Director, Client Relations

The Director, Client Relations (Account Management) is responsible for both growing and retaining client business at Foundever. The Director 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. Day to day, this means building strong client relationships through prompt communication and regular outreach, including quarterly relationship-building outside the office.

Job Responsibilities

• Understanding client and customer requirements and expectations through review of contracts, letters of intent, and program launch documentation
• Advising the Senior Director of changes within the competitive marketplace on a monthly basis including recommendations for new business/modifications based on documentation
• Conducting ongoing prompt communications with clients to build relationships, update project status, and maintain client education
• Building relationships with clients by socializing with clients outside of the work environment on a quarterly basis, or as client events require and being sensitive to client’s personal interests
• Identifying, recommending, implementing and evaluating through competitive research, project management principles, cross functional teams, cost control initiatives, process redesign and/or dispute resolution, improvements to service delivery, quality of service and operational effectiveness as well as the development of new products or services
• Monitoring and reporting of program progress towards service standards as agreed in Service Agreements and Statements of Work and pursuing appropriate follow up upon identification of performance issues
• Monitoring year-to-date variances to the budget for revenues (ensuring that all services are billed for) and expenses explaining reasons for significant variances to the Senior Director by the 15th day of each month
• Developing objectives and a work plan of duties for Client and Customer Satisfaction employees, and ensuring departmental objectives are met

Skills and Qualifications

• 3-5 years’ experience in Account Management
• Bachelor’s degree in Business Administration or related field
• Ability to travel up to 50% of the time
• Bilingual, French and English will be considered an asset
• Assistance centre experience would be considered an asset
• Insurance experience would be considered an asset

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 130,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

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