Client Solutions Manager | Tech Account  

Expert Global Solutions (EGS) is a global customer service organization, serving the world’s leading companies and best-known brands. With more than 40,000 employees in locations around the world, our people deliver extraordinary service – via phone, email and chat, every day. Embracing a diverse workforce with a shared commitment to deliver outstanding customer service, EGS offers significant opportunity to build a rewarding career, in a dynamic and customer-oriented environment.

Summary

Qualifying, selling, negotiating and implementing new business opportunities with existing clients. Act as a Customer Advocate regarding existing client solutions.

Principal Responsibilities

• Expand business footprint with existing clients.
• Align Company short- and long-term strategies with client to maintain and expand revenue.
• Oversee all contract renewals and negotiations
• Present Company solutions based on understanding of client's business issues.
• Act as a strategic manager for internal Company resources as well as client contacts to successfully negotiate, close and implement new business.
• Work with internal teams to structure value proposition to clients.
• Lead negotiations to ensure the Company's best interests from a business issue and legal perspective.
• Provide leadership and support in crafting client proposals.
• Provide guidance on key deal assumptions such as call volumes, service levels and other critical metrics necessary to build proposals.
• Meet with sales leadership to craft personal development strategy on a regular basis.
• Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives.
• Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations relating to job duties.
• Knowledge, understanding, and compliance with NCO policies and procedures.
• Participation in Company Programs must meet minimum performance standards.
• Accountable for all decisions, actions, and directives with respect to job responsibilities.
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
• Follow up in a timely manner to ensure customer satisfaction.
• Provide feedback to management concerning possible problems or areas of improvement.
• Make recommendations to implement improved processes.
• Perform other duties as assigned by management.

• Bachelor's Degree or equivalent in relevant work experience.
• 3 to 5 years client management and/or combination of client management and call center operations.
• Proven track record in solutions-based relationships and demonstrated creativity in analyzing and identifying solutions.
• Industry knowledge of interaction centers and specific business verticals.
• Ability to work in partnership with all levels of the organization and client management.
• Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and organize work in a multi-tasked environment.
• Ability to maintain the highest level of confidentiality.
• Ability to adapt to a flexible schedule.
• Proficient personal computer skills, including Microsoft Office.
• Exceptional interpersonal, written, and oral communication/presentation skills.
• Ability to direct and motivate others in a team fostered environment.