Customer Operations Director

A client-focused, team-oriented, and analytical Client Experience Director oversees and manages the overall client experience to ensure the client receives high-quality service and support and their needs and expectations are met. Leader of a virtual Client Service Management team that possesses a clear understanding of the client environment, team collaboration and end-to-end business outcome in order to facilitate the organization to successfully deliver the solutions. The Client Experience Director is the lead orchestration element in the Client's multi-service eco-system.

**Responsibilities**:

- Developing and implementing strategies to improve the overall client experience, including client service, communication, and satisfaction.
- Building and maintaining trusted relationships with clients, understanding their needs and goals, and orchestrating with all teams in the eco-system to deliver solutions that meet those needs.
- Ensuring all client interactions are consistent and aligned with the organization, teams, and respective stakeholders.
- Analyzing and reporting on client feedback, identifying areas for improvement, and implementing changes to enhance the client experience.
- Collaborating with other departments, such as sales, marketing, product development and CTIO to ensure a seamless and positive experience for clients across all touchpoints.
- Supporting, developing, implementing, and integrating new service management initiatives identified through interactions with our clients (i.e., processes and procedures evolution, automation and digitalization, employee development, quality, and performance assurance).
- Overseeing the service management reporting posture with status overview on a variety of work priorities (program sponsorship).
- Working closely with Sales to understand account health and to identify any product issues and retention risks and, when necessary, addressing the identified issues.
- Responsible for maintaining service quality, operational efficiency and cost control for client success in the extended account management environment supported by his / her team members.
- Achieves Client Success objectives by contributing metrics and recommendations to strategic plans and reviews, preparing, and completing action plans, implementing productivity, quality, and client success audits, identifying client success trends, determining system improvements, and implementing change.
- Takes ownership of client issues and ensures his / her team follows through to resolution.
- Work with senior management to ensure all client issues are brought to completion.
- Determines objectives, sets priorities, installs organization and delegates work efficiently
- Identify, develop, and re-engineer processes with a focus on enhancing the overall client experience.
- Collaborate with Sales to ensure client care procedures are in place for all new Sales initiatives.
- Develop/prepare weekly/monthly internal reporting for status escalations, service management metrics, and voice of client.
- Supports Client Success financial objectives by contributing to forecasts, budgets preparations, scheduling expenditures, analyzing variances, and corrections.
- Responsible for training, scheduling, coaching, and develop his / her team members and nurturing an environment where they can excel through encouragement and empowerment. Manages and resolves conflict in a constructive manner.

**about you**:

- Seniority and multi-disciplinary experience in client facing roles
- Face-to-Face Client Management/Interaction and Relationship Management
- Client Service Management best practices and excellence
- 5 years of work experience in Service Integration / Operations
- Proven track record in leadership and management skills of teams
- Proven track record of at least 3 years of experience in project management (performance, risk, and cost control)
- Proven track record of developing creative solutions to complex problems
- Thorough understanding of Service Strategy, Service Design and Service Operation practices and principles
- Thorough understanding of Service Level Management
- Good level of practiced technical knowledge Skills in Data Management
- Agility and/or DevOps working experience and knowledge
- ITIL qualification and experience in execution
- Experience and/or certification in Quality Management methodology(ies) is desirable
- Six-Sigma or similar performance optimization methodology qualification is desirable
- MSO, MSI, SIAM, ITIL

Technical Skills
- Good technical understanding of network-based services / and -technologies.
- Good knowledge of IT / IT Services.
- Good knowledge of Collaboration (MS Teams) and Contact Center solutions
- Outstanding knowledge of Security, Cloud services and/or Integration Solutions (IS Services) and technologies

Working knowledge in
- Data Analytics, Business Intelligence Tools (OBIEE, Tableau, SAP BusinessObjects (Universe/WebI), PowerBI desirable
- Automation / Dig