Vice President of Client Services
Inktel's Client Services team takes Jeff Bezos' "Obsessing over the client" to heart, to which our clients will attest. This team of articulate, creative and ambitious leaders consistently finds innovative ways to deliver quality results and world-class customer service to our clients, or as we refer to them, our business partners. They are sophisticated liaisons between our executive team and our business partners. They are project managers who have the operational savvy to implement and oversee client initiatives in innovative ways. Do you have the know-how to analyze data while interacting with Fortune 1000 clientele? If the answer is yes, keep reading. We want to work with you.
Our dynamic Client Services Team is in search of a Vice President of Client Services. This role reports to the President and is a key member of the company's executive team. The VP of Client Services will be a savvy executive and have a proven track record of scaling service organizations to new levels of success. The candidate will possess strong business skills and will be responsible for the direction and management of all client service functions, including hiring, training, process automation, and client management best practices. The VP of Client Services will be responsible for improving both customer satisfaction and service delivery efficiency that will result in high customer retention, satisfaction, and growth.
Now here is the fun stuff:
The VP of Client Services determines the strategic direction of the client service organization to ensure efficient and effective delivery of optimal service to the client base and to ensure the consistent execution of a world class service delivery platform.
Sets department goals and provides guidance to the client service management team to successfully achieve these goals.
Interfaces with the client to develop and execute strategies and plans to meet the client's business objectives
Shares key client opportunities, potential risks, and issues that might impact the health of the overall account and/or the company as a whole.
Effectively manages team of Account Executives in a high-volume, fast-paced, error-free environment.
Develops strong business relationships with high profile, high revenue clients to ensure a strong, long-standing relationship.
Develops and aligns workforce strategies to address key business plans and facilitate organizational change initiatives.
Establishes quality and efficiency standards in all areas of responsibility and ensure that these standards are measured and reviewed on an ongoing basis.
Directs the activities of the client service organization in local and remote locations to ensure the delivery of optimal client service.
Facilitates opportunities to deepen the client relationship through increased solution building.
Manages and controls the Client Service department's expenses and budget.
Establishes clearly defined department and individual goals and objectives and communicates these to associates through department meetings and performance planning.
Grows team in size and skills while maintaining efficiency and improving client satisfaction levels.
Plans and manages at both the strategic and operational levels.
Negotiates contract renewals including fees and performance guarantees.
Provides input and guidance regarding appropriate and effective pricing for new and existing service offerings.
10-15 years of business experience
5+ years of management experience
Track record of hiring and building great teams
Experience managing multiple "high touch" clients
Preferred: Call Center Industry Experience
Ability to multitask and thrive in a fast-paced, high-pressure environment
Excellent written and oral communication skills and excellent presentation skills
Excellent Project/Program Management Skills
Ability to lead, motivate, and inspire a diverse group of people
Adaptive and flexible
Strong sense of urgency
Ability to think "outside the box" to find solutions to problems.
The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, paid time off, educational assistance, and an excellent 401K plan.
Contact Information : If you are excited about this opportunity, send your resume and cover letter to email@example.com , our Director of Talent Acquis
Inktel Direct - 2 years ago
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