Position Purpose:
The Director - Client Services is responsible for leading the overall management and success of one or more client programs. This role serves as the primary point of contact for clients, overseeing day-to-day communications, ensuring successful delivery of Everise solutions, and maintaining strong client relationships.
The Director is accountable for program performance, financial management, resource planning, and client satisfaction. Working cross-functionally with Operations, Finance, Technology, and other internal teams, this role ensures service delivery is timely, accurate, and aligned with client expectations while identifying opportunities to strengthen partnerships and drive business growth.
Job Responsibilities:
Serve as the primary client contact and oversee day-to-day program delivery.
Build and maintain strong client relationships while managing expectations and ensuring high levels of customer satisfaction.
Partner with senior leadership to support account strategy, growth initiatives, and long-term client success.
Monitor and drive achievement of client-specific KPIs and service level commitments.
Collaborate with cross-functional teams to resolve client issues in a timely and cost-effective manner.
Identify opportunities to expand existing client relationships through additional solutions or services.
Manage program financial performance, including budgeting, forecasting, profitability, pricing, invoicing, accounts receivable, and performance reporting.
Recommend process improvements to strengthen operational efficiency and financial controls.
Ensure operational processes and governance are in place to support successful program execution.
Partner with Technology teams on system implementations, upgrades, migrations, and solution enhancements.
Act as the client liaison for security-related activities, including access management for client systems and solution components.
Prepare and present operational updates, business reviews, and performance reports to internal and client stakeholders.
Work effectively within a matrix organization and collaborate with global, cross-functional teams.
Travel as required to support client and business needs.
Attributes & Attitude:
Strong client relationship and stakeholder management skills.
Excellent communication and presentation skills.
Strong analytical and problem-solving abilities.
Commercial and financial acumen.
Highly organized with exceptional attention to detail and follow-through.
Ability to prioritize and make sound decisions in a fast-paced environment.
Strong collaboration skills with the ability to work effectively in a matrix organization.
Proactive, adaptable, and results-oriented.
Ability to manage multiple priorities simultaneously.
Qualifications:
Education: Bachelor's degree in Business, Management, or a related field, or an equivalent combination of education and experience.
Experience: 5–10 years of experience in client services, account management, or operations leadership within the global BPO or outsourcing industry.
Experience managing enterprise client relationships and cross-functional stakeholders.
Experience managing program financials, including budgeting, forecasting, and P&L.
Experience preparing and presenting operational and business performance reviews.
Project Management certification or formal training is an advantage.
Commercial, financial, or client relationship
Compensation & Benefits
The anticipated base salary range for this remote position is between $130,000- $140,000. In addition, Everise provides benefits including medical coverage, dental, vision, disability, 401k, and paid time off. Depending on the specific role, compensation may also include a discretionary bonus and other benefit programs. The actual compensation package may vary based on factors such as skill set, experience level, and candidate's location.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
