Client Success Director (Remote)

OVERVIEW 

This role interfaces with our clients to ensure the effective delivery of our services.  It facilitates on-going communication and expectations between both parties and ensures ACI’s contractual obligations are being met on both sides.  This role reports directly to the Vice-President, Client Success. 

KEY RESPONSIBILITIES: 

Client Success 

• Grow client revenue quarter over quarter by incorporating internal reviews with the team and external business reviews with your client to validate success  
• Responsible for finding new opportunities, scoping new deals for the company, and selling work to clients while being their point of contact 
• Conduct needs analysis with clients to address additional areas of opportunities that will improve their business outputs and ensure ongoing projects meet client expectations 
• Understand clients’ needs and make recommendations on a clear path to meet their requirments 

Client Interface 

• Receive, assess, delegate and ensure successful completion of all client requests 
• Ensure deadlines are reached 
• Participate in monthly and quarterly client business reviews 
• Meet and exceed all contractual and client KPIs/SLAs 
• Coordinate, implement and oversee special projects 
• Maintain consistent communication with Client and ACI at all levels 

Service Delivery 

• Track client requests using the approved tracking mechanism 
• Maintain metrics for monthly reporting of KPIs/SLAs 
• Vendor Management – Oversee all equipment, supply and messenger vendors to comply with ACI contracts 
• Maintain Client Satisfaction Index  
• Troubleshoot and resolve all issues related to site management and site staff issues 
• Coordinate and lead vendor partner negotiations 
• Serve as a knowledge resource regarding OSHA, EEOC and process for handling complaints 
• Drive operational improvements and solutions design 

Resource Management 

• Responsible for overseeing all resources associated with the client including people, hardware/software and facilities 
• Coordinate staff schedules to ensure appropriate staffing levels are maintained and proper coverage is provided for PTO, sickness and emergencies 
• Maintain Employee Satisfaction Index (“ESI”) at or above previous score 
• Ensure adherence to all ACI policies and practices 

Budgeting/Financial 

• Monitor and report on financial performance 
• Maintain site P&L at performance levels or above 
• Oversee monthly budget forecasts for each client 
• Manage site financials in terms of hours, gross margin spread, profitability and growth 
• Timely administration of payroll, billing and A&R collection  

Experience: 

• Minimum of 7 years’ experience in a high-level relationship building and/or operational management role 
• With 3-5 years’ working experience with “C” level executives  
• Must have 3-5 years of deep experience in an inbound customer service environment 
• Must have 3-5 years’ working close in a technology environment 
• Must have 2-4 years of financial experience including budget management, invoicing, P&L, etc. 

Skills and Qualifications:

• Very strong knowledge of the BPO business 
• Know and understand KPI drivers  
• Analytical & Financial mindset  
• Demonstrated ability to sell 
• Self-motivated and results driven 
• Strong integrity and solid business ethics 
• Skilled facilitator, presenter and communicator 
• Demonstrated organizational and administrative skills 
• Effective leader of people