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Executive Vice President of Client Services

2 months ago

York, York City, United Kingdom Everise Full time
About Everise

Everise is a global experience company that prioritizes people-first, celebrates diversity, and incubates innovation. Our mission is to elevate customer experiences for people around the world.

We're a 4.6/5-rated company on Glassdoor, with a growing wall of Best Place to Work awards. Our dedication to our purpose and people is recognized by our employees and the industry.

Job Summary

The Vice President - Client Services will lead overall client relations, operational effectiveness, revenue generation, and client retention. This role requires strong communication and negotiation skills, ability to build relationships with clients, partners, and stakeholders, and alignment of individual goals with organizational goals.

Key Responsibilities
  • Lead the region and/or teams according to values, ethics, and parameters outlined
  • Establish and maintain client account plans and ensure action steps are implemented to achieve results in client satisfaction and retention, expansion of services, and utilization of supplier network
  • Accountable for the achievement of all designated goals and objectives in operational effectiveness, revenue generation, and other success factors
  • Proactively support the development of client relationships and attend meetings & reviews as required, including providing support to Directors in account renegotiations including RFPs from current clients
  • Identify and implement process improvement 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 about the planned program and associated business objectives
  • Perform Client performance analysis and develop optimization plans with Operations; recommend actions around process delivery enhancement
  • Conduct 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.