Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The Director - Client Technology Services plays a strategic role within the IT organization and is responsible for end-to-end client relationships, planning and technical escalations by leading a team of Technical Account Managers. Additionally, the Director will use structured and methodical practices for client engagements and manages cross functional teams to deliver seamless designs and implementations for all technology solutions. Also be accountable for leading new technology initiatives that produces a successful business outcome for our clients that drives overall satisfaction and a stronger long term partnership.
Job Requirements:
• Manage the Technical Account Management team for end-to-end IT execution
• Responsible for driving deeper level technical requirements during sales process in order to scope and estimate projects effectively
• Responsible for performing necessary research of third-party technologies, tools, and applications that are introduced during the presales process
• Responsible for setting overall direction for productive client engagements, reporting and management of processes to drive efficiencies
• Strengthen client relationships by coordinating solution engineering functions to address complex business problems that strengthen the Everise position with clients
• Define and validate project scope, design initial high-level solution architecture by partnering with technical teams, and estimate level of effort and cost
• Direct internal IT teams and partner with Sales and Client Services to engage and consult with customers to gather requirements for potential projects
• Define solutions that leverage existing Everise capabilities to address client needs and look for new technologies / capabilities that can drive overall profitability
• Coordinate the efforts of internal subject matter experts to present client solutions
• Lead by providing overall proactive management for all client related technical issues by leveraging standardized procedures and best practices for support to resolve production issues quickly
• Develop, refine, and report upon key performance metrics that show valuable client and IT engagement statistics that help drive overall success for the each client
• Create and maintain strategic relationships with key stakeholders within our customer organizations, including the IT Directors, CIO, and Line of Business leaders as well as technology professionals
• Lead and participate in projects from conception through launch by managing client and internal stakeholder expectations around the solution, timelines, issues, risks, migration strategy and go-live support
• Demonstrate a deep understanding of the market forces affecting our clients and offers insight into new ways of achieving objectives
• Serve as a change agent by articulating the case for change and helping our clients evolve by leveraging IT differently for better business outcomes
• Be accountable for ensuring the team meets defined Service Level Agreements and compliance to all organizational policies procedures, programs and applicable legal requirements
• Directs and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives
Qualifications:
• Bachelor’s degree in related field required
• A minimum of 10 years of related experience in the BPO industry, IT services or consulting, managing teams of technology and/or technical account management professionals that implement technology services throughout a large enterprise
• 7+ years of experience with technical implementation customer projects
• Proven experience in project management, business development and/or pre-sales consulting
• Deep understanding of business and technology trends business development, relationship building, strategic planning
• Prior leadership experience managing a number of teams concurrently
• Experience with solving and operating business solutions requiring high availability, high scaling and low latency
• Strong knowledge in two or more of the following: networking, telephony, contact centers, CRM tools, application development, security, cloud, desktop, and operational support
• Consistently practices strong organizational, communication, project management, negotiation, problem solving and presentation skills
• Willingness and ability to travel
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
