Senior Vice President of Client Relations

5 days ago

York, York City, United Kingdom Everise Full time
Everise: Elevating Customer Experiences

We're a global experience company that believes in being people-first, celebrating diversity, and incubating innovation. Our purpose is to elevate customer experiences for people around the world.

Senior Vice President Client Services Role:

The Senior Vice President Client Services will be responsible for leading client relations, operational effectiveness, revenue generation, and client retention. This role requires a strong leader who can establish and maintain client account plans, ensure action steps are implemented to achieve results, and drive operational effectiveness and revenue growth.

Key Responsibilities:

  • Lead the region and/or teams according to the values, ethics, and parameters outlined.
  • Establish and maintain client account plans and ensure that action steps are implemented to achieve results in the areas of client satisfaction and retention, expansion of services, and utilization of supplier networks.
  • Accountable for achievement of all designated goals and objectives in the areas of operational effectiveness, revenue generation, and other success factors.
  • Proactively support development of client relationships and attend meetings and reviews as required.
  • In partnership with Directors, establish and maintain long-term relationships with clients at a global strategic level.
  • Identify and implement process improvements for operational effectiveness, for client teams, based on client-specific requirements while adhering to broader operational effectiveness goals, including technology requirements.
  • Create an environment for success through regular communication forums, including operational team meetings and strategic leadership meetings with regional directors and managers, including all functional areas within the region.
  • Work closely with clients to assess any concerns on the planned program and associated business objectives.
  • Conduct client performance analysis and develop optimization plans with Operations; recommend actions around process delivery enhancement.
  • Conduct client profitability analysis and optimization recommendations (specifically related to contract/SOW terms and performance).

Requirements:

  • Masters/Bachelor's Degree in Management, Business, or Marketing.
  • 12-15 years of pertinent experience in Client Services/Account Management within the BPO/Contact Center/Customer Experience industry.

Compensation and Benefits:

The anticipated base salary range for this remote position is between $220,000 - $250,000. In addition, Everise provides benefits including medical coverage, dental, vision, disability, 401k, and paid time off. Depending on the specific role, compensation may also include commission earnings and other benefit programs. The actual compensation package may vary based on factors such as skill set, experience level, and candidate's location.

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