Vice President - Client Services – Amazon Store

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Vice President - Client Services will be responsible for overall client relations, operational effectiveness, revenue generation & client retention.

Job Requirements:

• Establishes and maintains client account plans and ensures that action steps are implemented to achieve results in the areas of client satisfaction and retention, expansion of services, utilization of supplier network
• Accountable for the achievement of all designated goals and objectives in the areas of operational effectiveness, revenue generation, and other success factors
• Proactively supports the development of client relationships and attends meetings & reviews as required, which includes providing support to Directors in account renegotiations including RFPs from current clients.
• In partnership with the Directors, establish and maintain long–term relationships with clients at a global strategic level
• Identifies and implements process improvement for operational effectiveness, for client teams, based on client-specific requirements while adhering to broader operational effectiveness goals, including technology requirements
• Creates an environment for success through regular communication forums, including operational team meetings and strategic leadership meetings with regional directors and managers, including all functional areas within the region
• Works closely with the Clients to assess any concerns about the planned program and associated business objectives
• Performs Client performance analysis and develops optimization plans with Operations; recommends actions around process delivery enhancement
• Conducts Client profitability analysis & optimization recommendations (specifically related to contract/SOW terms and performance)

Attributes & Attitude:

• Strong communication and negotiation skills
• Ability to build relationships with clients, partners, and stakeholders at all levels
• Align individual goals with organizational goals
• Ability to manage multiple complex projects simultaneously
• Highly responsive & have a solution-oriented mindset
• Customer focus & good understanding of business cycles, budgeting & financial management

Knowledge:

• Education: Master’s or Bachelor’s degree in Management, Business, or Marketing
• Experience: 7–10 years of relevant experience in Client Services or Account Management within the BPO, Contact Center, or Customer Experience industry
• Industry Expertise: Experience supporting clients in the CX BPO healthcare sector

Compensation & Benefits:

The anticipated base salary range for this remote position is between $160,000 - $180,000. In addition, Everise provides benefits including medical coverage, dental, vision, disability, 401k, and paid time off. Depending on the specific role, compensation may also include commission earnings and other benefit programs. The actual compensation package may vary based on factors such as skill set, experience level, and candidate's location.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.