Senior Director, International Client Advocacy

Global Payments (Beamery)UT
Internship

9 months ago

Description

Job Title

Client Advocacy Manager

Job Location

United States

Job Overview

  • Ensure international teams evolve to deliver differentiated experiences to clients and partners
  • Drive engagement and success of clients
  • Collaborate with international teams for process improvement
  • Focus on UK, Australia, Hong Kong, and the Philippines initially, with expansion opportunities
  • Impact: 50,000+ proactive client interactions, 25,000+ welcome calls with new clients, 1% drop in attrition saves $10 million

Compensation

  • Competitive salary based on experience

Responsibilities

  • Guide the strategy and build-out of Client Advocacy teams across multiple locations:
    • Find, hire, and develop leaders in each geographic team
    • Collaborate with local leaders to build understanding and align strategies
    • Identify opportunities and develop workflows
    • Develop proactive engagement strategies based on cultural differences
    • Connect business value with client needs for mutually beneficial relationships
  • Guide the strategy to reduce client attrition:
    • Develop and enhance a process to identify at-risk clients
    • Create plans for teams to initiate contact and remove hurdles
    • Implement strategies to protect and grow revenue opportunities
  • Process and efficiency improvement:
    • Consult with business leaders to develop new tools and processes
    • Guide internal process reviews and projects for better experiences
    • Ensure efficient processes for teams and clients
  • Interact with critical partners:
    • Handle escalated partner issues
    • Collaborate with various departments to alleviate partner issues
    • Ensure ClientsF1RST approach for mutual success
  • Create, enhance, and deliver upon Client Experience objectives:
    • Ensure understanding of Client Experience objectives and approaches
    • Foster a service-driven culture focused on client experience
    • Develop new approaches to client engagement
    • Collaborate across all teams to enhance processes
  • Reporting Duties:
    • Develop clear activity reporting for team productivity and outcomes
    • Develop impact reporting based on case work
    • Regular attendance and compliance within schedule assigned

Requirements

  • 10+ years of Customer Service/Customer Experience roles
  • Ability to build new teams, processes, structures from scratch
  • Strong organizational and analytical abilities
  • Detail-oriented
  • Ability to learn new technologies
  • Skilled in Excel
  • Excellent communicator and collaborator
  • Demonstrated understanding of Client Experience principles
  • Excellent leader with supervisory experience

We're excited for you to apply!

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INSIGHTS

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Career Paths

People who completed this type of internship end up in the following types of jobs

Top majors

That get hired for this type of internship

  • Political Science And Government26%

  • Law13%

  • Economics7%

  • International Relations And National Security Studies4%

  • Psychology3%

  • 246 other majors45%

People who did this kind of internship end up at the following companies

  • US Congress
  • United States Senate
  • US Department Of Justice
  • Federal Judiciary
  • US Department Of State

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