iQor · 10 hours ago
Director of Client Services
United States
Full-time
Remote
Lead/Staff, Director/Executive
$100K/yr - $140K/yr
5+ years expiQor is a company focused on enhancing customer experience and managing client relationships. The Director of Client Services will oversee the overall relationship with assigned key accounts, ensuring client satisfaction and identifying new business opportunities.
Customer ServiceLogisticsOutsourcingSupply Chain Management
Hiring Manager
Kakia Shelly
Responsibilities
Act as the primary point of contact for medium-sized Client(s) and resolve complex issues or escalations
Build and maintain strong relationships with Client(s), ensuring their needs are met and exceeded
Conduct regular Client touch bases and reviews, and monitor action plans to address any concerns or opportunities
Owns the creation, review and approval of all contract documents governing business between iQor and their Client(s)
Responsible for negotiating contracts and ongoing cost adjustments
Working with business stakeholders, complete risk assessments on the existing operations and drive mitigation plans to decrease business attrition and create a stable base to grow new business from
Identify opportunities for account growth to drive new business within the existing Client relationship
Develop proposals and presentations for potential clients or existing Client(s) expansions
Participate in strategic planning and contribute to the overall growth strategy of the company
Responsible for meeting the financial/pricing objectives set by the company and achieving the financials approved that support the contracted price model
Develop and implement Client growth strategies to achieve company goals and enhance client satisfaction
Set objectives and key performance indicators (KPIs) for the continued satisfaction and growth expectations of the Client(s)
Collaborate with Senior Executives to align Client Services strategies with broader business objectives
Partner with the Operations team to fully understand the Client(s) product, systems, and various programs worked for the Client(s)
Attend regular performance reviews and provide constructive feedback to Operations team members
Partner with internal groups, such as Operations to make data-driven decisions to improve outcomes
Technology to provide CX and DX solutions toward Client challenges
Sales and Marketing to assist with RFP responses, enhance service offerings, and drive additional revenues for the Company
Legal to assist with contract maintenance, verbiage, and negotiation
Escalate concerns and/or potential issues that may jeopardize Client satisfaction or may discourage growth with the Client
Prepare and present regular reports on Client Services performance, client satisfaction, and other key metrics to Senior Leadership
Analyze data to identify trends, challenges, and opportunities for improvement
Owns monthly review of actual financial reports including a detailed variance analysis where there is a difference to a locked forecast or a recent weekly indicator. This includes the review and analysis of the Profit and Loss statement and the Balance Sheet
Qualification
Required
Bachelor's degree in business administration or advanced degree preferred
5+ years of experience in Client Services or Account Management, with at least 2 years in a Senior Leadership role
Applicable previous experience in a large BPO organization
Proven track record of successfully managing and growing Client relationships
Strong strategic thinking and problem-solving skills
Excellent communication, negotiation, and interpersonal skills
Ability to work collaboratively with cross-functional teams and Senior Executives
Experience with CRM systems such as Salesforce and other relevant software tools
Company
iQor
iQor provides customer interactions, product support services, data and analytics, and iQor LinQ solutions for enterprises.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
unknown2024-05-14Acquired
Leadership Team
Chris Crowley
President and CEO
Jason Grier
Chief Commerical Officer
Recent News
2025-12-24
2025-10-27
Company data provided by crunchbase