Client Services Director
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Job Description
Client Services Director leading Everise’s BPO client programs, relationships, KPIs, and financial performance. Driving service delivery, growth, and cross-functional execution remotely across eligible U.S. states.
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
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 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
- 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
- Ability to travel as required to support client and business needs
Benefits:
- Medical coverage
- Dental coverage
- Vision coverage
- Disability coverage
- 401k
- Paid time off
- Discretionary bonus
- Other benefit programs
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