Director, Client Services
vor 7 Stunden
Your Responsibilities
As our new Director, Client Services, you will play a crucial role in elevating the world-class support provided to frontline teams and clients. Combining strategic leadership and inspiring people management you will directly contribute to key performance indicators such as client retention, satisfaction, and loyalty. This unique position allows you to serve as both a business strategist and a hands-on problem solver. You will be part of our Commercial division and report to the Head of Commercial Operations, based in Zurich Switzerland. Moreover, you will:
- Lead and develop a team of 10+ team members across RepRisk’s global hubs (Toronto, Berlin, and Manila) to drive the efficiency and effectiveness of Client Services globally.
- Lead efforts to optimize and enhance a wide variety of areas within Client Services, including reviewing and optimizing end-to-end processes and workflows, automating processes in Salesforce, using technology enablers and improving reporting.
- Establish KPIs and employ data driven decisions to improve client experience.
- Work cross functionally with front and back-office team members to deliver superior client experiences and optimize operational processes.
Qualifications
You Offer
- Minimum 10 years of managerial experience of which 5 years managing teams of 10+ people in a global set-up with an emphasis on improving client experience.
- Minimum 10 years of experience in Client Services in a tech environment covering several roles from technical client support to client success management, combining client relationship management with technical problem solving skills involving data integrations. Good understanding and knowledge of API development, DaaS, or SaaS applications and data cloud are required.
- Strong track record in client success and relationship management – in particular with banks, investment managers, and non-financial corporates.
- Proven results in reviewing and improving end-to-end processes, dependency management and process automation in a CRM tool like Salesforce.
- Experience with coordination and project management with technical, data, and IT-teams, and internal and external stakeholders.
- Strong leadership and strategical thinking skills with the ability to influence and collaborate across diverse teams and geographies.
- Excellent interpersonal skills and change driver, capable of engaging at all levels of the organization.
- Strong communication skills with a proficiency in English, every other language is a plus.
Additional Information
Please note that we will only consider candidates with a valid work permit.
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