Director of Client Services, West Coast
Novations Group, Inc.

 Novations Group Inc., a global, cutting-edge provider of organizational consulting and best-in-class performance solutions, seeks a new Director of Client Services to help build their highly successful sales and services practice by developing new and deepening existing client systems. This dynamic, client-focused manager and sales consultant will work in a collaborative and inclusive team environment to enhance NGI’s impact for building capacity and fostering inclusion among the Fortune 500 and other successful organizations.

Background

Novations Group Inc. (NGI), a recognized leader in best practices in human resources, provides professional consulting, training, and employee assessment and measurement services to increase and strengthen the work capacity of individuals and organizations worldwide. NGI focuses on helping businesses meet their strategic goals and needs by significantly improving the performance of their employees in measurable and sustainable ways. NGI’s team of consultants help transform the productivity of organizations by helping to foster a culture of inclusion that unlocks the hidden talents and capabilities of each individual in order to build capacity and increase levels of job satisfaction among its workforce.

NGI was formed from a number of best-in-class organizational consulting groups applying empirical methodologies to human resources dating back thirty years. In applying these tested solutions, NGI provides their clients with concrete tools and content in a framework tailored to their unique needs. With decades of applied research, NGI has developed the proven tools and techniques for improving the performance of thousands of individuals and companies with exceptional results.

NGI offers talent management and leadership development as well as technology services, particularly to executives and professionals working in the retail, finance and banking, telecommunications, manufacturing, and health care industries. Their major clients include many companies in the Fortune 500, such as Deloitte, Boeing, Pfizer, Microsoft, GlaxoSmithKline, Kraft, Procter & Gamble, Citigroup, DaimlerChrysler, Coca-Cola, Marriott International, Starbucks, Fidelity Investments, and McDonald's.

For more information on NGI, see www.novations.com.

Current Situation

NGI is led by its President and CEO Michael C. Hyter who oversees an executive team of four Senior Vice Presidents in Sales and Marketing, Training, Human Resources, and Product Development and a Chief Financial Officer. Novations employs over 200 dedicated professionals, including more than 100 independent contractors, working together to deliver their unique solutions for increasing overall organizational productivity. The working environment at NGI is results-oriented and client-focused. NGI closely adheres to the principles of diversity and inclusion and offers an open workplace in which all employees are valued and treated with respect and share in creating business success. NGI has its headquarters in Boston, Massachusetts, and has offices in Minneapolis, Minnesota and Provo, Utah. NGI also has international partnerships focusing on the United Kingdom and Latin America.

For over 30 years, the professionals at NGI have helped numerous organizations implement winning talent management strategies. Their robust spectrum of professional services is designed to help grow and sustain every player on the team. NGI’s specific area of focus is in the following key areas: Managing Inclusion & Engagement; Individual & Leadership Development; Coaching & Mentoring; Efficacy for New Employees & Affinity Groups; Individual and Organizational Measurement Assessments; Diverse Succession Planning; and Project Management.

Working in partnership, the NGI’s leadership and diversity and inclusion practices has amassed data from surveys and studies over the past twenty-five years from over 25,000 leaders. This database of knowledge and its Fortune 500 client list make NGI an unparalleled leader in the field of diversity and inclusion. NGI has moved into a new phase of unprecedented growth and is expected to increase its revenues by fifty percent within the next three years. NGI seeks to hire a new dynamic Director of Client Services to help build and manage this period of rapid expansion.


 Specific Role

The Director of Client Services (DCS), an energetic, client-focused sales consultant and manager, reports directly to the Regional Vice President of Sales & Business Development and is primarily responsible for developing new business and deepening existing client relationships. The DCS works closely with NGI’s Client Services Associates, who maintain the logistical aspects of the accounts, and with NGI’s Marketing, Client Support, Consulting, and Training teams. The DCS achieves annual revenue targets through building long-term client relationships and compellingly representing NGI’s full range of training and consulting solutions. The DCS will work mainly from their own residence in a client territory based on a combination of geography and industry, and will be expected to travel frequently to client locations as well as NGI’s U.S. offices.

The new DCS serves as the primary liaison between the client and NGI, prioritizing work in alignment with the needs of the client by listening attentively to them and providing strategies that effectively improve the organization’s productivity. By eliciting information on the organizational structure and its leadership and by probing intelligently to uncover areas of need within, the DCS helps to clarify the goals and business requirements for the client and to identify unexpressed customer needs in overall organizational productivity. The DCS proposes a variety of solutions to the client among their broad array of products and services, works closely with NGI’s teams of experts and consultants, and manages the client relationship to help tailor the programs and solutions for greater customer satisfaction. The DCS builds, cultivates, and expands new and long-term business relationships with clients through frequent communication and regular visits

The DCS works principally in business development, helping to grow existing client systems and identifying new client opportunities through prospective research, continual networking, and building and maintaining client relationships. The DCS sells a variety of training and related services in several areas, including employee development, selection, communication, and diversity and inclusion, in a consultative capacity. The DCS uses available data and metrics to persuade leaders in investing in NGI’s line of solutions. The DCS seeks to exceed monthly, quarterly, and annual sales goals through a balanced mix of key client penetration, new business development, and pipeline development. The DCS provides accurate and timely sales forecast to the Regional Vice President The average sale cycle runs from six to nine months and delivery for new products in an organization can potentially run for up to ten years depending on the complexity and magnitude of a client’s needs.

Other essential duties and responsibilities of the DCS:
 

• Cultivate potential clients through existing business contacts and new contacts to reach influential decision-makers in order to meet revenue goals and deadlines;

• Work effectively with clients who may have diverse perspectives, talents, backgrounds, or styles and encourage others to remain open to, seek, and learn from diverse perspectives and feedback;

• Develop trust and credibility with team members of NGI by completing one’s own share of work, appropriately considering the opinions of others on matters that impact NGI’s effectiveness, challenging proposed actions by NGI staff in a way that facilitates constructive discussion, collaborating with team members to brainstorm creative approaches, and constantly working to overcome obstacles and conflicts that may impact team effectiveness;

• Perform other related duties as assigned by the Regional Vice President of Sales & Business Development.

Major Objectives