Director of Client Services

Job Description


The director of client services role supports the enterprise by providing strategic client objectives, maintaining and building relationships with clients, and providing exemplary service to the client through operations implementation and technology implementations. The director of client services will be an advocate for their client while continuing to understand the strategic needs for the company.

We are looking for an individual who understands the current marketplace and is well versed in healthcare trends, BPO services, and consumer engagement technology. The following roles and responsibilities will be required of the individual:

• Client advocate
• Working closely with the client to identify and review key performance indicators
• Educate the client on company needs, protecting the interests of the company while simultaneously understanding and managing to the needs of the client
• Continue to learn and understand the client's industry and market standards in this field
• Create and manage an escalation process with the client and company executives

Relationship Responsibilities

• Work to set realistic expectations with the client
• Frequently and effectively communicate with the client and internal executives, building deep and effective relationships
• Determine client pain points and priorities for the business - proactively work to solve those issues and provide solutions in conjunction with operations
• Understand the competitive and changing regulatory landscape. Stay abreast of changes in the industry and marketplace

Financial Responsibilities:

• Manage the overall client/account P&L, ensuring responsible financial management and delivery of account margin expectations
• Manage budgets and deliver programs within projected costs, including developing cost estimates, business cases and ROI models with the financial planning team
• Analyst financial statements and present financial justification for strategic recommendations

Client Management and Growth:

• Create an account plan and review it monthly with the client services team as well as the executive team
• Determin growth opportunities and work with the company to strategically cultivate business

Client Strategy:

• Work to create a quarterly business review presentation and present to client and company executives on performance trends, growth strategies, and lessons learned
• Transform quality of service through innovative change (technologically and operationally)
• Coordinate resources within the company to meet client requirements
• Manage Shared Services
• Work with finance team to create yearly budgets and forecasts
• Meet with workforce management team to forecast resource needs and communicate those needs to operations
• Track results vs. forecasted needs (determine ROI)
• Stay in sync with training and quality team in regards to ensure client expectations are being met

Administrative:

• Invoice tracking, review and approval
• Contract Negotiation and Governance
• Create client presentations and company presentations (KPI improvements, action plans, updates)
• Written and verbal updates to client team as well as executive team
  

Minimum Requirements

Experience Requirements:
Bachelor’s degree from a four year college (Masters preferred) or equivalent work experience. Five years of client services experience.

Abilities:

• Financial forecasting and budgeting
• Solving issues and conflict resolution
• Ability to practically reason with client and company
• Experience in Microsoft office Suite (Word, Excel, PowerPoint, Project)
• Writing capabilities
• Ability to work with clients from various industries and build strong relationships
• Aptitude for effectively negotiating with clients
• Matrix management skills
• An individual who is able to create a network in the marketplace and has the gift of deepening all relationships he or she makes
• Candidate needs to have a knack for selling and growing current business and constantly seeking new business
• Capability to drive year over year growth financially for the account he/she manages
• The ideal candidate will want to develop new skills by learning from senior leaders and others in the market place
• We are looking for an account manager who is not just managing day to day activity, but is looking to mature and develop the account
• Capability to generate trust and faith from client and the business
• A friendly approachable demeanor and strong work ethic is a must