Client Services Director
hace 3 días
About Afiniti
Afiniti is 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.
We revolutionize the contact center industry by pairing customers with the most compatible contact center agents, enhancing the entire customer journey and 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.
The Role
As part of the Global Revenue organization, our Client Services team operates as Afiniti's internal Strategy Consulting team.
We are 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
Requirements
- 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)
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