What are the responsibilities and job description for the Vice President - Client Services position at iQor?
Job Summary :
Responsible for the iQor Customer Experience and overall relationship for assigned Strategic and Key account(s) within the Travel domain. This includes ensuring these Client(s) are ecstatic with the services and results provided to them by iQor, would highly recommend iQor to others, and is willing to do more business with iQor. More specifically the VP Client Services partners with their Operations peer to enhance the relationship with the Client(s), leads the communication with all iQor and Client stakeholders, and acquires new business opportunities with the existing Client(s) by understanding Client goals and potential problem statements within their current business. The VP of Client Services will participate in contract reviews and provide input, facilitate and attend Operational business reviews, and understand the Client-owned strategic objectives and how iQor contributes to success in those areas. This individual must be able to successfully lead and influence in a rapidly changing, complex business environment with a significant multi-national employee population.
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, with at least 5 years in a Senior Leadership role
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
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