Tres Commas is an experienced BPO provider with knowledge and expertise across multiple industries. Powered by cutting-edge technologies and adeptly trained, multilingual staff, our call center services perpetually deliver exceptional customer support and impressive sales results for our many global partners.
29 червня 2022

Client Service Director (вакансія неактивна)

віддалено

Tres Commas is an outsourcing company. Currently we are looking for Client Service Director for our partner.

Key Responsibilities

Client Relationship Management
Ensuring client satisfaction hits and exceeds business targets.
Driving and supporting Account Teams to maintain high level client relationships, attending meetings where required.
Keeping abreast of client strategy and priorities in order to act as advisor and mentor for Account teams.

Strategic Client Support
Advising and supporting Account Teams to ensure projects delivered exceed client expectations.
All projects are produced within the company brand and to agreed service levels.
Project content has a strong connection to client’s strategic and business objectives

Account Management & Development
Building and developing lasting relationships with our existing and target clients.
Ability to grow existing client accounts through client-specific business development plans.
Support the BizDev Director with targeting and securing new clients.

Process and Quality Control
Supporting the COO and ensuring their account teams are working towards same company’s goal.
Driving process improvement and efficiencies to ensure continual development of operating systems and procedures.
Ensuring highest quality of execution in everything the account teams produce to ensure client satisfaction exceeds targets.
To flag up to COO any inconsistencies in process or quality control.

Business development
Full responsibility for hitting business development targets with client portfolio.
Actively seeking new connections within key clients and attending client functions/ events to network.
Full visibility of client projects being accurately forecasted and updated

New Business
Working with BizDev Director to support marketing and new business campaigns. Attend new business meetings where appropriate.
Responsibility to lead new pitches and allocate resource for pitches and new business wins.
Ensuring pitch meets with the client’s requirements and strategy and is in line with our brand proposition.

Reporting
Producing monthly reports to show progress against business objectives and other management issues. ·

Line Management
Strong leadership and performance management ensuring account teams perform at a high level.
Supporting and enabling staff to develop through training and regular communication including probationary meetings, appraisals and other performance related meetings.

Strategy
Actively keeping abreast of current industry trends and competitor and client activity.
Bringing to the board’s attention any new opportunities, ideas or suggestions that will aid in the progress towards the company vision.

Communication
Supporting the COO in cascading key information and stories.
Ensuring conversations with clients filter down to account team where necessary.

Training and Development
Support the COO in seeking new training opportunities for the Account Teams where appropriate to ensure staff continue to develop and perform at their best.
Mentoring role within the account teams to help individual development.

Company Culture
Demonstrate the company values and live and breathe the brand behaviors.
Encouraging others to get involved and feel part of the team to help maintain and uphold the company culture. Take an active part in team meetings and activities.
Having a voice and sharing ideas.

Skills
Outstanding interpersonal skills — excellent presenter and confident at communicating at a senior level including facilitation
Experienced networker and relationship builder
Organizational skills and attention to detail
Good stress management
Autonomous — taking ownership and responsibility
Strategic thinker — ability to rise above, read the market and anticipate change
Strategic business planning and goal setting
High-level reporting
Decision maker
Leadership — leads by example, establishes trust and respect. Ability to performance manage teams
Driver of change through teams
Financial acumen: reporting and forecasting
Resource allocation and planning
Flexible — ability to adapt in the moment and responsive to change
Creative and dynamic — think outside the box, challenge the norm
Ability to work in a team
Ability to see projects through
Computer literate
Advanced English

Requirements
Significant (3+years) experience in a senior management or executive level position
Strong marketing thinking and understanding of the communication disciplines
Exemplary client service skills with the ability to maintain and extend client relationships
Excellent time management, numeracy skills and attention to detail
Well-developed inter-personal skills and experience in interacting with senior stakeholders
Fluent, clear and articulate in verbal communication with the ability to convey interest and enthusiasm when presenting
Assertive and able to take charge of a situation when appropriate with the ability to lead, motivate and influence others
Proven leadership experience managing teams and coaching and mentoring individuals