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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 Senior Director – Client Services is responsible for driving client satisfaction, retention, and growth through strategic account leadership and operational excellence. This role ensures consistent execution of client deliverables, performance expectations, and long-term partnership strategies.
The position focuses on managing and expanding relationships with high-profile clients, including a key healthcare account, by aligning service delivery with client objectives and enabling sustainable business growth.
Principle Accountabilities (Key Result Areas)
Maintain and strengthen relationships with assigned strategic client(s), ensuring alignment on goals, performance expectations, and deliverables
Ensure daily execution of all client commitments, including operational performance, service delivery, and contractual obligations
Drive client satisfaction, retention, and expansion by identifying growth opportunities aligned with client strategic objectives
Lead account strategy, including development and execution of client account plans focused on revenue growth, operational excellence, and long-term partnership value
Monitor account performance, proactively identify risks or issues, and implement solutions to ensure consistent delivery and client success
Partner with cross-functional leaders and Directors to support account management, client reviews, and business development initiatives including RFPs and renegotiations
Oversee financial performance of client accounts, including budgeting, forecasting, and ensuring alignment with company financial goals
Ensure operational practices and processes are standardized, compliant, and aligned with company directives and regulatory requirements, particularly within heavily regulated industries
Lead, develop, and manage high-performing teams, including hiring, performance management, coaching, and succession planning
Establish productivity metrics and ensure optimal resource utilization to achieve business and client objectives
Represent Client Services in cross-functional initiatives and strategic projects
Drive continuous improvement initiatives to enhance operational effectiveness and client outcomes
Support broader company initiatives and ensure alignment with organizational strategy
Attributes & Attitude:
Strategic thinking.
Financial acumen.
Operational excellence.
Client partnership / relationship building.
Problem-solving.
Strong communication and executive presence.
Leadership and coaching.
Independence and adaptability.
Proactive mindset / ability to anticipate client needs.
Job Qualifications:
Minimum 5+ years of Client Services experience.
Minimum 3+ years in a Director or Senior Director capacity.
Proven experience in the BPO / outsourcing industry.
Experience managing high-profile client accounts, ideally in regulated industries.
Strong financial acumen, including budgeting, forecasting, and revenue growth ownership.
Strong background in operations, client management, and business strategy.
Proven leadership and people management experience.
Strong written, verbal, analytical, and communication skills.
Ability to travel as needed based on client/business requirements.
Nice-to-Have Experience
Healthcare industry experience (strongly preferred).
Experience in heavily regulated environments (healthcare, insurance, financial services).
Experience supporting RFPs, contract renegotiations, and account expansion initiatives.
Workforce planning / resource utilization experience.
Advanced Excel and PowerPoint skills.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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