Senior Director Client Services

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. 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. Find a job you'll love today

Position Purpose:

The Senior Director - Client Services executes the Company's strategy related to new business development and client satisfaction by directing and supervising activities, initiatives, and programs that create new business opportunities, drive growth, and achieve client satisfaction and retention.

The Senior Director will be responsible for managing all aspects of client engagement for clients within the
animal health or pet care vertical
. The Senior Director works closely with all internal teams to ensure program delivery is appropriate, timely, and accurate, and serves as the client's advocate.

Principle Accountabilities (Key Result Areas)

• Serve as primary point of client contact and coordinates program delivery

• Manages a domestic team of professionals that may be operating locally or in centers around the country, and ensures that operational practices and processes are standard and company directives regarding procedures and compliance are adhered to in all operational disciplines

• People Management responsibility which includes hiring, setting and monitoring individual performance objectives, performance appraisal process, and providing regular feedback and coaching

• Develops productivity metrics for domestic teams and achieves optimum productivity through the adherence to standard processes and effective utilization of resources

• 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

• Identifies and implements process improvements for operational effectiveness, for clients teams, based on client specific requirements whilst adhering to broader operational effectiveness goals, including technology requirements

• Supports broader company initiatives and company decisions in all areas

• Represents Client Services as necessary on cross-functional projects and teams

• In partnership with the Directors, establish and maintain long-term relationships with clients within the established jurisdiction

• Proactively supports development of client relationships and attends meetings and reviews as required. This includes providing support to Directors in account renegotiations including Requests for Proposals (RFP), from current clients

• Accountable for achievement of all designated goals and objectives in the areas of premier service, operational effectiveness, revenue generation and other success factors

• Creates department budget and achieves operating expense targets

• Establishes and maintains client account plans and ensures that action steps are implemented to achieve results in the areas of client satisfaction and retention, expansion of services, utilization of supplier network

• Monitors all issues that impact the account and proactively addresses issues and identifies solutions

• Collaborates with peers to ensure that consistent operational practices are in place on all domestic and regional teams

• Other duties as required/requested

Attributes & Attitude:

Creates Customer Focus

• Leads execution of customer focus into organizational strategic imperatives and metrics

Cultivates Collaboration

• Holds self-accountable and coaches leaders to build a culture that fosters and reinforces productive internal relationships across the organization

Develops People and Culture

• Leads the organization in a way that builds and protects our culture

Drives Business Excellence

• Enables leaders to embrace key business processes that reduce risk and enhance business performance.

Shapes the Future

• Identifies future opportunities to add value and differentiate within own division

Job Qualifications:

• College degree in business, marketing, advertising, real estate, or related degree and/or equivalent experience in client services, operations, or sales

• Proven experience managing large accounts within the BPO or outsourced solutions sector

• Proven experience supporting clients in the pet health, pet care, or healthcare provider sectors

• Demonstrated proficiency in written and oral communication skills

• Ability to handle priority issues quickly and decisively

• Ability to analyze data, prepare reports, and participate in operations and quarterly business reviews

• Strong capability to coordinate and build relationships with internal resources

• Strong attention to detail

• Outstanding organizational and follow-up skills

• Ability to multi-task

• Highly flexible

• Ability to travel as needed

• Project management training or certification a plus

• Commercial, financial, and client relationship management experience a plus

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If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.