Director of Client Services

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What does a Director of Client Services do? Think of yourself as someone who will play a direct role in the operational growth, change, and innovation of the business with strategic initiatives.

You will constantly monitor your team's growth. As you tackle your new tasks for the day, you know that it will lead to one thing: that you will impact and witness first-hand the company's annual goal of 100% revenue growth year after year.

As a  Director of Client Services, you will:

• Manage one or two strategic campaigns and as needed non-strategic accounts, both new and existing, through the client lifecycle;

• Ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the teams' performance;

• Manage a team of three or more client services managers with roll-up responsibility for their campaigns;

• Manage regional office responsibilities;

Furthermore, you will have the following responsibilities:

Client Management (30%)

• Conduct weekly/monthly/quarterly business reviews;

• Be a proactive conduit in reporting progress/activities to/from clients and facilitate communication between internal teams regarding client needs; and

• Conduct face-to-face meetings with clients, wherever they are, to effectively manage the accounts. With the ultimate aim of becoming a trusted partner for clients, you must understand their needs, desires and what is important for them to succeed. 

Financial Management (25%)

• Achieve annual top-line revenue generated by campaign as forecasted, gross margin % month/month as forecasted by finance; and 

• Grow headcount, revenue and margins on accounts. As needed, lead contract negotiations during the lifecycle of the contract.

Communication (20%)

• Charm and influence people across the world;

• Provide actionable feedback for improvement/course correction internally and externally. Comfortable influencing across teams/stakeholders; and

• Professionally present to groups and 1/1 and hosts engaging client visits

Operational Management (15%): 

• Demonstrate an attitude where they roll-up-their-sleeves and handle issues that arise. Achieves expectations for their team's contribution to the Contractual KPIs for each account. 

• Reaches the Customer Satisfaction Score of 8+

• Responsible for administration of internal/external reporting requirements. 

Strategic Management (10%): 

• Strategize with clients to ID opportunities for growth

• Lead internal teams to ensure we have focus on long and short-term objectives

• Identify risks and provide solutions that allow for innovation and change

• Brainstorm with management/peers for best practices

• Continuously drive performance enhancement and drive real value initiatives for clients.

Do you have what it takes to become a Director of Client Services?

Requirements:

• Bachelor's Degree, MBA (preferred)

• 5+ years experience in a consulting and/or account management role or 5+ years experience in managing customer care, call centers and/or back office operations preferred

• Responsible for a P&L or Budget of at least $20MM

• Driven to self improve and extend spheres of knowledge and influence

• Someone who's practical and action oriented

• Someone who has the ability to sell and be persistent and aggressive

• We need someone who must be able to inspire and persuade people 

• Someone who's willing to work long hard hours, weekends

• Someone with the ability to travel up to 40% of the time. Standing and sitting for sustained periods of time, at least 50%

• Close visual acuity to perform an activity such as preparing and analyzing data and figures, transcribing, viewing a computer terminal, extensive reading.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL