Job Summary The Director of Client Services is responsible for the day-to-day client relationship for assigned accounts as well as the leadership and development of assigned Account Managers.
The individual in this position works hand in hand with their clients to understand their business needs. Collaborates and coordinates with internal groups and departments to ensure that those needs are met or exceeded.
Duties / Responsibilities
Provides overall account leadership including coordination of internal support resources to deliver on client's needs and expectations.
Accountable for financial health and performance of Accounts, including Revenue, Gross Margin, and full P&L responsibility.
Ensures complete understanding and compliance with all account specific contractual requirements.
Understands client business needs, participates in solution development and effectively communicates solutions
Directly manages assigned Account Managers and indirectly leads operational and support group personnel.
Partners with Operations counterparts to ensure client KPI performance and complete program ownership.
Espouses the Teleperformance values in every interaction.
Will be handling multiple sites. Qualifications : Bachelors Degree required; extensive, directly related experience may be considered in lieu of education
5 plus years experience in a client facing role, responsible for overall relationship development and ownership
5 plus years in a contact center leadership position.
Measurable experience in managing and growing profitable, satisfied accounts and / or relevant client side experience
Proven account management, analytical, and problem solving skills
Strong negotiation skills
Excellent written and oral communications skills
Strong relationship building skills
Strategic counselor to clients at a senior level
Proven day-to-day leadership for assigned direct staff