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Job Title: Director of Client Services


Job Duties:

Scribbles Software, LLC in Pineville, NC is seeking a Director of Client Services to direct project flows and manage the installations of software solutions for school systemsand government agencies.

Job responsibilities and duties include:

  • Control and direct project flow.

    • Gather project plan details from the project management team and assemble into a project plan.
    • Develop and maintain the project staffing plans, actively working out issues in theplan.
    • Develop and maintain project reports as assigned such as weekly project status reports, resource planning reports, risk management reports, and other management reports as required.
    • Maintain project tracking logs such as actions, issues, minutes, anomalies, PSTs, problems, change, and risk, schedule. Coordinate Meetings/Workshops for projectteam.
    • Develop Project Presentation Materials.

  • Determine project process.

    • Reviews project requests to determine goals, time frames, funding limitations, procedures for accomplishing project, staffing requirements and allotment of resources.
    • Assesses proposed projects against institutional technical architecture and policystandards.
    • Keeps project requestor updated throughout the analysis, discovery and decisionprocesses.

  • Manage employees.

    • Hires, develops, evaluates and disciplines staff in accordance with company policy, and provides for effective staff development opportunities in accordance withdepartment requirements.
    • Responsible for creating succession plans for positions in department.
    • Provides timely sharing of knowledge and updates to the team.
    • Supports team building among employee service employees.
    • Establishes a metrics-driven and employee-focused culture within the team.
    • Responsible for establishing KPIs, tracking and improving employee servicesperformance.

  • Customer Service.

    • Establishes and maintains relationships with key stakeholders (specifically: Sheriff'soffices, schools, and Registrars of Deeds systems).
    • Establishes close relationships with Scribbles production team, the Scribbles partners, and sales and marketing personnel to effectively resolve client and systemmanagement issues.
    • Report customer service performance metrics to company's stakeholders relating to: average speed of answer, abandoned call rate, first contact resolution, andpercentage of cases resolved.

  • Lead sales efforts for new products that are available to existing customers.



  • This position will supervise a team of five (5) professionals (Client Services Representatives).

    REQUIREMENTS:

    No degree plus 2 years of experience in the job offered or in any related position(s). Qualified candidates must also have demonstrable knowledge, skill, experience, andproficiency in the following: 1.Document Management Solutions. 2.Process Management & Workflow. 3.SaaS Document Management. 4.Hosted Services. 5.Document Scanning Solutions. 6.Offsite Document Storage. 7.Disaster Recovery and Backup Solutions.

    Additional Information:

    Job Site: 10617 Southern Loop Blvd., Pineville, NC 28134.