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Teleperformance USA Vice President, Client Solutions in Boston, Massachusetts

Overview:

The SAM has direct responsibility for fostering a strong relationship with their assigned client to deliver global farming opportunities and growth in market share through all the TP solutions that are offered. Will serve as a trusted advisor to the client and bring an incessant desire to add value. A "Passion for People" is key. In addition, the SAM is accountable for the financial performance of their portfolio along with client satisfaction as measured by an annual survey. As a senior leader, you will collaborate with other members of the Executive, Global and Site level leadership teams to develop the overarching client relationship and vision and offer targeted solutions to help improve their overall business.

Responsibilities:

  • Cultivates client relationships at C-suite levels and with all relevant client stakeholder to maximize the reputation and growth of Teleperformance business with each client account.

  • Demonstrate awareness of range of services provided by Teleperformance and match them to the overall client strategy for program level enhancement.

  • Develop and implement strategic plans to drive revenue opportunities that with a targeted approach to improve share of wallet.

  • Lead & Mentor a team of Client Solutions Directors & Managers that ensure we are monitoring and calibrating customer service quality, and recommending product and process improvement ideas to clients.

  • Create an environment, which delivers excellent service to clients; ensure account managers are driving operations to consistently meet or exceed all financial and non-financial KPIs.

  • Ensures retention of the client's business, developing broad and deep relationships across the client accounts.

  • Ability to understand the full scope of Telecommunications Teleperformance capabilities and ability to research the client landscape to uncover targeted areas of opportunity.

  • Provide strategic, transformative solutions to add value back into the client's business.

  • Assume accountability for the delivery of transformative, value-added client solutions services that help clients improve customer experience & savings.

  • Attend Quarterly business reviews with operations team & client to understand pain points for client and Teleperformance, help create creative solutions to solve business problems

  • Drive Annual business reviews with key client stake holders, showcase global Telecommunications capability case studies to build confidence on Teleperformance operating models.

  • Act as escalation point for client issues that have not been resolved by normal channels

  • Facilitate client visits, audits and tours while demonstrating knowledge and awareness of the Teleperformance business and the ability to present this to suit client needs.

  • Invite clients to key seminars conducted by Teleperformance to show case depth of subject matter expert across Telecommunications domain.

Qualifications:

  • 15 + years experience across the following areas:

  • Experience in a Call Center Operations Environment or Project Management Team

  • Experience in budget forecasting and management including P&L responsibility

  • Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements

  • Proven success with client facing interactions as it relates to planning, business reviews and business development.

  • Telecommunications Industry Vertical experience preferred in management of operational functions and large account management while interfacing with complex client organizations

  • Extensive expertise in building and managing long-term relationships with business partners and clients.

  • Consultative sales background, hunting and/or farming with proven track record to meet sales targets.

  • Extensive background in project management and project implementation.

  • Strong leadership ability in orchestra directing a team consisting of multiple disciplines, multiple organizations/support functions, and/or upper management team members.

  • Proven ability to manage client relationships.

  • Demonstrated strong track record in driving continuous improvement.

  • Strong financial management skills, (i.e., P&L, pricing negotiation)

  • Demonstrated ability to negotiate win-win agreements.

  • Client facing and executive presentation skills.

  • Excellent, proven interpersonal and communication skills.

  • Ability to manage multiple tasks simultaneously.

  • Successful track record in peer collaboration.

  • Excellent ability to understand client business drivers and objectives.

  • Demonstrated decisiveness and leadership.

  • Medium to high travel requirement.

  • Highest standards of ethical behavior.

  • Bachelor's degree preferred.

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