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

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