Director - CMG Program Management (Based in Richmond, VA; Salt Lake City, UT; Jacksonville, FL)

Convergys currently seeks qualified candidates to fill several Director - Client Services opportunities. Responsibilities include overseeing assigned project managers, providing leadership, coaching, and guidance for successful delivery of client initiatives. Ensures that new and existing clients are aware of all relevant products that Convergys offers in order to solidify the client relationship, add value, and become a true partner in that client?s business. Partners with Sales and Operations in managing relations, issues, negotiations, strategy, and execution of services in support of client requirements and targeted financial goals.

 

 

PRIMARY DUTIES AND RESPONSIBILITIES:
Primary point of contact for the client
Works closely with sales, operations, and financial teams in new business capture efforts defining solution alternatives and developing pricing models.  Has clear new business development revenue goals?, supporting sales efforts.
Coordinator of all program delivery, contract through installation
Develops client specific Strategic Account Plan
Manages client satisfaction measurement and response to results
Analyzes data, prepares monthly reports and coordinates operations and QBR reviews
Manages program profitability and performance metrics: budget, SLA?s, A/R, invoicing, and cross-BU agreements
Monitors and trends relevant data to accurately forecast and manage operational performance, financial results, and resource requirements
Oversees all contracts related to client programs; tracking deliverables and managing contractual obligations
Monitors A/R and takes appropriate actions as needed
Works with legal to draft content and terms of LOAs, Work Orders, and change requests
Partner with Operations to improve engagement profitability, generate increased revenue and/or meet client contractual obligations

 

EXPERIENCE
10+ years of related business experience and training
Previous experience in a senior-level client facing role (Sales/Operations) and/or previous management experience, hiring, training and developing staff

 

The SUCCESSFUL CANDIDATE WILL POSSESS THE FOLLOWING KNOWLEDGE, SKILLS AND ABILITIES:
Able to translate knowledge of client?s business strategy, priorities, organization and culture into a strategic account plan that drives the overall relationship
Proven ability to manage multiple priorities
Skilled in financial management (Pricing models and/or P&L, Budget, Forecasting, Expense Management)
Relevant industry knowledge and/or CMG specific product/service knowledge
Client facing skills: presentation, written communication, etc.
Ability to work in an unstructured environment
Excellent, proven interpersonal and communication skills
Outstanding project management skills
Demonstrated decisiveness and leadership

 






Contact Information: Convergys




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