Executive Vice President of Client Services

1 month 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. As a member of our team, you'll be part of a company that's recognized for its commitment to culture and employee satisfaction.

Position Overview:

The 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, and drive results in client satisfaction and retention.

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, utilization of supplier network
  • Accountable for the achievement of all designated goals and objectives in the areas of operational effectiveness, revenue generation, and other success factors
  • Proactively supports the development of client relationships and attends meetings & reviews as required, which includes providing support to Directors in account renegotiations including RFPs from current clients
  • In partnership with the Directors, establish and maintain long–term relationships with clients at a global strategic level
  • Identifies and implements process improvement for operational effectiveness, for client teams, based on client-specific requirements while adhering to broader operational effectiveness goals, including technology requirements
  • Creates 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
  • Works closely with the Clients to assess any concerns about the planned program and associated business objectives
  • Performs Client performance analysis and develops optimization plans with Operations; recommends actions around process delivery enhancement
  • Conducts Client profitability analysis & optimization recommendations (specifically related to contract/SOW terms and performance)

Requirements:

  • Strong communication and negotiation skills
  • Ability to build relationships with clients, partners, and stakeholders at all levels
  • Align individual goals with organizational goals
  • Ability to manage multiple complex projects simultaneously
  • Highly responsive & have a solution-oriented mindset
  • Customer focus & good understanding of business cycles, budgeting & financial management
  • Masters/Bachelor's Degree in Management, Business or Marketing
  • 10-12 years of pertinent experience in Client Services/Account Management within the BPO/Contact Center/Customer Experience industry
  • Proven success in effectively managing client relationships and accounts within the within the Property & Casualty insurance sector

Compensation & Benefits:

The anticipated base salary range for this remote position is between $160,000 - $200,000. 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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