Client Services Director at Welocalize Ltd | Torre
Client Services Director
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Client Services Director

Welocalize Ltd
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(2.3K) info
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Full-time

Legal agreement: Employment

Compensation
USD50K - 160K/year
Non-negotiable
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Hybrid (United States)
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Published over 5 years ago

Responsibilities & more

The following is a non-exhaustive list of responsibilities and areas of accountability of the Client Services Director: • Manage a client portfolio of circa $10M + • Represent Welocalize in customer and industry events and always exemplify the Welocalize 4 Pillars philosophy (i.e. customer service, global teamwork, innovation and quality) in every interaction, internal or external. • Create a high performance service delivery team in line with the 4 pillar philosophy. Lead, manage, execute performance management, training and development plans to move their team to the optimum level of performance. They will provide coaching and mentoring to each team member with the specific goal of increasing their proficiency in all required competencies. • Customer success governance; ensure delivery teams are meeting or exceeding customer expectations. • Achieve all financial KPIs for assigned business unit/customer portfolio; bookings, revenue, expense, in-process backlog, direct profit and margin. Utilize business intelligence to monitor customer level performance and direct Client Service Managers to improve performance where required. • Collaborate with Customer Success Managers to develop appropriate Strategic Account Management (i.e. SAM) plans and bookings forecasts for each customer. • Capacity planning; budget, forecast, monitor and adjust capacity plans to ensure the assigned business unit/customer portfolio has sufficient capacity to meet customer demand. • Collaborate with Shared Services and Operations leads to identify and implement operational leverage improvement opportunities. and successful conclusion to all language tests requested by their customers • Drive and champion assigned corporate initiatives as selected by the VP, Customer Success. • Developing key customer sponsor relationships to foster customer loyalty, business expansion and escalation management.
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