VP, Client Services AV

TaskUs

5d • Remote

About The Position

You will be a key leader in our organization, responsible for managing and nurturing strategic client relationships to ensure the delivery of exceptional BPO services. This role specifically focuses on overseeing the partnership with high-profile clients in the AV/mobility industry, steering the team toward surpassing client expectations, and contributing to the overall success and growth of the company. In addition to ensuring client success, you will play a direct role in the growth, change, and innovation of the business by establishing automotive vehicle vertical strategic plans and initiatives.

Requirements

• Proven experience in a senior client services role within the BPO industry or consulting organizations.
• Strong understanding of AV or related industries.
• Experience leading large scale global contact center operations in a mixed outsourced and in-house environment.
• Proven success with introducing innovations to clients such as automated customer service technology, chatbots, and AI interfaces.
• Exceptional leadership and communication skills.
• Strong experience and understanding of workforce management, business intelligence and financials. Specifically - you have working familiarity with at least one WFM system (ex. Nice, Verint, Teleopti) one BI system (ex. Microsoft Power BI, Tableau, Google Data Studio), and the ability to build, interpret and manage data in an Excel based P&L.
• Strategic thinking and problem-solving abilities.
• Demonstrated success in client retention and growth.

Nice To Haves

• COPC or Six Sigma certifications or training are a plus.

Responsibilities

• Client Relationship Management: -Develop and maintain strong, collaborative relationships with key stakeholders within the client organization. -Understand the client's business objectives, challenges, and industry trends to align our services accordingly. -Act as the primary point of contact for addressing client concerns, resolving issues, and ensuring overall satisfaction.
• Strategic Planning: -Work closely with the executive team to develop and execute strategic plans for client engagement and growth. -Identify opportunities for upselling and cross-selling additional services to enhance the value proposition for the client.
• Team Leadership: -Lead and inspire a high-performing team of Client Service Managers and Directors, fostering a culture of accountability, teamwork, and continuous improvement. -Provide guidance, mentorship, and support to team members, ensuring professional development and skill enhancement.
• Performance Monitoring: -Establish and monitor key performance indicators (KPIs) to assess the success of client service delivery. -Implement measures to continuously improve operational efficiency and exceed service level agreements (SLAs).
• Collaboration with Internal Departments: -Collaborate with operations, quality assurance, and other internal departments to ensure seamless service delivery. -Facilitate effective communication between client services and other teams to address client needs promptly.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees