Director of Client Services

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Director - Client Services is responsible for managing all aspects of one or more assigned programs. The Manager serves as primary client interface for day-to-day communications and commitments relating to the delivery of Everise solutions and is responsible for effective resource management and accurate forecasting of program profit and loss. Works closely with all internal teams to ensure program delivery is appropriate, timely and accurate. Serve as the client’s advocate. Position reports to VP Client Services.

Job Responsibilities:

• Serve as primary point of client contact and coordinates program delivery
• Provide input to develop corporate and business unit strategies for account
• In conjunction with senior management help set client expectations in a professional and effective manner,
• Support day-to-day activities for the client program
• Manage client satisfaction and achievement of client specific KPI’s
• Collaborate with other team members to resolve client issues, problems or concerns on a timely and cost-effective basis
• Proactively use business experience and skills to identify new opportunities to enhance or extend relationship with client by providing additional solutions or services
• Assist in management of program profitability and performance metrics. Includes budgeting, forecasting, monitoring actuals, pricing/packaging of new offerings, accounts receivable management, invoice preparation and Service Level Agreements
• Suggest modifications to internal processes as needed for financial control
• Ability to work in a team environment and matrix organization and work remotely from team
• Help ensure that operational procedures are in place
• Participate in development and integration of Technology Solutions
• Serve as the client liaison for security to ensure appropriate customer access to client utilized systems and solution components
• Help establish high-level plans for software upgrades, migrations, and implementations

Qualifications:

• 5-10 Years experience in global BPO strategy/management
• Ability to handle priority issues quickly and decisively.
• Ability to analyze data, prepare reports, and participate in operations and quarterly business reviews.
• Strong capability to coordinate and build relationships with internal resource
• Strong attention to detail
• Outstanding organizational and follow up skills
• Ability to multi task
• Highly flexible
• Ability to travel as needed
• Bachelor’s degree in related field from a four-year college or university with two to three years related experience; or Equivalent combination of education and experience.
• Project management training or certification a plus
• Commercial, financial and client relationship management experience a plus

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.