What are the responsibilities and job description for the Director of Client Relations position at Auburn?

Position Details

Position Information

Requisition Number	S2622P
Home Org Name	Client Relations
Division Name	Assoc Vice President Facilities
Position Title	Director of Client Relations
Job Class Code	NB28
Appointment Status	Full-time
Part-time FTE
Limited Term	No
Limited Term Length
Job Summary	Rare opportunity to positively impact clientele across campus with Auburn University Facilities Management, a team dedicated to providing world-class customer service! Reporting to the Assistant Vice President for Client Relations, we seek a Director of Client Relations who will lead the Client Experience Program, focusing on the intersection of the client perception, analytics, and approach for elevating the overall client experience. This leader will oversee the planning and execution of the process improvement program to transform Facilities Management culturally, procedurally, operationally, and strategically to ensure we remain a value added partner to our clients. They will oversee four key areas which include the management of client accounts, a team of client account managers, voice of the client program, and client experience related to the process improvement program. Why Should YOU Choose Auburn University? Auburn University was named a "Best in Alabama" employer by Forbes! Our employee longevity speaks for itself, with employees staying an average of ten years. Competitive state benefits including retirement plan vesting at 10 years of service, generous leave accrual, and parental leave opportunity. Auburn University tuition assistance for yourself and your dependents. Employees can take 15 hours of classes for free, and dependents receive a 50% tuition waiver. About Facilities Management: Facilities Management employs more than 450 talented individuals who are responsible for the coordination of construction, maintenance and infrastructure of the historic AU campus. Our team take great pride in delivering high quality and on-time customer service! Visit to learn more about the engagment and influence of the Director of Client Relations across Facilities Management. It's a Lifestyle: The Auburn/Opelika area is a page right out of Southern Living magazine with an idyllic small-town feel, perfecting a unique balance between a close-knit community and driving consistent growth and development. Paralleling the exponential growth of Auburn University, the Auburn/Opelika area boasts services and amenities that cater to any interest. We're proud of our top school systems, city services, award-winning restaurants, and the infectious spirit of life in a college town. You can find us nestled halfway between the beach and the mountains in a lower-cost-of-living area, two hours outside of Atlanta or Birmingham. If you're new to Auburn, we'd love to introduce you. If you're already acquainted with Auburn, we'll keep it simple: it's time to come home! Our Commitment: Auburn University is committed to a diverse and inclusive campus environment. Visit auburn.edu/inclusion to learn more about our commitment to expanding equity and inclusion for all.
Essential Functions	Leads client account management by building and nurturing long-term, positive relationships across multiple client accounts with vice presidents, deans, department heads, directors, and other Auburn University leadership. Monitors, synthesizes, evaluates, and reports on performance of client accounts including projects, work orders, client feedback and overall satisfaction, all used to help identify trends in recurring issues, opportunities for improvements, and training needs to improve the client centered culture. Leads client account manager programs by directing the work of a network of individuals who are assigned to several different client accounts and over 800 buildings. Leads Client Account Managers to improve quality and frequency of communications between clients and Facilities Management regarding status of clients' work to solve problems and to act as the clients' advocate with Facilities Management. Leads Voice of the Client Program by planning and executing the strategic and comprehensive collection of client feedback through multiple channels including: Facilities Management performance metrics, one-on-one meetings, survey program, client meetings, focus groups, emails, phone calls, online reviews, social media, face-to-face communication, and others. Leads a Facilities Management-wide client survey program using multiple mediums, various client organizational levels and interaction types, and assembles a summary of results, trends and performance gaps to be reported to the Facilities Management leadership for action. Leads Client Experience Process Improvement Program which involves leading the delivery of process innovation and continuous improvement initiatives across multiple departments within Facilities Management. Acts as the lead change agent fostering culture of sustainable change through creation and embedding of systematic process improvement methodologies and the supporting framework to deliver business transformation. Actively facilitates client-centered mindset and culture and offers strategic tactics (actions, training, communications) to help Facilities Management provide a superior client experience. Responsible for delivering the best client experience possible and working cross-functionally and collaboratively with multiple departments and multiple Directors, Assistant Directors, and hundreds of personnel within Facilities Management. Leads the development of a network of client leadership across campus to include Deans, Department Heads, Directors, Assistant Directors, Coordinators, and Administrative Support to develop relationships, gather input, and stay abreast of FM's reputation. Oversees four key areas to include management of client accounts, a team of client account managers, voice of the client program, and client experience related to the process improvement program.

Minimum Qualifications

Education:
Bachelor's degree

Experience:
7 years of experience in leading or managing the client experience or a facility operations function (e.g., Maintenance, Utilities, Custodial/Service Contracts, Landscape Services or Information Technology), managing the design and construction of facility projects, or implementing or managing facility IT projects and systems with a successful track record of customer service and influencing processes and behaviors. At least 2 years of experience directly managing and supervising full-time employees.

Minimum Skills, License, and Certifications

Minimum Skills and Abilities	Thorough knowledge of best practices and theories related to facilities management including construction, projects, contracts, program management, maintenance and custodial procedures, utility operations, landscaping and grounds maintenance, and construction practices or thorough knowledge of best practices and methods in client relations, customer service, executing initiatives, and process improvement.
Minimum Technology Skills
Minimum License and Certifications	Valid Driver's License

Desired Qualifications

Desired Qualifications

Posting Detail Information

Salary Range	$86,200-$163,800
Job Category	Executive/Director/Management
Working Hours if Non-Traditional
City position is located in:	Auburn
State position is located:	Alabama
List any hazardous conditions or physical demands required by this position
Posting Date	04/17/2023
Closing Date
EEO Statement	Auburn University is committed to an inclusive and diverse campus environment. Women, underrepresented groups, individuals with disabilities and veterans are encouraged to apply. AUBURN UNIVERSITY IS AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER. It is our policy to provide equal employment opportunities for all individuals without regard to race, sex, religion, color, national origin, age, disability, protected veteran status, genetic information, sexual orientation, gender identity, or any other classification protected by applicable law.
Special Instructions to Applicants
Quick Link for Internal Postings

Salary : $86,200 - $163,800

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