Senior Director, Client Results

Senior Director, Client Results 

Join our dynamic team as the Senior Director of Client Results and become the driving force behind our strategic account management and client partnerships. With your leadership, we will set the standard for operational excellence and customer satisfaction.   

The Purpose of Your Role 

As the Senior Director, Client Results, you will assume a leadership role of strategic significance, providing direction and oversight for the day-to-day operations of key accounts. This senior-level position demands an elevated strategic perspective and an exceptional ability to optimize operational performance. Your primary responsibility is to lead cross-functional efforts, devising and implementing performance strategies that not only enhance execution but maximize results. A strong emphasis will be placed on influencing key performance indicators (KPIs), customer care, quality assurance, workforce planning, recruiting, coaching, and training. 

The Qualifications We’re Looking For 

• Bachelor’s Degree or equivalent years of work experience required  
• 5-7 years of contact center/BPO experience, with 5+ years of leadership experience 
• Proven track record of success 
• Exceptional interpersonal and collaboration skills 
• Demonstrated experience in influencing and shaping client outcomes 
• Executive presence with a keen understanding of organizational dynamics 
• Advanced organizational, multitasking, and time management skills 
• Willingness to travel 10-15% as needed 

The Competencies You Bring 

Business Acumen * External Awareness * P&L Ownership * Presentation Skills * Results Orientation 

The Value You Deliver 

• Development and Execution of Strategic Account Plan  
  • Oversee the overall success of programs and account health 
  • Define and manage metrics, ensure superior customer satisfaction 
  • Establish and refine quantitative and qualitative metrics, guidelines, and standards 
  • Act as the primary escalation point of contact for client interactions 
  • Develop and implement sophisticated customer communication strategies 
• Client Partnerships: 
  • Serve as the Senior escalation point of contact for client interactions 
  • Cultivate and strengthen relationships at all levels 
  • Spearhead the planning, development, and direction of the customer service program, bringing a high-level strategic perspective 
• Growth and Profitability Strategies: 
  • Coordinate high-level analytic, strategic, and technical resources to exceed client expectations 
  • Drive business innovation to achieve heightened performance and adoption 
  • Lead multiple complex projects, ensuring seamless integration across the organization 
  • Provide advanced training to Managers and Client Result Associates on intricate platforms and reporting tools 
• P&L Responsibility: 
  • Take full ownership of the entire book of business and individual accounts 
  • Identify and capitalize on additional revenue streams within the existing client base 
• Agent Engagement and Advancement: 
  • Implement sophisticated strategies to manage attrition rates, incentives, rewards, SOW (statement of work adherence), quality, and communication 
  • Continuously optimize performance to elevate agent productivity and overall performance 
• Business Calibration: 
  • Drive high-level cross-functional calibration with support functions and teams 
  • Conduct regular high-stakes touchpoints with clients, directors, managers, advocates, and agents 
  • Manage communication effectively with Client Results leader and senior level leadership, providing strategic insights 
  • Establish and maintain an efficient information flow between the Client Results team and cross functional teams 
  • Serve as Client Results team advocate and liaison for company-wide projects and initiatives 
• Employee Management: 
  • Assume a hands-on role in day-to-day resource management, including sourcing, coaching, performance management, and employee development 
  • Lead the training of departmental managers, ensuring a high level of competence 
  • Spearhead succession planning efforts, ensuring the continuity of leadership 
  • Foster an inclusive and empowering work environment, mentoring and developing the team for sustained excellence 
  • Provide advanced tools and training to ensure continuous improvement and career growth 
• Budget Support: 
  • Execute against an advanced annual department budget, aligning operational goals with strategic objectives 
  • Oversee performance optimizations to maintain and maximize profitability 

Essential Job Functions 

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation. 

• Ability to sit or stand at a desk for extended periods of time while working on a computer. 
• Available for virtual meetings in a non-distracted environment. 
• Ability to work independently and meet deadlines. 
• Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays. 
• Up to 10% travel required per year.