Job description

Site: Dallas, USA
Reporting to: Head of Client Services - US

We’re an award-winning business outsourcer providing offshore and onshore staffing solutions that are Safe, Flexible, and Innovative for our global clients.

As an Acquire BPO employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies.

As a values-led organisation, we expect all our team members to exemplify our four values of Collaboration, Impact, Passion and Transparency.

A SNAPSHOT OF YOUR ROLE

The Client Services Team lead the development of strategic planning, commercial growth, and key initiatives to strengthen and nurture the partnership between Acquire BPO and our clients.

As an Acquire BPO Client Relationship Director you will provide leadership to US Client Services team and their portfolio of client, including setting strategic business direction, developing best practices to deliver exceptional customer service to both clients and internal stakeholders. This role will develop service standards for clients, supporting Client Services across all client interactions both internal and external.

In addition, as a key US based senior company representative you will support and lead prospective client interactions to shape commercial proposals based on developing a solid understanding of client need & opportunity

Key responsibilities include:

• Support the Head of Client Services - US in setting & driving strategic vision for US team and client base
• Lead local client sales interactions supported by the global sales team
• Management and compliance to performance SLAs, targets and commercial requirements within the assigned portfolio’s
• Lead team on strategic account review sessions with key clients to drive growth and/or business improvement
• Lead team to drive performance of the dedicated portfolio’s on a daily, weekly, monthly, quarterly and annual cycle
• Ownership of contract renewals, annual increases, and other key strategic activities
• Develop trusted relationships and executive sponsorship with key clients, such as C-suite leaders and key decision makers
• Build a strong network of internal stakeholders to ensure delivery of client objectives whilst growing Acquire BPO’s profitability
• Drive a continuous improvement culture
• Maintain an active register of competitive threats & drive programs of work to mitigate

WHAT SUCCESS LOOK LIKE

• Client and team satisfaction
• Client growth and contract renewals
• Capability development of internal teams

A BIT ABOUT YOU

• 7+ years relevant experience in the BPO industry, including a history of call centre operational experience across several markets/industries
• Demonstrated success building a strong working relationship with internal and external C-Suite stakeholders
• A critical thinker who is not afraid of asking tough questions or sharing relevant feedback.
• Invested in the drive for excellence and improvement and you actively contribute to support the business and client’s needs
• Ability to understand and demonstrate Acquire BPO’s core values and leadership principles and translate those to everyday practices

WHAT WE VALUE

We’re proud of our diverse global team, all working together and adhering to these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

Acquire BPO is a business outsourcer with a vision to connect organisations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price.

If this opportunity interests you, then please apply via our internal recruitment process at https://acquirebpo.wd3.myworkdayjobs.com/Acquire/job/Texas/Client-Relationship-Director_R5715

Job Type: Full-time

Salary: $130,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Application Question(s):

• Do you have demonstrated success building strong working relationships with internal and external C-Suite stakeholders?
• Do you have proven experience managing performance SLAs, targets and commercial agreements?

Experience:

• Team Leadership: 5 years (Required)
• relevant BPO and call centre operational: 7 years (Required)
• Client relationship management: 7 years (Preferred)

Work Location: Hybrid remote in Dallas, TX 75219

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