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Global Head of Client Services

2 months ago

Dearborn, Michigan, United States Percepta Full time
Job Overview

The position of Senior Global Director, Client Services is pivotal in steering the client services team towards delivering outstanding customer satisfaction. This role demands effective leadership to assist the team in reaching financial objectives and operational excellence, while continuously enhancing processes and contributing to the overall growth of Percepta.

Role Responsibilities

The Senior Global Director will:

  • Guide and develop a team of client service managers, fostering a culture of professional growth and high performance.
  • Allocate accounts strategically, providing necessary support and motivation to enhance team engagement and productivity.
  • Establish and nurture relationships with key stakeholders to secure ongoing business and explore growth opportunities.
  • Evaluate client feedback and service metrics to pinpoint trends and areas for enhancement, implementing improvements to elevate service quality.
  • Lead strategic discussions during account reviews, offering value-added solutions to maintain and expand the existing client base while boosting satisfaction with the Percepta brand.
  • Oversee the formulation and execution of client service protocols to uphold superior customer satisfaction standards.
  • Act as the Voice of the Customer within the organization, collaborating with internal teams to create consultative solutions that address complex client challenges.
  • Coordinate with sales, marketing, and product development teams to ensure alignment with client needs and market demands, differentiating Percepta from competitors.
  • Manage the budget for the client services department, ensuring efficient resource allocation to maximize client satisfaction and departmental efficiency.
  • Develop and implement strategies for crisis management regarding client issues, ensuring prompt resolution and minimal disruption to client operations.
  • Provide input on key success metrics that align Percepta's objectives with those of clients.
  • Achieve financial targets, including contractual bonuses, revenue generation, and expense management.
Supervisory Duties

The role includes:

  • Offering guidance and motivation to promote peak performance.
  • Engaging in client escalations, contributing to improvement plans, and communicating actionable strategies to clients.
  • Preparing the client services team for internal reviews with executives to validate strategies and gather new insights.
  • Providing innovative leadership during strategic business reviews with clients.
  • Ensuring reliable forecasts related to existing business and growth opportunities.
  • Administering company personnel policies and adhering to staffing standards and training recommendations.
  • Conducting interviews, hiring, and establishing performance development plans for colleagues.
  • Creating and maintaining a positive work environment.
Qualifications

Education: A bachelor's degree from an accredited institution is preferred.

Experience:

  • A minimum of ten years in BPO outsourcing, with at least five years in a leadership role managing a client services team.
  • Demonstrated sales acumen, critical thinking, and the ability to develop solutions.
  • Proven success in nurturing relationships with existing clients and influencing purchasing decisions.
  • Experience in crafting and delivering effective proposals and presentations to decision-makers.
  • Evidence of consistently meeting or exceeding revenue targets.
  • Experience in a dynamic, fast-paced environment.

Skills:

  • A winning mindset with a strong focus on results.
  • In-depth knowledge of the automotive and mobility markets.
  • Comprehensive understanding of Percepta's service offerings and competitive landscape.
  • Ability to lead and collaborate effectively with teams and clients.
  • Exceptional communication skills, both verbal and written, including presentation abilities.
  • A team-oriented approach, capable of handling conflicts and challenges in a professional manner.
  • High integrity, sound judgment, and commitment to follow-through.
  • Experience in contact center sales and operations.