Client Solutions Director

GET TO KNOW ALORICA

At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.

JOB SUMMARY

Provides senior leader direction in the design and development of the client management strategy within assigned account(s). Recognized as an expert, overseeing 3-5 large accounts

JOB RESPONSIBILITIES

Expand business footprint with existing clients.

Align Company short- and long-term strategies with client to maintain and expand revenue.

Interprets internal/external business challenges as well as regulatory issues to recommend improvements to products, processes or services.

Builds client confidence by creating authentic relationships and anticipating needs through knowledge of client organization and Aloricas suite of offerings

Act as a strategic manager for internal Company resources as well as client contacts to successfully negotiate, close and implement new business.

Consistently engages with broader company to ensure complete achievement of results.

Consistently makes business decisions to improve client relationship based both on current understanding of business model, processes, practices, systems and support resources as well as provides a strategic view of go-forward practices and plans.

Provide leadership and support in crafting client proposals as well as oversee all contract renewals and negotiations.

Provide guidance on key deal assumptions such as call volumes, service levels and other critical metrics necessary to build proposals.

Meet with sales leadership to craft personal development strategy on a regular basis.

Communicates regularly with client and internal partners to ensure alignment

Influences clients, internal partners and other parties through clear, concise and articulate communication.

Responsible for respective clients overall performance and for motivating team to exceed goals and objectives.

JOB FUNTIONS

Client Solutions Management

Progress Reporting

QUALIFICATIONS

JOB REQUIREMENTS

Minimum Education and Experience:

Bachelor's Degree or equivalent in relevant work experience.

7+ years of client management and/or combination of client management and call center operations experience required.

Knowledge, Skills and Abilities:

Proven track record in solutions-based relationships and demonstrated creativity in analyzing and identifying solutions.

Industry knowledge of interaction centers and specific business verticals.

Ability to work in partnership with all levels of the organization and client management.

Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and organize work in a multi-tasked environment.

Exceptional interpersonal, written, and oral communication/presentation skills.

Ability to direct and motivate others in a team fostered environment.

Ability to prioritize and organize work in a multitasked environment.

Ability to adapt to a flexible schedule.

Ability to maintain the highest level of confidentiality.

Occasional travel domestically and/or internationally (20-30%)

Technical/Functional Competencies

Proficient in the use of standard software, hardware & technology of work unit

Proficient personal computer skills including Microsoft Office.

Equal Opportunity Employer - Veterans/Disabled