Director of Client Services

The 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
• Work with client to identify and review key performance indicators
• Ensure strong messaging to protect the company to the
client, but at the same time understand the needs of the client
• Continue to learn and understand client industry and market standards
• Create and manage an escalation process with client and company executives

Relationship Responsibilities
• Work to set realistic expectations with the client
• Frequently and effectively communicate with client and executives, building deep and personal relationships
• Determine clients pain points and priorities for the business – help solve what keeps them up at night
• Understand the competitive and changing regulatory landscape

Financial Responsibilities:
• Manage the overall client/account P&L, ensuring responsible financial management and delivery of account profit expectations
• Manage budgets and deliver programs within projected costs, including developing cost estimates, business cases, and ROI models with the Financial Planning
Team.
• Analyze financial statements and present financial justification for strategic recommendations.

Client Entanglement and Growth
• Create an account plan and review it monthly with client services team as well as executive team
• Determine 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
• 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
• Contraction 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
• Supervisor Responsibilities


Ideal Candidate Profile
• 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