Client Services Director
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Role Description
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 clientâs advocate. Position reports to VP Client Services.
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 KPIâs
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, including 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
Experience managing large accounts in a service environment ideally in an outsourced solutions environment
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 resources
Strong attention to detail
Outstanding organizational and follow-up skills
Ability to multi-task
Highly flexible
Ability to travel as needed
Bachelorâs 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
Company Description
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the worldâs biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness!
Learn more at
www.weareeverise.com
.
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