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Associate Director, Client Services
hace 3 meses
ABOUT AFINITI
At Afiniti, we are a leading provider of Artificial Intelligence technology that elevates the customer experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.
Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.
Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality. We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.
To learn more about Afiniti and the groundbreaking work we do, visit www.afiniti.com.
ABOUT THE ROLE
As part of the Global Revenue organization, our Client Services team operates as Afiniti's internal Strategy Consulting team. We are currently seeking a Client Services Associate Director to join our elite team and play a crucial role in driving revenue growth and project success, while building strong customer relationships. As Associate Director, you will interface with external clients and internal teams to manage and strengthen the business relationship between Afiniti and one or more of our key accounts.
KEY RESPONSIBILITIES
Developing and maintaining positive relationships with key stakeholders at one or more existing clients
Representing Afiniti professionally in written and verbal communication with the client
Representing and advocating professionally for the client internally at Afiniti
Leading performance review sessions with clients on a regular basis
Participating in internal meetings with support teams on a regular basis
Working with multiple cross-functional teams internally and externally to ensure Afiniti services consistently meet client expectations
Assessing and identifying opportunities to increase value to the client and/or for Afiniti growth
Gathering and providing client input as needed to continually improve the client relationship and Afiniti performance
Acting as primary contact for setting and managing client expectations for performance and issue-resolution
Coordinating and representing client requests with appropriate internal teams to deliver on client expectations
Travel may be required ~25% of the time, based on client and business need
MINIMUM QUALIFICATIONS
5+ years of experience in a client-services position
Knowledge of contact center operations and standard contact center practices and procedures
Experience deploying technology in contact centers
Demonstrated client-facing skills with ability to effectively manage multiple client stakeholders
Ability to think strategically and navigate complex situations efficiently and effectively
Outstanding written and verbal communication skills, with a focus on presentation skills
Strong proficiency in MS Excel and PowerPoint
Full working capability in English (written and spoken)
PREFERRED QUALIFICATIONS
Degree in Business Administration, Management, Engineering or a related field
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