West Corporation Vice President Client Engagement in Omaha, Nebraska

Vice President Client Engagement

Description

West Interactive Services is excited to announce we have a challenging and dynamic opportunity as a Vice President Client Engagement available at our Omaha, NE office. The candidate who will stand above the rest will have complex experience with NACD , cloud based solutions , and/or similar SaaS products , leading call center operations (or similar environment) aimed at client performance improvement and recalibration, be familiar with Lean principles , and have the ability to ‘talk tech’ effectively to business minded professionals.

Most, if not all, of these aforementioned skills must be met to be successful in this role as our Vice President of Client Engagement will be responsible for:

  • Providing consultative advice to prospective clients as well as current clients on program development and implementation to maintain current accounts and provide continued revenue growth while ensuring adherence to established departmental and corporate policies and procedures

  • Overseeing continued analysis of client’s needs and present products and services in order to gain additional market share of existing business

  • Working with other areas within business unit (e.g., product development, marketing, etc.) to share revenue generating ideas and programs

  • Facilitating meetings with clients to define and document business requirements, including estimation of cost, timelines for testing, training, implementation and program completion

  • Overseeing employee performance to ensure a balance of optimum productivity and service level goals are maintained at all times

  • Devising performance improvement measures and incentives, track and report results, and revise programs to ensure all goals are met or exceeded

  • Knowing and supporting approved corporate and departmental policies relating to business procedures, philosophies and conduct to include properly interpreting, communicating and assurance acceptance by subordinates

  • Overseeing the monitoring of staffing levels, trends, and turnover, preparing recommendations for Executive management of methodologies to attract and retain quality operations staff

  • Ensuring onsite management staff is proactively supporting the mission

Qualifications

Education

  • Bachelor's degree from an accredited college or university with major course work in business administration, communications, finance, or a related field is required

  • Equivalent work experience in a similar position may be substituted for educational requirements

  • Based on area of assignment, a Master's of Business Administration (MBA) from an accredited college or university may be preferred

Experience

  • Minimum 10 years experience in customer relationship management or operations, to include at least 3 years’ experience with business analytics and customer usability required

  • Minimum 5 years supervisory experience required

  • Minimum 3 years’ experience in the multi-channel Inbound and Outbound Interactive and Integrated solutions experience required

Other

  • Intermediate knowledge of MS Word and Excel required

  • Based on area of assignment, Six Sigma Certified Black Belt or Master Black Belt may be preferred

West is connecting people and ideas.

We are delivering on their potential.

We are improving the way we work and live.

As customer expectations evolve, and new channels emerge, achieving true CX maturity is a never-ending journey. As more than a simple software provider, West pairs industry-best technology with ongoing CX consultation, business intelligence and CX strategies to create a truly unique customer experience for your brand.

Since 1989, West has helped businesses integrate industry-leading technology, layer it with intelligent data, and orchestrate every component within the CX ecosystem. It’s time to deliver a more connected CX - from customer attraction to long-term advocacy. When you partner with West, you’ll make your customer interactions smarter, faster and more personal.

Applications will be accepted through 09/30/17.

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Job Executive

Primary Location United States-Nebraska-Omaha

Schedule Full-time

Organization Interactive Services USA

Req ID: 119476