Job Posting: Vice President of Client Success

Associa Colorado team has an exceptional opportunity for a performance-driven leader who wants to serve as a mentor to their direct reports, a leader for the entire Colorado team, and serve as an operational, client and industry ambassador for Associa Colorado.  

The VPCS role is focused on ensuring all clients receive excellent service from Associa and reports directly to the Branch President. The role requires a balance of customer service, communication, business analysis and emotional intelligence skills. The successful candidate must be highly experienced in community management, self-initiating and possess the skill to deploy resources, diffuse conflict and find solutions that result in loyalty, long-term relationships and growth for the branch.   Utilizing and analyzing multiple sources of client and manager feedback, both objective and subjective, to identify issues and trends, the VPCS will assist all levels of the organizations as needed to ensure clients and managers are satisfied and retained.

Responsibilities:

• Collect objective and subjective client feedback with systematic method
• • Solicit, review, analyze and act on client feedback, via all sources, with appropriate branch level leaders and executive team members to help drive continuous improvement and implement process enhancements
  • Proactively communicates and works with high-value clients to ensure satisfaction
  • Initiate, execute and follow up on service recovery plans, informing and actioning with BP, VP, Directors and other appropriate team members.  
  • Serve as point of contact to manage all escalations and resolution from initiation to close out  
  • Serve as leadership point of contact on initial escalation from Boards or Owners informing and actioning with BP, VP, Directors and other appropriate team members to secure positive client resolution. 
  • Initiate Board of Director check ins for proactive client relationship and inform and action with BP, VP, Directors and other appropriate team members any required actions to ensure client satisfaction.  
  • Prepare reporting with relevant data and information covering:  SRP Process accounts, Upcoming actions, Acct loss themes, Client Escalation/Review Tracker (+/- Week over Week). This report will be provided to the BP and VP by COB on Thursday
  • Implement and manage the Covey “Loyalty Program”, to align with the purpose and objectives of Associa’ s 5-star Customer Service Model. 
  • Present reporting results at leadership meeting, along with action items and assignments 
  • Partner with Ops/HR for new team on-boarding to train new hires on Client tools and touches.
  • Partner with Accounting to ensure financial deliverables are on time and accurate for all high touch financial clients.
  • Conduct quarterly On-Site GM Round Table Forum on an established cadence
  • Establish and Implement Board Training Series for both existing and prospective clients
  • Create and maintain Board communication e-zine or ABC campaign and content
  • Manage the Reputation.com, Google, Yelp and Branch reputation platforms and tracking
  • Work in partnership on client contracts with CAM, Director, and President to secure renewals 
  • Work in partnership with Sales and with the President on new client acquisition presentations
  • Liaison with Operations and the Client On-Boarding process to ensure a positive client experience.
  • Participate in client communications during transitions 
  • Implement and manage branch Key Result Area’s (KRAs) program

Required Experience/Skills:

• 5+ years of experience in client-facing role
• 5+ years of experience in Community Management industry
• Ability to influence others to stated outcomes
• Strong empathy for clients, manager support with a passion for business success 
• Analytical and process-oriented mindset
• Excellent communication and presentation skills
• Demonstrate ability and desire to work and excel in fast-paced environment
• Well-organized, with a high attention to detail and ability to prioritize

Apply online here

Job Posting:  Accounting AR / Assessments Manager 

The Highlands Ranch Community Association is seeking a full-time Accounts Receivable / Assessments Manager to oversee the invoicing and collection of homeowner dues for nearly 33,000 homes and businesses.  The Assessments Manager will be responsible for following and enforcing the HRCA collection policy and will be the key point of contact for legal counsel for accounts in collections. The Assessments Manager will supervise a team of 3 individuals and will coordinate closely with the IT Manager and Accounting Manager. This position will report to the Finance Director. 

Minimum Requirements:  Five to seven years employment in an accounts receivable / assessments related position with related knowledge of GAAP accounting principles and practices as applied to accounts receivable.  Strong organization skills, attention to detail, and ability to multi-task.  Excellent verbal and written skills with the ability to concisely express summaries and conclusions in written and oral formats.  Responsive to homeowners and outside business contacts.  Computer literate with working knowledge of Windows Operating System, Microsoft Excel, Word and PowerPoint and NetSuite (or similar cloud-based accounting) software.  Prior supervisory experience a plus along with the ability and desire to lead and develop a cohesive team.  Bachelor’s degree in Accounting is preferred.  This is a full-time position with competitive compensation and benefits including medical, dental, vision and 401K to name a few.  Salary range is $60,000.00 – 75,000.00 dependent upon qualifications.  Must pass a pre-employment background and drug screen.  Please submit an application online at www.HRCAonline.org/jobs with a cover letter and resume.EOE