Director Client Services

6 days ago

Charlotte, United States iQor Full time

Job Summary:

Responsible for the iQor Customer Experience and overall relationship for assigned Key and Base account(s) within the Banks/Financial Services vertical. This includes ensuring the Client(s) is ecstatic with the services and results provided to them by iQor, would highly recommend iQor to others, and is willing to do more business with iQor. More specifically the Director of Client Services partners with their Operations peer to enhance the relationship with the Client(s), leads the communication with all iQor and Client stakeholders, and acquires new business opportunities with the existing Client(s) by understanding Client goals and potential problem statements within their current business. The Director of Client Services will participate in contract reviews and provide input, facilitate and attend Operational business reviews, and understand the Client-owned strategic objectives and how iQor contributes to success in those areas. This individual must be able to successfully lead and influence in a rapidly changing, complex business environment with a significant multi-national employee population.

Key Responsibilities:

Client Relationship Management:

Act as the primary point of contact for medium-sized Client(s) and resolve complex issues or escalationsBuild and maintain strong relationships with Client(s), ensuring their needs are met and exceededConduct regular Client touchbases and reviews, and monitor action plans to address any concerns or opportunitiesOwns the creation, review and approval of all contract documents governing business between iQor and their Client(s)Responsible for negotiating contracts and ongoing cost adjustments

Business Retention

Working with business stakeholders, complete risk assessments on the existing operations and drive mitigation plans to decrease business attrition and create a stable base to grow new business from

Business Development:

Identify opportunities for account growth to drive new business within the existing Client relationshipDevelop proposals and presentations for potential clients or existing Client(s) expansionsParticipate in strategic planning and contribute to the overall growth strategy of the companyResponsible for meeting the financial/pricing objectives set by the company and achieving the financials approved that support the contracted price model

Strategic Leadership:

Develop and implement Client growth strategies to achieve company goals and enhance client satisfaction.Set objectives and key performance indicators (KPIs) for the continued satisfaction and growth expectations of the Client(s)Collaborate with Senior Executives to align Client Services strategies with broader business objectives.

Team Collaboration:

Partner with the Operations team to fully understand the Client(s) product, systems, and various programs worked for the Client(s)Attend regular performance reviews and provide constructive feedback to Operations team membersPartner with internal groups, such as:Operations to make data-driven decisions to improve outcomesTechnology to provide CX and DX solutions toward Client challengesSales and Marketing to assist with RFP responses, enhance service offerings, and drive additional revenues for the CompanyLegal to assist with contract maintenance, verbiage, and negotiationsEscalate concerns and/or potential issue that may jeopardize Client satisfaction or may discourage growth with the Client

Reporting and Analysis:

Prepare and present regular reports on Client Services performance, client satisfaction, and other key metrics to Senior Leadership.Analyze data to identify trends, challenges, and opportunities for improvementOwns monthly review of actual financial reports including a detailed variance analysis where there is a difference to a locked forecast or a recent weekly indicator. This includes the review and analysis of the Profit and Loss statement and the Balance Sheet.

Qualifications:

Bachelor’s degree in business administration or advanced degree preferred5+ years of experience in Client Services or Account Management, with at least 2 years in a Senior Leadership roleApplicable previous experience in a large BPO organizationProven track record of successfully managing and growing Client relationshipsStrong strategic thinking and problem-solving skillsExcellent communication, negotiation, and interpersonal skillsAbility to work collaboratively with cross-functional teams and Senior ExecutivesExperience with CRM systems such as Salesforce and other relevant software tools

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time.

Domestic Travel

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