Director of Client Services

Salary: N/A / Yearly	Location: Orlando, FL
Type: Full-Time	Postal Code: 32835

Director of Client Services

Orlando based company is currently conducting a confidential search for a top notch Director of Client Services. Successful candidate will be high energy, resourceful, dedicated and sharp. Must have demonstrated success serving as primary liaison for clients in a fast-paced, dynamic work environment.
The Director of Client Services is responsible for building and maintaining the company’s
relationships with key selected clients. This responsibility entails maintaining continuous
contact with clients to both monitor ongoing projects and to develop opportunities for
subsequent engagements and expanding the client relationship with the client company.

Primary Responsibilities

• Responsible for the client relationship including but not limited to:
• Identifying and evaluating new client opportunities
• Participating in on-site meetings and working sessions
• Project profitability
• Providing project updates and reviews
• Analyze key customer metrics and develop reports.

• Present organizational strategies and operational performance to Sr. Management team
• Elicit and document client business requirements and ensure the operationalizing of those requirements
• Review performance reports and documentation to determine nature and scope of reported problems and issues
• Meet or exceed goals, milestones and timelines on specific metrics and maintain regular reports respectively
• Continually investigate and introduce process improvement measures and present suggestions to Call Center Client Services Director for consideration
• Develop program implementation best practices to ensure a timely speed to market and quality of launch for all new business initiatives

• Build and manage relationship with clients; responsible for ensuring that all client deliverables are tracked and met in a timely manner, escalating any issues that will prevent achievement of any service level
• Adds value with client interactions by applying understanding and experience in business and workforce analysis.
• Keeping abreast of relevant industry landscape changes and advancements
• Collaborates on client related projects with workforce analytics
• Leads the client proposal process by:
• Gathering team input to develop the best approach
• Writing the proposal
• Reviewing and submitting the pricing sheet for review
• Submitting the final proposal to the client
• Responsible for overseeing the quality and timely completion of client related projects.
• Soliciting regular client feedback and taking appropriate action on that feedback

Qualifications
• Bachelor’s degree from four-year college or university;
• 8 " 10 years related marketing research analysis experience and/or business development within the outsourcing industry; or equivalent combination of relevant education and experience
• Previous contact center experience required.

This position is based out of Orlando, Florida. Relocation assistance will not be offered for this position.

If you meet the aforementioned requirements and enjoy working in a fast paced, growing organization, This is the position for you!

EOE - M/F/D/V

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