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Client Services Account Director
Home-Based
About the Role
Location: Home - Based (Anywhere in UK)
Salary: Up to £55k DOE + Benefits
I am delighted to be partnering with a Global BPO Outsourcing company who are looking to appoint an Account Director to manage their client accounts. I am looking to speak to Account Director's that are from a strong contact centre background ideally within BPO Outsourcing to manage and grow client relationships further.
The Account Director will be responsible for driving continuous improvement and expanding the breadth & depth of our client relationships. Essentially, the Account Director will be responsible for ensuring the client is happy and receiving all the services we are contracted to provide.
Responsibilities:
- Primary day-to-day client contact
- Financial forecasting
- Farming & Growth
- Ensuring clear communications between the client and Operations
- Governance communications
- Driving continuous improvement agenda
- Production/overseeing production of MI
- Invoicing and accounts receivable
- Working with Operations on tactical delivery of the account
- Monthly and quarterly review packs
- Monthly/quarterly customer satisfaction
- Input top line sales and (where applicable) direct costs taken from operations into contribution reporting
- Delivery of monthly and quarterly business reviews
- Implementing client account plans
- Change control
Essential skills & experience:
- Operational experience within BPO / Outsourcing & contact centre industry
- Client services and account management experience
- Lead contact centre operations teams
- Owned and delivered monthly business reviews as well as participating with Account Director
- Strong relationship building skills that will drive forward a partnership with the client and garner trust and confidence
- Strong communication skills and can relay information and data with ease to a wide audience both verbally and through reporting
- Ability to work with senior leaders in the operation whilst holding parties accountable for their remit to deliver to client
- Self motivated and driven