Client Services Director

This is a fully remote position, open to applicants in Alabama, +4 more states.

📋 Description

• Oversee the overall management and success of one or more client programs.

• Act as the main client contact and supervise the daily program delivery.

• Develop and sustain robust client relationships while managing expectations and ensuring customer satisfaction.

• Assist in account strategy, growth initiatives, and long-term client success in collaboration with senior leadership.

• Track and drive the achievement of client-specific KPIs and service level commitments.

• Work alongside cross-functional teams to address and resolve client issues.

• Discover opportunities to enhance existing client relationships through additional solutions or services.

• Oversee program financial performance, which includes budgeting, forecasting, profitability, pricing, invoicing, accounts receivable, and performance reporting.

• Suggest process enhancements to improve operational efficiency and financial controls.

• Ensure that operational processes and governance facilitate successful program execution.

• Collaborate with Technology teams on system implementations, upgrades, migrations, and solution enhancements.

• Serve as the client liaison for security-related tasks, including access management for client systems and solution components.

• Prepare and deliver operational updates, business reviews, and performance reports to both internal and client stakeholders.

• Operate within a matrix organization and work with global, cross-functional teams.

• Travel as necessary to meet client and business requirements.

⛳️ Requirements

• Bachelor's degree in Business, Management, or a related field, or an equivalent combination of education and experience.

• 5–10 years of experience in client services, account management, or operations leadership within the global BPO or outsourcing sector.

• Proven experience managing enterprise client relationships and cross-functional stakeholders.

• Demonstrated experience managing program financials, including budgeting, forecasting, and P&L.

• Experience in preparing and presenting operational and business performance reviews.

• Project Management certification or formal training is a plus.

• Strong skills in client relationship and stakeholder management.

• Excellent communication and presentation abilities.

• Strong analytical and problem-solving skills.

• Commercial and financial acumen.

• Highly organized with outstanding attention to detail and follow-through.

• Ability to prioritize tasks and make informed decisions in a fast-paced environment.

• Strong collaboration skills, capable of working effectively in a matrix organization.

• Proactive, adaptable, and results-driven.

• Capacity to manage multiple priorities concurrently.

• Willingness to travel as necessary to support client and business needs.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Disability benefits.

• 401k.

• Paid time off.

• Discretionary bonus.

• Other benefit programs.

• Remote work.