Client Services Director

Duties and Responsibilities:

 

• Develop strong business relationships with “key players” in the respective industry and partner with existing clients to understand & align to their strategy. 
• Develop strong partnerships with our clients to assist in growth of new and existing relationships. 
• Ensure the financial performance of client contracts and programs by closely working with clients to adjust as needed. 
• Partner with Client Services team members to analyze and develop innovative ways to minimize cost and create efficiencies in existing & new contracts.
• Oversee and enhance existing client relationships by continually developing and providing guidance and leadership to the Client Service team members of various accounts.
• Work collaboratively with the various support groups and Operations teams.
• Responsible for partnering with Operations to deliver on client performance expectations and Afni internal metrics.
• Assist in improving campaigns' performance by leveraging insights and driving process improvement activities.
• Assist in development of marketing materials, RFP’s and work on the development and presentation of projects. 
• Sponsor and oversee new project implementations.
• Partner with Afni IT, Security and RMM team to mitigate risk while ensuring contractual compliance.

 

Qualifications

• 5+ years of relevant contact center experience, preferably BPO.
• Previous account management / client relations experience required.
• Previous management experience required.
• Possess exemplary verbal and written communication skills.
• Analytical and problem-solving skills are required.
• Strong organizational skills, proactive thinking with a creative and solution-oriented mindset.
• Demonstrated proficiency with Microsoft Office Suite.
• Prior experience giving presentations is required.
• Overnight travel expected.