Associate Client Director

Who We Are

The Center for Creative Leadership (CCL) is a top-ranked global provider of leadership development, training, and solutions servicing a global customer base. From team-builders and problem solvers to creative thinkers and transformational visionaries, our people are the drivers behind our business. At CCL, you’ll have an opportunity to contribute to our mission of building better leaders and a better world. You will feel challenged and inspired while collaborating with a global team of thought leaders, practitioners, researchers, and partners. We share a collective passion for contributing to our clients’ success, helping our teammates and colleagues grow and making a real difference in the lives of people around the globe.

General Summary:

The Associate Client Director will play a key role in strategic client retention, growth, quality and profitability in APAC. The role has overall responsibility for managing client relationships with focus on growth of assigned accounts, ensuring an integrated leadership solution experience for the client.

The role incumbent will also ensure the design of solution architecture and delivery of simple solutions to meet the quality standards of CCL, while working in multi-disciplinary teams on more complex solutions that require significant customization. The Associate Client Director also supports sales and innovation opportunities and effectively manages &/or qualifies leads.

Principal Duties & Responsibilities: 

Client Relationship Management:

Manages a portfolio of clients and is responsible end to end for the growth, retention, quality and profitability of the clients in his/her portfolio. Is accountable for revenue and margin on the client portfolio, as well as for NPS and retention rate. Actively networks in client industries/markets. Engages with different stakeholders at the client, analyses new and emergent needs, and acts as a trusted advisor in leadership development towards the client. Is responsible for costing, solution design and implementation, timely and qualitative delivery, and client profitability.

Portfolio Design and Delivery Management:

Complex Solutions: Works in partnership with assigned solution designers and Lead Faculty to ensure high quality innovative solutions are presented to the clients Simple Solutions: independently proposes solutions to the clients, partners with designers to contextualization of the program design. Ensures proper resourcing for these programs. Presents proposed solutions to the clients during sales pitches/client review meetings, with support from Faculty whenever needed. Works in partnership with assigned implementation manager or producer to implement new projects and manage operations of the active engagements. Has general expertise in all fundamental areas of individual, team and organizational leadership development. Develops one or two specialist areas of expertise and thought leadership on top of the general expertise. Is responsible for planning talent/resources and ensures compliance with costing.

Specific Knowledge, Skills & Abilities Required: 

Customer-centered Portfolio Knowledge: Exhibits a good understanding of the CCL solutions portfolio as well as relevant third party IP. Demonstrates a keen ability to stay knowledgeable about the learning and development industry, sharing key learnings with the team members so enhancements can be made internally. Seeks and maintains an understanding of trends in the industry to identify opportunities for enhancing future CCL solutions. Business & Financial Acumen: Strong business acumen and experience working in a high growth, fast-paced, multi-product environment. Ability to translate business strategy into functional/operational plans and apply knowledge to the critical components of the function required. Highly developed financial, analytical and quantitative skills. Holds an enterprise-wide focus and understands the different business lines. Outstanding knowledge of essential business and financial targets. Problem Solving Skills : Performs analysis of solution options to choose those that are best for the organization in the long run. Confirms that the solution eliminates recurrence of the problem and drives successful closure of issues. Makes other stakeholders and leaders aware of the issues so that course corrections can be made. Readily accepts difficult problems and approaches them with a “can do” attitude. As appropriate, engages other stakeholders in the problem resolution process so that the best resolution can be accomplished quickly and effectively. Client Focus & Consulting Skills: Views their work through the client's lens to ensure the best possible outcome for our clients. Is able to organically advance the stakeholders conversation into commercially- advantageous areas, naturally relaying examples and anecdotes to help direct the conversation. Frames discussions to elevate group thinking, helping stakeholders see or recognize new points of alignment. Is able to create neutral ground for stakeholders to deliberate. Is able to anticipate, prepare for, and ultimately handle out-of-scope concerns that stakeholders raise, helping customer stakeholders maintain proper focus. Is generally accepted by the customer as a member of their team (a voice of reason and authority on the subject matter), evidenced by the customer viewing the seller as an arbitrator of debate. : Demonstrates that he/she can successfully work with a variety of customers with different working styles. Effectively explores customer concerns and issues to get to the root need and discuss options and ideas to reach the best outcome. Translates customer requirements for less experienced Design team members, providing additional context so that the team members better understand the situation and how CCL can meet or exceed the customers expectations. Communication Skills: Extremely articulate verbally and in writing. Listens, speaks, and writes clearly and consistently for maximum impact even complex messages. Ability to influence and diplomatically advocate a point of view with both internal and external customers when situation requires a strong voice. Ability to say no when appropriate. Listens to the ideas and concerns of others and develops an understanding of how their ideas relate to broader aspects of the business; as appropriate, takes action to address their concerns. Seeks out input from multiple perspectives so that he/she has additional context for issues and opportunities. Negotiation: Maintains focus in difficult negotiating conversations, preserving rapport and constructively addressing conflict. Learning Agility: Willingness to learn from experience. Seeks out experiences that may change perspective or provide an opportunity to learn new things. Enjoys experimentation, being curious and effectively dealing with the discomfort of change. Pursues, responds to and uses feedback. Views failures and mistakes as an opportunity to learn. Focuses on what is possible, removes barriers. Is persistent, focused, patient, and respectful even during stressful situations. Adapts to ambiguous and changing situations. Digital Skills: Use the appropriate technologies (e.g., social media, learning platforms, data platforms, applications, systems) at the right time and in the right way to find information, communicate ideas, connect with others, and create new knowledge and other work products. Assess information and judge the quality, relevance, usefulness, validity, and applicability of digital information. Virtual Team Leadership: Strong interpersonal skills; ability to articulate crystal clear expectations; commitment to regular and meaningful communication; willingness to invest in relationships; patience; grant and engender trust easily, create actionable meetings, leverages technology to create connections; collaborative culture builder. Stakeholder, Networking Skills & boundary spanning leadership: Facilitates productive exchange of ideas and implementation of ideas. Mentors others to improve CCL’s practice and enables CCL to deliver improved work. Effectively manages relationships with a large group of internal and external collaborators (associates). Demonstrates a strong ability of exchanging ideas and information with groups as well as individuals that have shared interests, such that long-term relationships are developed for mutual benefit. Self-Organization Skills: Able to create structure and order, boosting productivity, and prioritizing tasks that must be completed immediately, versus those that can be postponed, delegated to another person, or eliminated altogether. Influencing Skills: Thinks through the potential impact of own actions and decisions; manages own behavior to achieve impact and build others’ trust; uses a range of approaches or arguments to convince others. Achieves outcomes beneficial to the majority. Understands others' perspectives and provides clarity in ambiguous situations.

Benefits

Medical insurance Dental Flexi Benefit Paid time off and paid holidays Employer-paid short-term and long-term disability Employer-paid life insurance

---