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Director of Client Services

Description

Director of Client Services:
 

Position Summary:
This opportunity requires an Executive level leader with progressive, on-the-spot, critical thinking ability, who will apply his/her experience and education in a highly self-directed environment responsible for overseeing and fostering the relationship with our clients.  The ideal Director of Client Service is enthusiastic, hard-working, has a great attitude, and thrives in a fast-paced deadline-driven work environment.  This person will have extensive knowledge and experience in all aspects of client services and development, with a working knowledge of the call center /contact center and CRM related industry.  As Director of Client Service for Outplex, you will be joining an entrepreneur team with a corporate culture seeking to expand and grow existing clients.
 

Duties and Responsibilities:
 

• Strategic point of contact for clients establish strong relationships
• Support organizational growth by providing strategic client direction, maintaining existing client relationships as well as ensuring that client projects are implemented accordingly
• Engage in organic leads and undiscovered channel opportunities
• Seek out and assist in developing RFP’s and RFI’s as needed
• Collaborate with Executive Leadership to develop goals and growth strategies
• Contribute to client’s business growth by identifying new opportunities
• Assist the operations team with designing and implementing internal and external tools
• Ensure the competency of Client Services processes and procedures through continual evaluation and development of support teams
• Manages client retention and client satisfaction goals and metrics
• Work closely with our business development team to bring create solutions to prospective clients and properly define client expectations and supports to ensure overall organizational success
• Will lead multiple projects and ensure strong integration across the organization

Skills and Qualifications:

• Must have management level experience with the proven ability to succeed
• Exceptional communication and relationship building skills
• Passionate and confident in customer success  
• 5+ years of experience as a leader in client services
• 2+ years of experience with Customer Relationship Management (CRM) systems preferred
• Proven ability to develop systematic processes in compiling and analyzing data to improve company’s profitability
• Must have ability to cultivate new business opportunities
• Ability to engage decision makers and network accordingly.
• Detail-oriented and comfortable with a fast-paced, high pressure environment
• Analytical thinker with excellent quantitative and superior problem-solving skills
• Team player with strong interpersonal skills and the ability to articulate ideas clearly in oral and written communication
• Entrepreneurial spirit with high level of determination

Benefits: 

• Dental, Health, Vision Insurance
• Retirement Plan
• Paid Time Off
• Paid Holidays
• Great work culture and work/life balance!