Client Services Director at Everise

Cabra del Santo Cristo, Andalusia, Spain -

Full Time

Start Date

Immediate

Expiry Date

19 Mar, 26

Salary

0.0

Posted On

19 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Relationship Management, Operational Excellence, Data-Driven Decision Making, Team Leadership, Coaching, Negotiation, Conflict Resolution, Stakeholder Management, Process Improvement, Service Delivery, Budgeting, Forecasting, KPI Management, Project Management, Technology Solutions, Customer Satisfaction, Program Management

Industry

Outsourcing and Offshoring Consulting

Description

Company Overview Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today! Position Purpose: The Director of Client Services leads client-facing strategy and delivery to ensure exceptional client outcomes, long-term retention, and growth. This role combines leadership, operational management, and strategic partnership to translate client needs into scalable, measurable service programs. Job Responsibilities: • Serve as primary point of client contact and coordinates program delivery • Provide input to develop corporate and business unit strategies for account • In conjunction with senior management help set client expectations in a professional and effective manner, • Support day-to-day activities for the client program • Manage client satisfaction and achievement of client specific KPI’s • Collaborate with other team members to resolve client issues, problems or concerns on a timely and cost-effective basis • Proactively use business experience and skills to identify new opportunities to enhance or extend relationship with client by providing additional solutions or services • Assist in management of program profitability and performance metrics. Includes budgeting, forecasting, monitoring actuals, pricing/packaging of new offerings, accounts receivable management, invoice preparation and Service Level Agreements • Suggest modifications to internal processes as needed for financial control • Ability to work in a team environment and matrix organization and work remotely from team • Help ensure that operational procedures are in place • Participate in development and integration of Technology Solutions • Serve as the client liaison for security to ensure appropriate customer access to client utilized systems and solution components • Help establish high-level plans for software upgrades, migrations, and implementations Attitude & Attributes • Strategic client relationship management and executive communication. • Operational excellence with a focus on process, quality, and scalable playbooks. • Data-driven decision making and KPI-driven performance management. • Team leadership, coaching, and talent development. • Negotiation, conflict resolution, and stakeholder management. Qualifications: • Bachelor's degree required; advanced degree or relevant experience preferred. • At least 5-7 years of proven leadership experience managing client services, account management, or professional services teams within the BPO or outsourced solutions sector • Track record of improving client satisfaction, retention, and revenue growth for strategic accounts. • Strong operational experience building repeatable processes and service delivery models. • Ability to navigate complex contracts, compliance requirements, and cross-organizational initiatives. • Ability to analyze data, prepare reports, and participate in operations and quarterly business reviews. • Ability to travel as needed • Project management training or certification a plus If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.

Responsibilities

The Director of Client Services leads client-facing strategy and delivery to ensure exceptional client outcomes and long-term retention. This role involves managing client satisfaction, program profitability, and collaborating with team members to resolve client issues.