Client Services Director
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**OPEN TO REMOTE WORK ARRANGEMENTS**

Company Overview

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean?

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

 

Client Services Director

Reporting to: VP of Client Experience

Job Responsibilities

As a Client Services Director, you will manage a book of accounts, both new and existing, through the client lifecycle and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the teams’ performance. You will lead, mentor up, and manage a team of client services managers with their own book of business.

Essential Competencies & Experience:

  • Significant experience in a senior management role. Preferably in the BPO space with an understanding of remote work leadership.

  • Strong customer experience strategic thinking and understanding of the CX disciplines. Knowledge of the full life cycle of BPO clients.

  • Must be well versed in G Suite, Slack, Hubspot and comfortable with multi-channel communications.

  • Knowledge of Customer Journey Mapping, VOC, Customer Experience Strategy, Experience Design & Improvement.

  • Exemplary client service skills with the ability to maintain and extend client relationships at the C-Level.

  • Excellent time management, numeracy skills and attention to detail.

  • Well-developed interpersonal skills and experience in interacting with senior stakeholders.

  • Fluent, clear and articulate in verbal communication with the ability to convey interest and enthusiasm when presenting

  • Ability to take charge of a situation when appropriate with the ability to lead, motivate and influence others.

  • Proven leadership experience managing teams and coaching and mentoring individuals.

  • Excellent understanding and experience of the technology and digital industry.

 

Client Services Responsibilities:

  • Oversee and lead the Client Services and Strategy teams as they manage and grow existing client accounts.

  • Actively input into the development of our corporate strategy based on an understanding of moving from start -up to mid market BPO.

  • Create and develop commercial opportunities with existing clients maximising account and revenue growth.

  • Promote the company's purpose and vision and ownership of its values and strategic objectives.

  • Build a pipeline of future work in conjunction with Business Development leadership and ensure that the company's existing client revenue target is achieved.

  • Contribute to the development of a culture that enjoys the challenge of meeting stretching financial and performance targets.

  • Input into the strategic direction and associated tactics of client accounts based on a strong understanding of their business objectives.

  • Partner with Head of NinjaGlobal to accelerate growth in language support and client base in new Geo’s.

  • Obtain client feedback and drive increases in client satisfaction and engagement.

  • Manage tracking and reporting of performance to ensure team accountability and quality of service.

  • Some level of travel will be required.

 

Leadership:

  • Drive client service excellence and a culture of delighting clients.

  • Ensure that your teams are continually developing their proactive methods and not reactive.

  • Develop highly effective teams that work seamlessly cross functionally to promote the services SupportNinja and NinjaGlobal.

  • Attract, develop and retain talent building a track record of developing leaders.


 

Qualifications:

  • 5+ years experience in a consulting and/or account management role or

  • 5+ years experience in managing customer care, call centers and/or back office operations preferred or

  • 5+ years experience in BPO, start-ups or high growth companies preferred.

  • Responsibility for a P&L or Budget of at least $10MM.

  • Experience in managing international teams.

  • Experience managing direct reports.

  • Hands on experience with Process improvement and Project Management (PMP, Six Sigma, or CXPA certifications are a plus)

  • Driven to self improve and extend spheres of knowledge and influence.

  • Must be able to inspire and persuade people.

  • Standing and sitting for sustained periods of time, at least 50%.

  • Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

  • Willing to be flexible with work hours in order to support client meetings or senior level visits globally.

  • Ability to commit up to 50% of the year traveling