Vice President, Client Services
About The Position
TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States. It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First. What you can expect in a Vice President, Client Services role with TaskUs: You will be a key leader in our organization, responsible for managing and nurturing strategic client relationships to ensure the delivery of exceptional BPO services. This role specifically focuses on overseeing the partnership with a high-profile client in the transportation industry, steering the team toward surpassing client expectations, and contributing to the overall success and growth of the company. In addition to ensuring client success, you will play a direct role in the growth, change, and innovation of the business by establishing vertical strategic plans and initiatives.
Requirements
- Proven experience in a senior client services role within the BPO industry or consulting organizations.
- Experience leading large scale global contact center operations in a mixed outsourced and in-house environment.
- Strong understanding of transportation or related industries.
- Proven success with introducing innovations to clients such as automated customer service technology, chatbots, and AI interfaces.
- Exceptional leadership and communication skills.
- Strong experience and understanding of workforce management, business intelligence and financials. Specifically - you have working familiarity with at least one WFM system (ex. Nice, Verint, Teleopti) one BI system (ex. Microsoft Power BI, Tableau, Google Data Studio), and the ability to build, interpret and manage data in an Excel based P&L.
- Strategic thinking and problem-solving abilities.
- Demonstrated success in client retention and growth.
Nice To Haves
- COPC or Six Sigma certifications or training are a plus.
Responsibilities
- Client Relationship Management: -Develop and maintain strong, collaborative relationships with key stakeholders within the client organization. -Understand the client's business objectives, challenges, and industry trends to align our services accordingly. -Act as the primary point of contact for addressing client concerns, resolving issues, and ensuring overall satisfaction.
- Strategic Planning: -Work closely with the executive team to develop and execute strategic plans for client engagement and growth. -Identify opportunities for upselling and cross-selling additional services to enhance the value proposition for the client.
- Team Leadership: -Lead and inspire a high-performing team of Client Service Managers and Directors, fostering a culture of accountability, teamwork, and continuous improvement. -Provide guidance, mentorship, and support to team members, ensuring professional development and skill enhancement.
- Performance Monitoring: -Establish and monitor key performance indicators (KPIs) to assess the success of client service delivery. -Implement measures to continuously improve operational efficiency and exceed service level agreements (SLAs).
- Collaboration with Internal Departments: -Collaborate with operations, quality assurance, and other internal departments to ensure seamless service delivery. -Facilitate effective communication between client services and other teams to address client needs promptly.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
