Duties and Responsibilities:
- Develop strong business relationships with “key players” in the respective industry and partner with existing clients to understand & align to their strategy.
- Develop strong partnerships with our clients to assist in growth of new and existing relationships.
- Ensure the financial performance of client contracts and programs by closely working with clients to adjust as needed.
- Partner with Client Services team members to analyze and develop innovative ways to minimize cost and create efficiencies in existing & new contracts.
- Oversee and enhance existing client relationships by continually developing and providing guidance and leadership to the Client Service team members of various accounts.
- Work collaboratively with the various support groups and Operations teams.
- Responsible for partnering with Operations to deliver on client performance expectations and Afni internal metrics.
- Assist in improving campaigns' performance by leveraging insights and driving process improvement activities.
- Assist in development of marketing materials, RFP’s and work on the development and presentation of projects.
- Sponsor and oversee new project implementations.
- Partner with Afni IT, Security and RMM team to mitigate risk while ensuring contractual compliance.
Qualifications
- 5+ years of relevant contact center experience, preferably BPO.
- Previous account management / client relations experience required.
- Previous management experience required.
- Possess exemplary verbal and written communication skills.
- Analytical and problem-solving skills are required.
- Strong organizational skills, proactive thinking with a creative and solution-oriented mindset.
- Demonstrated proficiency with Microsoft Office Suite.
- Prior experience giving presentations is required.
- Overnight travel expected.