Allgemeine Informationen

Standort
Remote
Stellen ID
8957
Job-Kategorie
Geschäftsentwicklung
Sprachanforderung
Englisch

Beschreibung & Anforderungen

Beschreibung

Are you passionate about building relationships with clients and being their trusted advisor?

Do you have experience with Client Success?


What's in it for you?

  • Health benefits for you and your family, including medical, dental, vision
  • 401(k) investment options with employer match opportunities
  • Paid Vacation Time
  • Remote, work-from-home
  • Great work/life balance

Join our Transcom family as the Vice President of Client Success Management! 

The Vice President of Client Success Management drives client satisfaction through solid business relationships, influencing internal delivery center operations groups to achieve the needs of the campaign(s), and delivering insight to the client through value-added analysis, services, and increased revenue to Transcom.

  

What we are looking for: 

Responsibilities

Client Facing Responsibilities

  • Interface with client(s) for leadership and operational updates, issues, program changes and opportunities.

  • Develop relationships with senior leaders within assigned clients, including director, VP, and C-level leaders

  • Acts as a primary interface with the client on escalated issues and provides status of issue inquiries, updates and resolutions to the client and key Transcom leadership.

  • Effectively present business results, initiatives and other data and represent Transcom’s core values and strengths at all times.

  • Prepare, generate and develop client presentations, data validation and first level analysis of reports to be presented to internal and external stakeholders. Participate in leadership meetings both internally and externally.

  • Actively participate in a leadership role in all Business Reviews, Calibrations, site visits, etc. for assigned campaign(s).

  • Support the client on issue resolution or escalations pertaining to single or multiple processes within a given line of business within the assigned Delivery Center(s).

  • Document and effectively communicate all initiatives, new processes or enhancements prepared in collaboration with Operations, Training, Quality, Client Services, Client Operations, Development, etc.


Service Delivery and Performance

  • Review and understand KPI performance of an assigned account(s) and partner with key internal and client leadership on the committed performance criteria. 

  • Partner with key Transcom leadership on action plans and root cause analysis for performance opportunities, including follow up and measurement of plan execution.

  • Schedule regular discussions on strategy and tactics with Transcom operations leadership and client.

  • Cascade all client feedback and inputs to internal teams


Reporting and Communication

  • Analyze reports and provide trending and analysis as appropriate on performance delivery, efficiency and financial goals

  • Functional Department Coordination

  • Understand the role and contribution of other functional groups and how Client Services impacts and is impacted by other functions.



To be successful in this role, you must:

  • Have 5-10 years in a Call Center/Contact Center Management role.

  • Have experience with the Trust and Safety vertical

  • Have excellent communication skills (both written and oral) as well as interpersonal and relationship building skills.

  • Be highly analytical and must be results-oriented with a strong foundation of integrity.

  • Be computer literate with basic knowledge of financial planning, analysis, and forecasting.

  • Have a high level of maturity and sense of responsibility.

  • Have working knowledge of the principles and practices of industries relevant to the client supported and Transcom’s growth goals. 

  • Previous experience in account management, including solutions, revenue growth, and innovation

  • Regularly apply principles, theories and concepts, and has the ability to determine a course of action based on these guidelines or operational requirements.

  • Have strong leadership, consulting and organizational commitment.

  • Be highly organized and detail oriented.

  • Have a proven ability to work successfully in a team environment.

  • Be able to travel up to 50% of the time.

  • Be fluent in the English language.

  • Have experience managing non-exempt leadership in a BPO/Outsourced environment with Client-facing responsibilities, preferred.

  • Have experience in a multinational company in a multicultural setting, preferred.



Location Requirements
Must live and work in the United States.


What Life at Transcom is like!
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #8 on their list of the Top 100 companies to watch for remote work in 2025.

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!