all departments, all locations, etc.
  • Work with leaders to coordinate a cross-departmental client experience to ensure Serve with CARE is a consistent, high-quality experience from initial contact through long-term relationship retention with all involved service lines.
  • Work with leaders to ensure Serve with CARE is integrated in all team member workflows, engagement processes, and service delivery models.
  • Work with leaders to ensure Serve with CARE is integrated in the partner succession planning process.
  • Design and lead Serve with Care firm-wide training programs for all team members including all levels, all departments, all locations, etc.
  • Work with the marketing team and drive a plan for internal and external branding and communication of the Serve with CARE
  • Develop tools such as a Client CARE Plan and other tools to ensure client experience is delivered.
  • Be a resource for team members to learn, observe and model the behaviors and attitude for success.

• Assist and serve on the Client Experience Committee
  • Assist the Chair of the committee with operational execution including meeting agendas, content, minutes, action items, etc.
  • Serve as a member of the committee, actively participating in meetings and engaging in discussions.
  • Serve as a project manager for committee action items.

• Assist the development, planning and executive of firm strategic initiatives for Client Experience
  • Work with the Client Experience Committee and firm leaders on the development, planning and execution of strategic initiatives.
  • Provide thought leadership and knowledge sharing for Client Experience strategic discussions.
  • Research, recommend, and help implement Client Experience technologies, tools, and processes to streamline and elevate service delivery.
  • Use insights, analytics, and client feedback to drive service improvement initiatives.
  • Serve as a project manager for Client Experience strategic initiatives.
  • Identify and assist with the implementation of performance measures for accountability of Client Experience expectations.

• Lead the Client Satisfaction monitoring program for the firm.
  • Coordinate, schedule, and follow-up on client satisfaction visits for firm leaders.
  • Maintain a robust client survey and feedback process with actionable reporting to firm leaders.
  • Identify and resolve recurring feedback by collaborating across service lines, offices and departments.
  • Serve as an advocate for the client during internal discussions.

• Assist transitions team for client relationships with a primary partner change.
  • Develop client relationship plan and monitor progress.

• All other duties, as assigned.

Preferred Skills & Qualifications:

• Bachelor’s degree in business administration, communications, accounting, finance, or related degree.
• 5+ years of experience serving clients in a professional environment (e.g. professional services, consulting, account management, shared services, etc.)
• Strong presentation skills for formal and informal presentations with both small and large groups.
• Strong relationship building skills for both team member and client relationships.
• High integrity with a passion for servant leadership and organizational culture building.
• Exceptional communication skills, verbal and written.
• Highly organized, able to manage multiple priorities.
• Able to research, learn, and implement client experience tools and technologies.
• Able to work in both strategic and operational responsibilities.
• If not already engaged, willing to become engaged in the Client Experience profession including obtaining a certification, getting involved with professional organizations, etc.
• Experience serving as a point of contact for a vendor where service was evaluated and received is helpful, not required.

Working Conditions

• The typical office hours are 8:00 a.m. to 5:00 p.m. 
• Hybrid work environment: regular in-office presence required based on workload and leader schedules
• Ability to work extra hours as determined by the workload and client expectations
• Travel for this position will require regular visits to our office locations for in-person meetings in each market.
• Ability to sit for long periods of time
• Ability to move throughout office
• Ability to lift, carry, push, pull up to 30-50 pounds
• Ability to speak English to communicate with clients, team members, etc.