Client Success Director

As the Director of Client Success, is responsible for overseeing and driving strategic client relationships, ensuring satisfaction, retention, and revenue growth across multiple accounts. This role serves as a key executive liaison between clients and internal teams, aligning company capabilities with client objectives to drive mutual success.

• Serve as the executive point of contact for client relationships, fostering trust, transparency, and long-term partnerships at senior levels.
• Develop and implement client success strategies to enhance customer experience, optimize service delivery, and exceed contractual expectations.
• Oversee and guide the Client Success team in meeting production goals, driving performance improvements, and managing key account strategies.
• Lead business reviews, strategic planning sessions, and quarterly client meetings, presenting performance metrics and growth opportunities.
• Partner with Operations, Quality, Training, Talent Acquisition, Workforce Management, and IT to ensure seamless service delivery and issue resolution.
• Identify opportunities for revenue growth, contract expansions, and new service offerings, collaborating with Sales and Business Development teams.
• Anticipate client needs, proactively addressing concerns, and mitigating risks before they escalate.
• Drive continuous improvement initiatives based on data-driven insights and industry best practices.
• Manage escalations, ensuring swift resolution of critical client issues while maintaining a focus on long-term success.
• Lead, mentor, and develop a high-performing team of Client Success Managers, fostering a culture of excellence, accountability, and collaboration.
• Oversee budget management, forecasting, and resource allocation for client success initiatives.
• Represent the company at industry events, conferences, and networking engagements to strengthen brand presence and client relations.

Required Qualifications

• 15+ years of experience in the BPO or Call Center industry, with at least 7+ years in a senior leadership or client success role.
• Proven track record in managing enterprise-level clients, ensuring retention, and driving revenue growth.
• Expertise in customer care, cloud services, and emerging technologies relevant to the BPO industry.
• Exceptional ability to build and maintain executive-level relationships with clients and stakeholders.
• Strong business acumen with a strategic mindset, able to identify and act on growth opportunities.
• Ability to influence, negotiate, and lead in a fast-paced, dynamic environment.
• Highly analytical with a data-driven approach to decision-making and problem-solving.
• Strong communication, presentation, and interpersonal skills with the ability to engage at all organizational levels.
• Demonstrated leadership skills in managing and mentoring teams across multiple geographies.
• Must possess a high degree of accountability, adaptability, and a results-driven approach.
• Willingness to travel domestically and internationally as required, up to 50%.
• Bachelors degree required; MBA or equivalent preferred.
  
  

Preferred Qualifications

• Client Success/Account Management: Proven track record of managing large, complex client relationships, particularly in the BPO space, ensuring satisfaction and retention.
• Leadership Experience: Experience managing and leading cross-functional teams (Client Success Managers, Operations, Sales, etc.), ensuring alignment with client goals and company objectives.
• Staff Development: Ability to mentor, coach, and upskill teams to enhance performance and client satisfaction.
• Client Retention & Satisfaction: Strong ability to build and maintain long-term relationships with clients, ensuring that their needs are met and exceeded.
• Negotiation & Conflict Resolution: Experience in handling challenging client situations, resolving issues, and turning around difficult relationships.
• Strategic Client Growth: Ability to identify opportunities for upselling and expanding existing client relationships while aligning with business goals.
• Process Improvement: Familiarity with improving operational processes, optimizing workflows, and increasing efficiency to ensure clients needs are met consistently.
• Performance Metrics & KPIs: Knowledge of key performance indicators (KPIs) to measure the success of client relationships and team performance.
• Strategic Thinking: Ability to think strategically and align client success strategies with the companys overall business goals.
• Financial Acumen: Understanding of P&L management and the ability to drive revenue through service delivery.
• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to communicate complex ideas clearly to both clients and internal teams.
• Cross-Functional Collaboration: Ability to work across various departments (sales, HR, operations) to ensure client success strategies are implemented effectively.
• Proven Track Record of Success: Demonstrable success in client retention, revenue growth, and customer satisfaction.
• Analytical & Data-Driven: Ability to analyze customer feedback, operational data, and other relevant metrics to improve services and client relationships.