Executive Director of Client Relations
4 weeks ago
Elevate customer experiences for people around the world as a member of the Everise family. As a global experience company, we believe in being people-first, celebrating diversity, and incubating innovation. Our dedication to our purpose and people is recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our growing wall of Best Place to Work awards demonstrate our investment in our culture. We celebrate all cultures for their uniqueness and strengths, and 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.
Position Purpose:
The Senior Vice President - Client Services will be responsible for overall client relations, operational effectiveness, revenue generation, and client retention. This role will lead the region and/or teams according to the values, ethics, and parameters outlined.
Key Responsibilities:
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 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 and 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 and 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 and have a solution-oriented mindset.
Customer focus and good understanding of business cycles, budgeting, and 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 Healthcare sector.
What We Offer:
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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