Client Success Director (Remote)

Client Success Director | Advantage Communications Inc. |CanadaOVERVIEWThis role interfaces with our clients to ensure the effective deliveryof our services. It facilitates on-going communication and expectations... OVERVIEWThis role interfaces with our clients to ensure the effective deliveryof our services. It facilitates on-going communication and expectationsbetween both parties and ensures ACI's contractual obligations are beingmet on both sides. This role reports directly to the Vice-President,Client Success.KEY RESPONSIBILITIES:Client SuccessGrow client revenue quarter over quarter by incorporating internalreviews with the team and external business reviews with your client tovalidate success Responsible for finding new opportunities, scoping new deals for thecompany, and selling work to clients while being their point ofcontactConduct needs analysis with clients to address additional areas ofopportunities that will improve their business outputs and ensure ongoingprojects meet client expectationsUnderstand clients' needs and make recommendations on a clearpath to meet their requirementsClient InterfaceReceive, assess, delegate and ensure successful completion of allclient requestsEnsure deadlines are reachedParticipate in monthly and quarterly client business reviewsMeet and exceed all contractual and client KPIs/SLAsCoordinate, implement and oversee special projectsMaintain consistent communication with Client and ACI at alllevelsService DeliveryTrack client requests using the approved trackingmechanismMaintain metrics for monthly reporting of KPIs/SLAsVendor Management - Oversee all equipment, supply and messengervendors to comply with ACI contractsMaintain Client Satisfaction IndexTroubleshoot and resolve all issues related to site management and sitestaff issuesCoordinate and lead vendor partner negotiationsServe as a knowledge resource regarding OSHA, EEOC and process forhandling complaintsDrive operational improvements and solutions designResource ManagementResponsible for overseeing all resources associated with theclient including people, hardware/software and facilitiesCoordinate staff schedules to ensure appropriate staffing levelsare maintained and proper coverage is provided for PTO, sickness andemergenciesMaintain Employee Satisfaction Index ("ESI") at or above previousscoreEnsure adherence to all ACI policies and practices Budgeting/FinancialMonitor and report on financial performanceMaintain site P&L at performance levels oraboveOversee monthly budget forecasts for each clientManage site financials in terms of hours, gross margin spread,profitability and growthTimely administration of payroll, billing and A&Rcollection Experience:Minimum of 7 years' experience in a high-levelrelationship building and/or operational management roleWith 3-5 years' working experience with "C" levelexecutivesMust have 3-5 years of deep experience in an inbound customer serviceenvironmentMust have 3-5 years' working close in a technologyenvironmentMust have 2-4 years of financial experienceincluding budget management, invoicing, P&L, etc.Skills and Qualifications:Very strong knowledge of the BPO businessKnow and understand KPI driversAnalytical & Financial mindsetDemonstrated ability to sellSelf-motivated and results drivenStrong integrity and solid business ethicsSkilled facilitator, presenter and communicatorDemonstrated organizational and administrativeskillsEffective leader of people Show more Show lessTagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home When applying state you found this job on Pangian.com Remote Network.

#J-18808-Ljbffr