Job Details
Job ID: 1744
Job Title: Director of Client Services
Job Type: Direct Hire
Level: Managerial
Location: United States-California-TBD

Job Description
Description: This position will consistently improve operational performance and maintain service excellence with all Client relationships. The DCS’s ongoing priority is to collaborate with and mentor the Client Services Teams (Agile•1 Client Services Personnel) to provide outstanding customer service and generate additional business opportunities throughout the client’s geographic footprint for all verticals of the ACT•1 Group of Companies. The DCS will also bring forth new ideas for all Agile•1 business, to keep Agile•1 in the forefront of the Supplier Management and Workforce Technology field.

Additionally, the DCS will provide guidance to client and direct reports which includes, but isn’t limited to, general human resources issues, risk management of 1099 candidates, and FLSA exempt vs. non-exempt classification, contingent staffing solutions, and supplier management best practices. Will be responsible for sales forecasting, meeting financial objectives, quality metrics and balancing multiple projects. Will ensure that Client Service Teams maintain the integrity and accuracy of account specific database.

This position will directly manage the Client Services Managers and/or Client Services Teams to measurable service standards. Manage an efficient, profitable service center in accordance with the projections, policies, and procedures developed by the Agile•1 Management Team.

This position is responsible for providing outstanding customer service and generating additional business opportunities throughout the client’s geographic footprint for all vertical of the ACT•1 Group of Companies.
Requirements/Qualifications: QUALIFICATIONS: This individual will have at least 8 years in National Account Management, On-Site Implementation (Staffing Environment) or National Sales with Fortune 500 companies.

EDUCATION REQUIREMENT: Bachelor's degree (B.A.) from four-year college or university; ten (10) years of industry related experience; or equivalent combination of education and experience.

JOB EXPERIENCE REQUIREMENT: Director of Client Services role requires a minimum of 12 years experience in related field and/or industry.

LANGUAGE/COMMUNICATION SKILLS (written & verbal): Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedural manuals. Ability to present information effectively and to respond to questions from groups of managers, clients, customers, and the general public.

COMPUTER/SYSTEM SKILLS REQUIREMENTS: Working knowledge of computers including Windows environments, email, and the internet. Proficiency with MS Office applications including Excel, Word, PowerPoint, Outlook, Project and Visio. Ability to quickly learn proprietary technology.

• Proven experience in human resources related activities such as recruiting/ staffing, customer relationship management, business development, supplier/contractor management.
• Demonstrated experience in operational and financial functions such as profit & loss and budgeting) as well as associated tracking software systems and procedures.
• Knowledge of labor and employment laws, i.e. Wage & Hour, FLSA, EEO, OSHA, etc.
• Experience with on-site/corporate operations with contingent staffing including staffing vendor management for Fortune 500/1000 clients.
• Excellent verbal and written communications.
• Professional appearance.
• Able to prioritize multiple tasks without compromising service or quality.
• Able to work independently with minimal supervision.
• Excellent organizational skills.
• Ethical, fair and professional conduct in all candidate, client, and peer interactions.
• Flexible, accountable and a team player.
• Available to work overtime.
• Energetic and able to work well in a fast paced environment.
• Excellent memory and recall skills.
• Ability to interact with client C level management.

• Facilitates the implementation process for designated Agile•1 accounts by working with the Implementation Team, Client Services Team, the client, and the supplier partners to ensure a smooth transition.
• Manages the overall contractual relationship by meeting with client representatives as needed, monitoring the compliance of the contract, and reporting to the Vice President of Client Services the volume of business that is being received and developed.
• In this entirely customer-facing role, you will help customers to define and implement complex integrated solutions that optimize the Agile•1 technology to support and grow their business.
• Overall responsibility for the costing, scheduling, planning & tracking, terms & conditions and risk management of the project through its entire life cycle, delivering profit and total customer satisfaction.
• As the Agile•1 point of contact for assigned accounts, develops and maintains relationships with client sponsor(s) in order to build strong partnerships and alliances. Sells Agile•1’s service capabilities throughout account, and creates introductions for other ACT•1 Group Companies.
• Oversees the Implementation of all assigned accounts through collaboration with the Implementation Team. Closely monitors client satisfaction and support during the System Implementation Phase. In addition, monitors the Supplier Engagement Process to ensure successful Supplier Partnerships.
• Determines quarterly and annual revenue targets for each account and is accountable for meeting those financial targets.
• Will monitor the compliance of each contract by reviewing Service Level Agreements and Client Satisfaction Surveys. Will meet with Program Managers monthly, quarterly or as needed to ensure the quality of the program and customer satisfaction through business review meetings.
• Facilitates engagement and utilization of Shared Service Center support for operational involvement in client accounts. The DCS partners with the Director (or head) of the SSC to determine types of support, allocation of hours, etc. to ensure that contractual SLA’s are met.
• Drives ongoing Business Development seeking other opportunities for Agile•1 as well as the other verticals of the ACT•1 Group.
• Other duties and special projects as assigned.

SUPERVISORY RESPONSIBILITIES/# OF STAFF: Manages Business Solutions Managers and/or Client Services Managers assigned to client relationships, and provide support to Client Services Teams as needed to support their specific account(s). When supervising, carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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