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Sr. Director of Customer Engagement - RPO

United States ● Virtual Req #2737
Monday, July 25, 2022
Cross Country Healthcare is looking for top talent to join our team!  Cross Country Healthcare, Inc. (CCH) is a leader in providing total talent management including strategic workforce solutions, contingent staffing, permanent placement and other consultative services for healthcare clients. Leveraging over 35 years of expertise and insight, CCH solves complex labor-related challenges for clients while providing high-quality outcomes and exceptional patient care. As a multi-year Best of Staffing® Award winner, CCH is committed to excellence in delivery of its services and was the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction.
Responsible for sales enablement and solution architecture for all RPO sales opportunities including identifying the specific client needs/objectives through discovery/intro calls, providing solution options, crafting proposals, pricing and model to drive profitability and influence prospect to engage in a partnership.  
In addition, develop and negotiate contractual terms, redlining of contracts and obtain commitment from potential client.  This role is responsible for the successful implementation of projects, identifying key SLA’s, conducing client business reviews with each customer and driving the success of our program which includes expanding business lines, extending RPO engagement and re-negotiation of contracts prior to end dates. The role will organize, track and pursue a pipeline in coordination with sales and client development teams ensuring all requests are executed.  The objective will be to achieve/exceed placement goals set in the contractual terms, maximizing the effectiveness of RPO service operations. Direct oversight of our implementation/solutioning team. Develop strong partnerships with Sales Success organization, CCH RFP/Deal Desk team, Sr. Director of Operations for RPO and Sr. Director of Delivery for RPO to execute agreed upon terms of engagement.  Work directly with Client Directors to track success of each program and assist with driving success through their teams.      
Sales Enablement and solution architecture for all RPO sales opportunities including identifying the specific client need/objectives through discovery/intro calls, providing solution options, crafting proposals, pricing and model to drive profitability and influence prospect to engage in a partnership. 
Day-to-day oversight of Client Solutions & Success working with other key stakeholders to drive SLA’s.  
Collaboration on projects and production challenges with Sales, Marketing and Sourcing Departments as needed to maximize results
Assess data, metrics and trend of staff to report performance accountabilities
Oversee implementation team during the initial phases of client engagement to set proper expectations from inception of a project.
Track P&L’s to determine profitability per program and drive revenue. 
Cross sell and expand clint relationships during project duration to maximize opportunity.  
Operational assessments and process redesign as needed; drive and execute operational improvements across all designated areas of Client Services RPO. 
Client relationship support responsibilities, including assistance with client relationship management and key account management; track outstanding client issues and drive positive resolutions as requested
Assist in hiring, training, development, and management of designated RPO staff
Facilitate regularly scheduled individual and group meetings with assigned staff 
Collaborate with all divisions and business unit leaders to achieve company initiatives as needed
Travel as required; other projects and duties as assigned
Such other reasonable duties as may be assigned from time to time, with or without accommodation
Ensure operations and processes are in place to meet/exceed recruitment and placement goals 
Work closely with staff and senior management to define, identify and execute initiatives vital to successful service delivery

Bachelor’s degree or equivalent experience
Minimum 3 -5 years’ experience in healthcare or staffing industry
Managed Service staffing experience strongly preferred
Minimum 3-5 years operational management experience (healthcare, recruitment or related service industry preferred)
Excellent communication skills (verbal and written), including negotiations, conflict management and customer satisfaction
Strong analytical, organizational and management skills
Demonstrated success in producing results through managing numbers/metrics, process and attention to detail
Solid experience in service delivery and process improvement 
History of achieving/exceeding goals in a professional services environment
Ability to work effectively with clients at the senior management and C-levels, as well as to manage staff to production results 
Service and solutions oriented; self-starter; creative problem-solver
High energy level: ability to work in fast-paced environment and multi-task many simultaneous demands
Good business acumen (experience in budgeting and management is a plus)
Strong customer focus and commitment to service excellence
Excellent computer proficiency 

 #CB #IND_1 #IND_2 
Cross Country Healthcare offers a competitive compensation and benefits program including: Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance,  401(k) plan, Tuition Assistance, Pet Insurance and Company Stock. 

Cross Country Healthcare is an EEO employer - M/F/Veteran/Disability

Other details

  • Job Family CORP Human Resources
  • Job Function NMGR
  • Pay Type Salary
Location on Google Maps
  • United States
  • Virtual