Director of Client Services

Responsible for directing the qualification, selling, negotiation and implementation of new business opportunities with existing clients. Act as a Customer Advocate regarding existing client solutions.

Responsibilities

Expand business footprint with existing clients.Align Company short- and long-term strategies with client to maintain and expand revenue.Oversee all contract renewals and negotiationsPresent Company solutions based on understanding of client's business issues.Act as a strategic manager for internal Company resources as well as client contacts to successfully negotiate, close and implement new business.Work with internal teams to structure value proposition to clients.Lead negotiations to ensure Company best interests from a business issue and legal perspective.Provide leadership and support in crafting client proposals.Provide guidance on key deal assumptions such as call volumes, service levels and other critical metrics necessary to build proposals.Meet with sales leadership to craft personal development strategy on a regular basis.Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations relating to job duties.Knowledge, understanding, and compliance with company policies and procedures.Participation in Company Programs must meet minimum performance standards.Accountable for all decisions, actions, and directives with respect to job responsibilities.Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.Follow up in a timely manner to ensure customer satisfaction.Provide feedback to management concerning possible problems or areas of improvement.Make recommendations to implement improved processes.

Qualifications

Bachelor's Degree or equivalent in relevant work experience.5-7 years client management and/or combination of client management and call center operations experience required. 1-3 years supervisory experience preferred.

Knowledge, Skills, Abilities & Other Characteristics

Proven track record in solutions-based relationships and demonstrated creativity in analyzing and identifying solutions.Industry knowledge of interaction centers and specific business verticals.Ability to work in partnership with all levels of the organization and client management.Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and organize work in a multi-tasked environment.Ability to maintain the highest level of confidentiality.Ability to adapt to a flexible schedule.Proficient personal computer skills, including Microsoft Office.Exceptional interpersonal, written, and oral communication/presentation skills.Ability to direct and motivate others in a team fostered environment.