Client Services Director
TaskUs is the fastest growing tech-enabled business services company in the world. We exist to provide ridiculously innovative customer support, AI operations, and content security to the world’s most disruptive companies
We believe our Frontline employees come first, always. At TaskUs, leaders eat last––in other words, we expect you to put your line of direct reports before yourself. We think in terms of #FrontlineFirst because we know good ideas can come from anyone at anytime. That’s probably why we’re ranked 40th on Glassdoor’s 2019 “100 Best Places to Work” list.
A special place requires special people. Qualified candidates have a sense of humility, an adventurous spirit, and a relentless work ethic. If you are looking for more than the standard 9 to 5, you’ve found it.
We exist to make the world’s best companies better. We aim to have fun while doing it.
What does a Client Service Director really do? Think of yourself as someone who will play a direct role in the operational growth, change, and innovation of the business with strategic initiatives, so not just anyone is qualified for this role! We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it’s time to imagine what it’s like being a Client Service Director.
Imagine yourself going to work with one thing on your mind: that you will constantly monitor your team’s growth. As you tackle your new tasks for the day, you know that it will lead to one thing: that you will impact and witness first-hand the company’s annual goal of 100% revenue growth year after year.
As a Client Service Director, you will manage one or two strategic campaigns and as needed non-strategic accounts, both new and existing, through the client lifecycle and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the teams’ performance. You will manage a team of three or more client services manager with roll-up responsibility of their campaigns. You will manage regional office responsibilities.
In terms of Client Management (30%), you will conduct weekly/monthly/quarterly business reviews. You will be the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs. You will conduct face-to-face meetings with clients, wherever they are, to effectively manage the accounts. With an ultimate aim of becoming a trusted partner for clients, you must understand their needs, desires and what is important for them to succeed.
In terms of Financial Management (25%), you will achieve annual top-line revenue generated by campaign as forecasted, gross margin % month/month as forecasted by finance. You will do grow headcount, revenue and margins on accounts. As needed, lead contract negotiations during the lifecycle of the contract.
In terms of Communication (20%), you will charm and influence people across the world. Provide actionable feedback for improvement/course correction internally and externally. Comfortable influencing across teams/stakeholders. Professionally presents to groups and 1/1 and hosts engaging client visits.
In terms of Operational Management (15%), Demonstrates an attitude where they roll-up-their-sleeves and handle issues that arise. Achieves expectations for their team’s contribution to the Contractual KPIs for each account. Reaches the Customer Satisfaction Score of 8+. Responsible for administration of internal/external reporting requirements.
In terms of Strategic Management (10%): you will strategize with clients to ID opportunities for growth. Leads internal team to ensure we have focus on long and short-term objectives. You will identify risks and provide solutions that allow for innovation and change. Brainstorms with management/peers for best practices. You will continuously drive performance enhancement and drives real value initiatives for clients.
So, do you have what it takes to become a Client Service Director?
So, what is it we’re looking for? Well, since this is a Client Service Director post, we need someone with a Bachelor’s Degree, MBA (preferred). If not, we need someone with 5+ years experience in a consulting and/or account management role or 5+ years experience in managing customer care, call centers and/or back office operations preferred or 5+ years experience in start-ups or high growth companies. We need someone with who will be responsible for a P&L or Budget of at least $20MM.
What else? We need someone with intermediate to advanced knowledge of Excel, Zendesk, Salesforce CRM, Salesforce Service Cloud and Quantitative modeling. We need someone with experience in the following: CRM, customer service technology, cloud hosted telephony, managing international teams, managing direct reports, process improvement and project Management.
We need someone who’s driven to self improve and extend spheres of knowledge and influence. Someone who’s practical and action oriented. Someone who has the ability to sell and be persistent and aggressive. We need someone who must be able to inspire and persuade people. Someone who’s willing to work long hard hours, weekends. Someone with the ability to travel up to 40% of the time. Standing and sitting for sustained periods of time, at least 50%. Close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
TaskUs is the fastest growing tech-enabled business services company in the world, delivering the customer support, AI operations and content security services that power the world’s most innovative companies. Listed as one of Glassdoor‘s “100 Best Places to Work”, USA Today’s “Best Company Cultures” and “Best Companies for Women” by Comparably, TaskUs is a Frontline-First company that puts its people at the heart of everything they do.
TaskUs has been recognized as one of the Inc. “500 Fastest Growing Private Companies in America” for the past seven years consecutively. Founded in 2008 by Bryce Maddock and Jaspar Weir, the company raised over $250mm in 2018 from the world’s largest private equity firm, Blackstone.
TaskUs currently has over 15,000 employees and offices across the U.S., Philippines, India, Taiwan, and Mexico.
TaskUs, Inc. is an equal opportunity employer.