DIRECTOR, CLIENT RELATIONS
at Qualfon

Date Posted: 8/4/2019

Job Description

Job Summary

Main Objectives:

1. Builds and manages the relationships with the company’s clients.
○ Liaison between the client and Qualfon, building trust with the clients.
○ Maintains frequent contact and face to face meetings with the clients.

 2. Ensures Client Satisfaction by exceeding expectations
○ Reviews and analyzes performance reports delivered to clients.
○ Corroborates with clients all deliverables in time and scope.
○ Promotes QBR/MBR meetings with clients (Quarterly/Monthly Business Reviews)
○ Set and manage client program performance expectations to continually enhance client’s satisfaction and perceptions.
○ Works cohesively with internal areas to ensure a high level of service delivery to clients.
○ Directs follow up process for improvements. 

3. Contract Management
○ Understands deeply the contractual agreements and implications.
○ Ensures the execution of the SLA and exceeds client satisfaction by keeping company standards. 

○ Assesses and promotes risk management.
○ Negotiates contract changes and pricing.
○ Reviews compliance report and leads the analysis internally.
○ Monitors and assists on accounts receivable process.
○ Ensures programs continue to adhere to contracts through modifications.
4. Create space and opportunities for sales proposals.
○ Demonstrates value in the analysis of program results to retain, grow and diversify existing services for client while managing and reviewing that all internal and external profitability key performance indicators are aligned with business plan & Budget.
○ Continuously identifies client’s needs.
○ Works proactively with internal teams to capitalized on feasible opportunities.
○ Manages sales opportunities for existing clients.
○ Delivers every client’s request professionally.
5. Issues resolution management.
○ Understanding of issues that can affect the client’s C-SAT levels or perception.
○ Offers process improvement solutions, problem resolution and proper
management of client requests.
○ Monitors both quantitative and qualitative operational performance
indicators and proactively identifies ways to enhance program performance.
○ Addresses our client’s concerns proactively.
○ Identifies issues vs. risks and their probable impact.
○ Documents on issue log.
○ Prioritizes issues based on impact; and complexity.
6. Sales analysis and forecast for all Qualfon existing clients.
○ Analyzes and communicates sales forecast to Sr. Management.
○ Interprets historical records vs. trends and forecast to compare with sales plan of the year and identify potential revenue short falls or growth opportunities.
○ Analyzes and push for LOB’s profitability by analyze their costs
models and identify a base line of action.
○ Provides clear and timely communication
7. Manage, develop and guide the team members.
○ Manages completion of Client Services and Organic Sales key initiative.
○ Leads team and interact with various levels of management.
○ Conducts meetings to review their account performance and coach them up on variances.
○ Manages progress and execution of work plans for the year.
○ Conducts performance evaluations review for compensations.

Area of expertise (Skills)

Bachelor’s degree preferably in Business Administration or equal work experience.

7+ years of managerial experience in the contact center/outsourcing industry supporting International
clients in client account management-client services
 English Proficiency (or more languages according to Client)
 Strong client relationship management skills
 Strong business acumen and financial skills
 20% to 40% travel required.
 Solid understanding of Business Process Outsourcing operational models, Contractual Terms

Other Skills and Experiences (Min)

Travel and hospitality experience a plus

Supplier partnership relationship experience with travel and hospitality vendors

Education

Job Snapshot

  • Employee Type: Full-Time
  • Location: Fort Collins, CO
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 8/4/2019

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

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