Client Services Director

2 days ago

Quezon City, National Capital Region, Philippines Afni Full time $60,000 - $80,000 per year

Duties and Responsibilities:

  • Develop strong business relationships with "key players" in the respective industry and partner with existing clients to understand & align to their strategy.
  • Develop strong partnerships with our clients to assist in growth of new and existing relationships.
  • Ensure the financial performance of client contracts and programs by closely working with clients to adjust as needed.
  • Partner with Client Services team members to analyze and develop innovative ways to minimize cost and create efficiencies in existing & new contracts.
  • Oversee and enhance existing client relationships by continually developing and providing guidance and leadership to the Client Service team members of various accounts.
  • Work collaboratively with the various support groups and Operations teams.
  • Responsible for partnering with Operations to deliver on client performance expectations and Afni internal metrics.
  • Assist in improving campaigns' performance by leveraging insights and driving process improvement activities.
  • Assist in development of marketing materials, RFP's and work on the development and presentation of projects.
  • Sponsor and oversee new project implementations.
  • Partner with Afni IT, Security and RMM team to mitigate risk while ensuring contractual compliance.

Requirements:

  • 5+ years of relevant contact center experience, preferably BPO.
  • Previous account management / client relations experience required.
  • Previous management experience required.
  • Possess exemplary verbal and written communication skills.
  • Analytical and problem-solving skills are required.
  • Strong organizational skills, proactive thinking with a creative and solution-oriented mindset.
  • Demonstrated proficiency with Microsoft Office Suite.
  • Prior experience giving presentations is required.
  • Overnight travel expected.

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