Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you'll love today!
Position Purpose
The Director of Client Services leads client-facing strategy and delivery to ensure exceptional client outcomes, long-term retention, and growth. This role combines leadership, operational management, and strategic partnership to translate client needs into scalable, measurable service programs.
Job Responsibilities
- Serve as primary point of client contact and coordinates program delivery
- Provide input to develop corporate and business unit strategies for account
- In conjunction with senior management help set client expectations in a professional and effective manner,
- Support day-to-day activities for the client program
- Manage client satisfaction and achievement of client specific KPI's
- Collaborate with other team members to resolve client issues, problems or concerns on a timely and cost-effective basis
- Proactively use business experience and skills to identify new opportunities to enhance or extend relationship with client by providing additional solutions or services
- Assist in management of program profitability and performance metrics. Includes budgeting, forecasting, monitoring actuals, pricing/packaging of new offerings, accounts receivable management, invoice preparation and Service Level Agreements
- Suggest modifications to internal processes as needed for financial control
- Ability to work in a team environment and matrix organization and work remotely from team
- Help ensure that operational procedures are in place
- Participate in development and integration of Technology Solutions
- Serve as the client liaison for security to ensure appropriate customer access to client utilized systems and solution components
- Help establish high-level plans for software upgrades, migrations, and implementations
Attitude & Attributes
- Strategic client relationship management and executive communication.
- Operational excellence with a focus on process, quality, and scalable playbooks.
- Data-driven decision making and KPI-driven performance management.
- Team leadership, coaching, and talent development.
- Negotiation, conflict resolution, and stakeholder management.
Qualifications
- Bachelor's degree required; advanced degree or relevant experience preferred.
- At least 5-7 years of proven leadership experience managing client services, account management, or professional services teams within the BPO or outsourced solutions sector
- Track record of improving client satisfaction, retention, and revenue growth for strategic accounts.
- Strong operational experience building repeatable processes and service delivery models.
- Ability to navigate complex contracts, compliance requirements, and cross-organizational initiatives.
- Ability to analyze data, prepare reports, and participate in operations and quarterly business reviews.
- Ability to travel as needed
- Project management training or certification a plus
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
