Director, Client Account Management - Jobs in Halifax region

Develop relationships with key decision makers and operations staff at our clients.
Manage client relationships and act as escalation point for all client queries
Own and manage incidents/errors end to end in a timely manner.
Maintain a high level of client satisfaction and retention.
Management and oversight of client specific SLA’s and KPI adherence by operations teams.
Host monthly service calls with clients with our SLA and KPI data.
Participate in client DDQ’s and oversight of periodic due diligence visits.
Determine RAG rating for clients. Escalation to internal senior management where appropriate.
Oversee and review client profitability and ownership of client account strategy to drive future growth.
Manage client profitability through workforce planning with operations teams and adherence to common operating model.
Explore cross-sale opportunities where applicable. Actively participate in RFPs or other business development opportunities as required.
Ownership of commercial conversations with our clients. Initial point of contact for new product launches and services.
Participate in global projects to improve client related initiatives or projects with the operational teams.

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