Position Summary:
This opportunity requires an Executive level leader with progressive, on-the-spot, critical thinking ability, who will apply his/her experience and education in a highly self-directed environment responsible for overseeing and fostering the relationship with our clients. The ideal Director of Client Service is enthusiastic, hard-working, has a great attitude, and thrives in a fast-paced deadline-driven work environment. This person will have extensive knowledge and experience in all aspects of client services and development, with a working knowledge of the call center /contact center and CRM related industry. As Director of Client Service for Outplex, you will be joining an entrepreneur team with a corporate culture seeking to expand and grow existing clients.
Duties and Responsibilities:
Strategic point of contact for clients establish strong relationships
Support organizational growth by providing strategic client direction, maintaining existing client relationships as well as ensuring that client projects are implemented accordingly
Engage in organic leads and undiscovered channel opportunities
Seek out and assist in developing RFP’s and RFI’s as needed
Collaborate with Executive Leadership to develop goals and growth strategies
Contribute to client’s business growth by identifying new opportunities
Assist the operations team with designing and implementing internal and external tools
Ensure the competency of Client Services processes and procedures through continual evaluation and development of support teams
Manages client retention and client satisfaction goals and metrics
Work closely with our business development team to bring create solutions to prospective clients and properly define client expectations and supports to ensure overall organizational success
Will lead multiple projects and ensure strong integration across the organization
Skills and Qualifications:

Must have management level experience with the proven ability to succeed
Exceptional communication and relationship building skills
Passionate and confident in customer success
5+ years of experience as a leader in client services
2+ years of experience with Customer Relationship Management (CRM) systems preferred
Proven ability to develop systematic processes in compiling and analyzing data to improve company’s profitability
Must have ability to cultivate new business opportunities
Ability to engage decision makers and network accordingly.
Detail-oriented and comfortable with a fast-paced, high pressure environment
Analytical thinker with excellent quantitative and superior problem-solving skills
Team player with strong interpersonal skills and the ability to articulate ideas clearly in oral and written communication
Entrepreneurial spirit with high level of determination