Senior Director of Client Services

About TaskUs: 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.

So what does a Senior Director of Client Services do?

Think of yourself as someone who will play a direct role in the operational growth, change, and innovation of the business with strategic initiatives. Imagine yourself supporting today's fastest growing companies to scale their domestic and international operations. Every campaign is different, challenging, and ultimately rewarding as you monitor your team’s growth. In addition to client success, you will play a direct role in the operational growth, change, and innovation of the business with strategic initiatives. You will impact and witness first hand the company’s annual revenue goals of 100% revenue growth year after year.

At TaskUs we look for individuals who are constantly striving for excellence in both their personal and professional lives. Our rapid growth demands high performance, and we're proud to say that we have a talented and motivated team along for the ride. If you’re looking for a new challenge or just want to be a part of something historic, join us. Let’s change the way the world works.

Responsibilities (including, but not limited to):

• Team Management: Manage a team of Client Service Managers and Directors who maintain relationships with TaskUs clients and provide strategic consulting on these client's global customer experience strategy

• Client Management: Conducts weekly/monthly/quarterly business reviews. Is the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs. Conducts face-to-face meetings with clients, wherever they are, to effectively manage the accounts. With the ultimate aim of becoming a trusted partner for clients. Understanding their needs, desires and what is important for them to succeed.

• Financial Management: Achieves annual top-line revenue generated by the campaign as forecasted, gross margin % month/month as forecasted by finance. Grows headcount, revenue, and margins on accounts. As needed, lead contract negotiations during the lifecycle of the contract.

• Communication: Able to charm and influence people across the world. Provides actionable feedback for improvement/course correction internally and externally. Comfortable influencing across teams/stakeholders. 

• Operational Management: Demonstrates an attitude where they roll-up-their-sleeves and handle issues that arise. Achieves expectations for their team’s contribution to the Contractual KPIs for each account. Reaches the Customer Satisfaction Score of 8+. Responsible for the administration of internal/external reporting requirements.

• Strategic Management: Strategizes with clients to ID opportunities for growth. Leads internal team to ensure we have focus on long and short-term objectives. Identifies risks and provides solutions that allow for innovation and change. Brainstorms with management/peers for best practices. Continuously drives performance enhancement and drives real value initiatives for clients.

Skills/Requirements:

• Bachelor’s Degree, MBA (preferred).

• 6+ years of experience in a consulting and/or account management role OR 6+ years of experience in managing customer care, call centers and/or back office operations preferred OR 6+ years of experience in start-ups or high growth companies preferred.

• Experience in managing international teams.

• Experience managing direct reports.

• Hands on experience with Process Improvement and Project Management

• Intermediate to advanced knowledge of Excel, Zendesk, Salesforce CRM, Salesforce Service Cloud, and Quantitative Modeling.

• Experience with other CRM, customer service technology and cloud-hosted telephony is a plus.

• Driven to self-improve and extend spheres of knowledge and influence.

• Practical and action-oriented.

• Ability to sell and be persistent and aggressive.

• Must be able to inspire and persuade people.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

EEO: TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community. 

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.