Client Relationship Management
- Serve as the primary point of contact for assigned BPO accounts
- Build strong, long-term relationships with client stakeholders and decision-makers
- Conduct regular business reviews (weekly/monthly/quarterly) to assess performance and alignment
- Act as a trusted advisor by understanding client goals, challenges, and industry trends
Customer Success & Retention
- Ensure client onboarding, transition, and ramp-up phases are smooth and successful
- Monitor customer health, satisfaction, and engagement levels
- Proactively identify risks to retention and implement mitigation plans
- Drive renewals, contract extensions, and upsell/cross-sell opportunities
Service Delivery Oversight
- Collaborate closely with operations, QA, workforce management, and training teams
- Ensure SLAs, KPIs, and performance metrics are achieved
- Escalate and resolve service issues in a timely and professional manner
- Translate client requirements into clear internal action plans
Performance & Reporting
- Track account performance metrics (CSAT, NPS, SLA adherence, productivity, quality)
- Prepare and present performance reports, insights, and improvement plans
- Analyze trends and recommend process improvements to enhance service delivery
Commercial & Contract Management
- Support pricing discussions, scope changes, and contract negotiations
- Manage change requests, scope expansions, and client expectations
- Ensure compliance with contractual obligations and governance standards
Required Qualifications
- Bachelor's degree in Business, Management, Communications, or a related field
- 36+ years of experience in account management, customer success, or client services
- Prior experience in a BPO, contact center, or outsourcing environment is strongly preferred
SALARY: 100k - 120k
RELOCATION PACKAGE AVAILABLE
