Client Retention and Growth Executive
2 weeks ago
We are a leading Global Business Process Outsourcing company, providing personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. As a Director of Client Success, you will play a critical role in driving strategic client relationships, ensuring satisfaction, retention, and revenue growth across multiple accounts. This role requires a high level of expertise in customer care, cloud services, and emerging technologies relevant to the BPO industry.
The ideal candidate will have a proven track record in managing enterprise-level clients, ensuring retention, and driving revenue growth. You will be responsible for overseeing and guiding the Client Success team in meeting production goals, driving performance improvements, and managing key account strategies. Additionally, you will lead business reviews, strategic planning sessions, and quarterly client meetings, presenting performance metrics and growth opportunities.
You will also be responsible for partnering with Operations, Quality, Training, Talent Acquisition, Workforce Management, and IT to ensure seamless service delivery and issue resolution. Furthermore, you will identify opportunities for revenue growth, contract expansions, and new service offerings, collaborating with Sales and Business Development teams.
Main Responsibilities:
- Develop and implement client success strategies to enhance customer experience, optimize service delivery, and exceed contractual expectations.
- Oversee and guide the Client Success team in meeting production goals, driving performance improvements, and managing key account strategies.
- Lead business reviews, strategic planning sessions, and quarterly client meetings, presenting performance metrics and growth opportunities.
- Partner with Operations, Quality, Training, Talent Acquisition, Workforce Management, and IT to ensure seamless service delivery and issue resolution.
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