Senior Director of Client Relations
3 days ago
The Senior Director of Client Relations will be responsible for overseeing the overall client relations strategy, ensuring operational effectiveness, and driving revenue growth and client retention.
Key Responsibilities- Lead the region and/or teams according to the company's values, ethics, and parameters.
- Establish and maintain client account plans, ensuring action steps are implemented to achieve results in client satisfaction and retention, expansion of services, and utilization of the supplier network.
- Accountable for achieving all designated goals and objectives in operational effectiveness, revenue generation, and other success factors.
- Proactively support the development of client relationships and attend meetings and reviews as required, including providing support to directors in account renegotiations, including RFPs from current clients.
- In partnership with directors, establish and maintain long-term relationships with clients at a global strategic level.
- Identify and implement process improvements for operational effectiveness, for client teams, based on client-specific requirements while adhering to broader operational effectiveness goals, including technology requirements.
- Create 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.
- Work closely with clients to assess any concerns about the planned program and associated business objectives.
- Perform client performance analysis and develop optimization plans with operations; recommend actions around process delivery enhancement.
- Strong communication and negotiation skills.
- Ability to build relationships with clients, partners, and stakeholders at all levels.
- Align individual goals with organizational goals.
- Ability to manage multiple complex projects simultaneously.
- Highly responsive and have a solution-oriented mindset.
- Customer focus and good understanding of business cycles, budgeting, and financial management.
- Masters/Bachelor's Degree in Management, Business, or Marketing.
- 10-12 years of pertinent experience in Client Services/Account Management within the BPO/Contact Center/Customer Experience industry.
- Proven success in effectively managing client relationships and accounts within the Property & Casualty insurance sector.
The anticipated base salary range for this remote position is between $160,000 - $200,000. In addition, Everise provides benefits including medical coverage, dental, vision, disability, 401k, and paid time off. Depending on the specific role, compensation may also include commission earnings and other benefit programs. The actual compensation package may vary based on factors such as skill set, experience level, and candidate's location.
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