Client Services Director

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 client’s 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 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, 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
• 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

Company Description

Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s 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 .