DIRECTOR FOR CLIENT GROWTH – KMC TEAMS

The Purpose Driven Career Objectives of a Sales / Business Development at KMC:

At KMC, the Director for Client Growth is mainly responsible for identifying new business opportunities/revenue growth from existing KMC Customers. They will be tasked to conduct highly consultative Solutioning calls and meetings with KMC TEAMS Customers and work with a team of Client Services Managers (Account Managers) to provide best-in-class Client experience. The goal is to promote better partnership, confidence, compliance, and particularly growth by consistently exceeding the established service level agreements (SLAs). As an imperative, the role must also develop and/or enhance the services by providing sound resolutions through a structured or data-driven approach as well as resolving issues and concerns.

To apply for Sales / Business Development, you are excellent at:

• Gather and analyze Clients’ projection data to identify KMC TEAMS’ top Customers in terms of growth potential and utilize same to establish priority leveling per Customer based on return on effort / investment
• Proactively conduct high level Solutioning calls with Customers to uncover pain points and to identify revenue growth opportunities across KMC’s Customer portfolio by coordinating closely with Sales and regularly attending Customer meetings, calls, business reviews and other engagements.
• Provide concise consultation and resolutions based on any Customer concerns and strategically work with relevant KMC departments to drive Customer-centric resolutions in a timely manner.
• Clearly communicate and coordinate with all KMC Departments to ensure that all KMC stakeholders are aligned and know exactly what is required from a Company, Team and Individual perspective
• Breed a culture of proactivity and rapid responsiveness to Client communications, through mentorship as well as setting expectations through your own actions  
• Reports and Analysis – facilitate and present informative, customized reports and decks for Customers of KMC to assist in making data driven decisions in driving growth opportunities
• Provide thought leadership and stay abreast of industry trends and emerging technologies.
• Identify specific Customer and market trends associated with growth industries / sectors and regularly report back to Sales (and Customers).
• Take a highly Consultative and Proactive approach with Customers to ensure KMC’s services are helping them achieve their organization’s key goals and top priorities
• Learn the business model of the clients and provide value-add recommendations for the retention, growth, and expansion of the Customer’s business
• Identify specific hiring time bound goals for fast growth Customers and concisely document and align relevant KMC Departments to ensure the desired outcome(s) are achieved as quickly as possible
• Architect revenue generating solutions customized to Customer requirements and continually enhance service delivery by facilitating delivery and process improvement
• Train, Coach and Mentor to optimize the skills of KMC team members with an aim at continuous improvement and enhanced Customer satisfaction
• Relationship Management – Build rapport with Customers through Customer engagement/entertainment to develop strategic relationships with Client stakeholders
• Drive referrals (new logos or new business, existing Customer)
• Develop and implement the architectural vision and strategy for KMC TEAMS
• Align architectural initiatives with business goals and objectives
• Lead the design and architecture of complex, scalable solutions, aligned with best practices and industry standards.
• Workforce management to distribute the workload based on number of accounts, priority leveling, geographies and complexity ratings
• Foster a culture of innovation, collaboration, and continuous improvement.
• Conduct regular performance reviews (as required) and provide constructive feedback.

Project Oversight:

• • Oversee/monitor our ticketing system to ensure deliverables are within SLAs
  • Oversee multiple projects, ensuring they are delivered on time, within scope, and within budget
  • Manage project risks and issues, implementing corrective actions as needed.
  • Monitor and report on project progress and performance metrics.
  • Manage projects, fix any reliability issues, track service metrics, and lead other team members responsible for getting services delivered to clients
  • Provide resolution and manage conflicts given set deadlines by keeping the team organized; ensure all escalations are resolved
  • Maintain a detailed and accurate Client Masterfile and renewal forecast
  • Ensure critical activities such as Monthly Progress Reports/Quarterly Business Reviews and CSATs are carried out for Clients according to schedule
  • Ensure timely billing and collections
  • Manage the budget for Client related operational expenses while providing the expected service delivery and ensuring accuracy of billing reports
  • Ensure Business Continuity

Your Success Profile includes:

• Min. 10 Years Well-established Experience with Account Management and Service Delivery with at least 5 years in a managerial position
• Well versed in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.)
• Experience working in BPO companies
• Experienced in managing large multi-site/multi skilled BPO companies
• Experience in using CRM tools and applications
• College Graduate