Director, Client Relations

Foundever® • Cana, CA

6d • Remote

About The Position

The Director, Client Relations (Account Management) is responsible for growing and retaining client business at Foundever. The role generates $1 million per year in new business at a gross profit margin of 24% or higher while managing existing accounts to meet target margins. It involves building strong client relationships through prompt communication, regular outreach, and quarterly relationship-building outside the office.

Requirements

• 3–5 years of experience in Account Management.
• Bachelor’s degree in Business Administration or a related field.
• Ability to travel up to 50% of the time.

Nice To Haves

• Bilingual French and English.
• Assistance centre experience.
• Insurance experience.

Responsibilities

• Understand client and customer requirements and expectations by reviewing contracts, letters of intent, and program launch documentation.
• Advise the Senior Director monthly about changes in the competitive marketplace, including recommendations for new business or modifications based on documentation.
• Communicate promptly and continually with clients to build relationships, update project status, and maintain client education.
• Build client relationships through quarterly social activities outside the work environment or as client events require, while being sensitive to clients’ personal interests.
• Identify, recommend, implement, and evaluate improvements to service delivery, quality, and operational effectiveness, as well as develop new products or services, using competitive research, project management principles, cross-functional teams, cost control initiatives, process redesign, and dispute resolution.
• Monitor and report program progress toward service standards agreed in Service Agreements and Statements of Work, and follow up appropriately when performance issues are identified.
• Monitor year-to-date revenue and expense variances against budget, ensure all services are billed, and explain significant variances to the Senior Director by the 15th of each month.
• Develop objectives and work plans for Client and Customer Satisfaction employees, and ensure departmental objectives are met.

What This Job Offers

• Job Type: Full-time
• Career Level: Director