Director Client Solutions at Alorica in Remote
Consumer expectations for great service are rapidly evolving with a growing expectation for more options, ease and effectiveness in every brand interaction. In today's ultra-competitive market, providing insanely great customer experiences (CX) is what turns customers into brand loyalists. And that's what Alorica specializes in. We're a global leader in designing digital CX solutions that truly make lives better. Through effective customer service and support at every touchpoint--across voice, digital and back office--we deliver the speed, convenience and personalization that customers demand from brands they trust across a multitude of industries. Leveraging innovative technologies including digital assistants, intelligent automation, and a comprehensive analytics suite--we support the world's most respected and innovative brands with the best talent and processes to create memorable experiences. We provide a host of world-class services--strategic consulting, customer care, financial solutions and digital services that are customized to our client's needs across the Fortune 500 to digital pioneers within the communications, finance, fintech, healthcare, retail, and technology vertical markets. The company was founded in 1999 and is headquartered in Irvine, California with locations in North America, Central and South America, India, AMEA and Asia. About the Job:
This role will be a member of Alorica's Client Solutions team, which is responsible for directing the qualification, selling, negotiation and implementation of new business opportunities with existing clients. Act as a strong Customer Advocate regarding existing Client Solutions. The successful candidate will have business acumen to plan business development, business communication skills to involve in strategic discussions, technical background to facilitate solutions design, operational excellence to execute and work with internal teams, and excellent communication skills to influence clients. In addition, candidate must be highly collaborative, innovative, customer centric, and bring a structured approach. Candidate must be self-driven and assertive. Job
Responsibilities:
o Expand business footprint with existing clients. o Lead and drive client engagement and solutions building across client base o Align Company short- and long-term strategies with client to maintain and expand revenue. o Oversee all contract renewals and negotiations o Present Company solutions based on understanding of client's business issues. o Act as a strategic manager for internal Company resources as well as client contacts to successfully negotiate, close and implement new business. o Work with internal teams to structure value proposition to clients. o Lead negotiations to ensure Company best interests from a business issue and legal perspective. o Provide leadership and support in crafting client proposals. o Provide guidance on key deal assumptions such as call volumes, service levels and other critical metrics necessary to build proposals. o Meet with sales leadership to craft personal development strategy on a regular basis. o Participation in Company Programs must meet minimum performance standards. o Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives. Minimum Education and
Experience:
o Bachelor's Degree or equivalent in relevant work experience. o 7
years of client management and/or combination of client management and sales experience. o 1-3 years of supervisory experience preferred. o BPO experience preferred. Knowledge, Skills and Abilities:
o Proven track record in solutions-based relationships and demonstrated creativity in analyzing and identifying solutions. o Industry knowledge of interaction centers and specific business verticals. o Ability to work in partnership with all levels of the organization and client management. o Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and organize work in a multi-tasked environment. o Proficient personal computer skills including Microsoft Office. o Exceptional interpersonal, written, and oral communication/presentation skills. o Ability to direct and motivate others in a team fostered environment. o Ability to prioritize and organize work in a multitasked environment. o Ability to adapt to a flexible schedule. o Ability to maintain the highest level of confidentiality. Additional Information:
o Occasional travel domestically and/or internationally (20-30%) o Office setting required to sit and stand at a desk, communicate in person and by telephone, operate standard office equipment, such as telephones and computers. o Ability to lift and/or move 20 pounds with or without accommodation.
Salary Range:
$150K -- $200K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
This role will be a member of Alorica's Client Solutions team, which is responsible for directing the qualification, selling, negotiation and implementation of new business opportunities with existing clients. Act as a strong Customer Advocate regarding existing Client Solutions. The successful candidate will have business acumen to plan business development, business communication skills to involve in strategic discussions, technical background to facilitate solutions design, operational excellence to execute and work with internal teams, and excellent communication skills to influence clients. In addition, candidate must be highly collaborative, innovative, customer centric, and bring a structured approach. Candidate must be self-driven and assertive. Job
Responsibilities:
o Expand business footprint with existing clients. o Lead and drive client engagement and solutions building across client base o Align Company short- and long-term strategies with client to maintain and expand revenue. o Oversee all contract renewals and negotiations o Present Company solutions based on understanding of client's business issues. o Act as a strategic manager for internal Company resources as well as client contacts to successfully negotiate, close and implement new business. o Work with internal teams to structure value proposition to clients. o Lead negotiations to ensure Company best interests from a business issue and legal perspective. o Provide leadership and support in crafting client proposals. o Provide guidance on key deal assumptions such as call volumes, service levels and other critical metrics necessary to build proposals. o Meet with sales leadership to craft personal development strategy on a regular basis. o Participation in Company Programs must meet minimum performance standards. o Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives. Minimum Education and
Experience:
o Bachelor's Degree or equivalent in relevant work experience. o 7
years of client management and/or combination of client management and sales experience. o 1-3 years of supervisory experience preferred. o BPO experience preferred. Knowledge, Skills and Abilities:
o Proven track record in solutions-based relationships and demonstrated creativity in analyzing and identifying solutions. o Industry knowledge of interaction centers and specific business verticals. o Ability to work in partnership with all levels of the organization and client management. o Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and organize work in a multi-tasked environment. o Proficient personal computer skills including Microsoft Office. o Exceptional interpersonal, written, and oral communication/presentation skills. o Ability to direct and motivate others in a team fostered environment. o Ability to prioritize and organize work in a multitasked environment. o Ability to adapt to a flexible schedule. o Ability to maintain the highest level of confidentiality. Additional Information:
o Occasional travel domestically and/or internationally (20-30%) o Office setting required to sit and stand at a desk, communicate in person and by telephone, operate standard office equipment, such as telephones and computers. o Ability to lift and/or move 20 pounds with or without accommodation.
Salary Range:
$150K -- $200K
Minimum Qualification
Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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