Director - Client Services - Sutherland Global Services - Tulsa

Job description
The Global Client Engagement Executive is a leadership role. The individual must demonstrate the ability to have strategic level business discussions with senior leaders of both Sutherland and the client organization. Our client relationships, our strategic directives and associated activities related to managing and expanding a portfolio of accounts requires individual account development disciplines. These disciplines require a broad and measurable set of activities, including training, development of account progression plans, tactical account management metrics, including detailed weekly contacts, critical contact milestones, horizontal account penetration metrics and traditional revenue, profit and value retention/creation metrics. The Global Client Engagement Executive is responsible for implementation and execution of the client / account development process, policies, procedures and the potential skill development of additional Sutherlands Client Engagement Managers. This skillset requires excellent relationship building at the leadership and business owner level to retain and grow the business

Desired Skills and Experience
Client Engagement Responsibilities
Client Satisfaction and Retention
The Client Engagement Executive must obtain and retain a deep understanding of the operational aspects of the service(s) provided to the client. This individual will be required to have a solid knowledge of the client organization and business Establish formula for client defined expansion criteria when KPIs and SLAs are achieved. The Client Engagement Executive will act as a contract manager and assure the contract obligations are met to include supporting an escalation as necessary, drive process improvement, provide thought-leadership and best practice offering to client, address customer service gaps and issues with the intent to always maintain a level of reference worthiness of the client. Establish and manage a practice and process relative to CAP, CSAT and NPS feedback from clients, with a focus on ensuring remedies to concerns are documented, aggregated to the functional level and tracked within accounts.
Client Growth
Strategic account development plans for broader account penetration within the current horizontal and uncovering pursuit opportunities of other Sutherland Global Services solutions are critical to assure long term, profitable and deep client relationships.
The strategic account development plan will serve as the basis for growth and expansion of the client relationship and will be the working document to assure revenue growth. Maintaining and updated plan is critical. The annual growth target of clients will include a “period at rest” for year one of the contract year with annual targets being included post year one. Included in growth will be that of the current horizontal and across the Sutherland organization (i.e.: other horizontal opportunities identified).
This role includes a dynamic wide-range of internal-facing activities focused on assuring client retention and growth. The most critical output of this position is obtaining or succeeding target growth goals of the Client. . The Client Engagement Executive owns the account relationship, and is measured off the aggregate improvements of the key KPI’s reflecting Sutherland’s measureable penetration and performance as well as revenue growth targets. The design of this role and compensation structure allows for critical time to be spent on client engagement activities that focus on retention and growth.

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