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Vice President - Client Services

iQor
Remote, USA
Full-time
Senior · 10+ years experience
Remote
Discovered 1 months ago
Salesforce

Full Job Posting

Key Responsibilities

  • Client Relationship Management:
  • Act as the primary point of contact for high-value Client(s) and resolve complex issues or escalations
  • Build and maintain strong relationships with Client(s), ensuring their needs are met and exceeded
  • Conduct regular Client touch bases and reviews, and monitor action plans to address any concerns or opportunities
  • Owns the creation, review and approval of all contract documents governing business between iQor and their Client(s)
  • Responsible for negotiating contracts and ongoing cost adjustments
  • Business Retention
  • Working with business stakeholders, complete risk assessments on the existing operations and drive mitigation plans to decrease business attrition and create a stable base to grow new business from
  • Business Development:
  • Identify opportunities for account growth to drive new business within the existing Client relationship
  • Develop proposals and presentations for potential clients or existing Client(s) expansions
  • Participate in strategic planning and contribute to the overall growth strategy of the company
  • Responsible for meeting the financial/pricing objectives set by the company and achieving the financials approved that support the contracted price model
  • Strategic Leadership:
  • Develop and implement Client growth strategies to achieve company goals and enhance client satisfaction.
  • Set objectives and key performance indicators (KPIs) for the continued satisfaction and growth expectations of the Client(s)
  • Collaborate with Senior Executives to align Client Services strategies with broader business objectives.
  • Team Collaboration:
  • Partner with the Operations team to fully understand the Client(s) product, systems, and various programs worked for the Client(s)
  • Attend regular performance reviews and provide constructive feedback to Operations team members
  • Partner with internal groups, such as:
  • Operations to make data-driven decisions to improve outcomes
  • Technology to provide CX and DX solutions toward Client challenges
  • Sales and Marketing to assist with RFP responses, enhance service offerings, and drive additional revenues for the Company
  • Legal to assist with contract maintenance, verbiage, and negotiations
  • Escalate concerns and/or potential issue that may jeopardize Client satisfaction or may discourage growth with the Client
  • Reporting and Analysis:
  • Prepare and present regular reports on Client Services performance, client satisfaction, and other key metrics to Senior Leadership.
  • Analyze data to identify trends, challenges, and opportunities for improvement
  • Owns monthly review of actual financial reports including a detailed variance analysis where there is a difference to a locked forecast or a recent weekly indicator. This includes the review and analysis of the Profit and Loss statement and the Balance Sheet.

Qualifications

  • Bachelor’s degree in business administration or advanced degree preferred
  • 10+ years of experience in Client Services or Account Management in Retail, with at least 5 years in a Senior Leadership role
  • Focused primarily in Retail
  • Applicable previous experience in a large BPO organization
  • Proven track record of successfully managing and growing Client relationships
  • Strong strategic thinking and problem-solving skills
  • Excellent communication, negotiation, and interpersonal skills
  • Ability to work collaboratively with cross-functional teams and Senior Executives
  • Experience with CRM systems such as Salesforce and other relevant software tools
  • All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran.

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