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OVERVIEW OF THE POSITION:
The Client Services Director (CSD) will be responsible for leading the service delivery across multiple customer relationships in a B2B environment, in a senior leadership role, aiming to consistently deliver exceptional customer service. In this strategic role it will be imperative to develop (Sr) client stakeholder relationships, develop account strategies, resolve delivery challenges, and expand our services and geographic footprint across Brazil and LATAM. This professional will define customer success strategies, monitor agreed service standards, and ensure the satisfaction of enterprise customers. The position will work with management and delivery teams to consistently improve the operational performance of AgileOne services.

It is important that the professional has previous experience with service consulting, and it is desirable that they understand the business of supplier risk management, including analysis of documents related to supplier approval, third-party risk management (labor/social security), third-party mobilization management (EHS), among others.

The CSD will have experience in conducting meetings with different levels of clients and partners (managers to executives), with a business approach, adding innovation and continuous improvement for existing clients. Will be responsible for maintaining financial profitability related to current client agreements, achieving financial objectives, delivering quality metrics while balancing multiple projects and clients. Will also be responsible for identifying revenue growth opportunities in current clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Team Management - Team
• Responsible for managing the Client Services management and delivery teams.
• Create an environment for good work evaluation, with meritocracy, defined objectives and team development.
• Manage and lead the customer success team, providing guidance, training and ongoing development.
• Work with delivery teams and leads, to monitor and analyze performance indicators to identify areas for improvement and implement corrective actions.
• Interaction with interns, analysts, team leaders, business development and Solutions teams.
• Work with management to define the routine processes and timelines for each role.
• Be responsible for recruiting and defining the team profile.
• Understand the relationship between a talent's performance capacity and the number of activities offered by the client, distribute the workloads appropriately and efficiently (greatest possible capacity), measure efficiency, monitor the quality of activities, create indicators or recommend instruments for monitoring and measuring the team.
• Develop talents according to the team’s professional stage including:
• Interns who work as analysts.
• Junior Analysts who may be eligible for new positions.
• Direct leaders such as Team Leader , Coordinator and Manager
• Customer Management
• This position will manage and be accountable for multiple client engagements. Travel for in-person client meetings, in addition to on-line web-based meetings, will be essential.
• Develop and implement customer success strategies aligned with the company's objectives, focusing on the B2B segment. This includes understanding service offerings to our customers, delivery processes and timelines, people and technologies involved, define what success looks like per account, define achievable SLAs/KPIs , among other items.
• Monthly, coordinate with staff to ensure the issuance of billing and metrics reporting is delivered accurately and within existing deadlines.
• Have structured actions, with the ability to read and write service scopes, identify new activities and have the ability to negotiate deliverables with different client users, from analysts to leadership, including scope, pricing, and service levels.
• Ensure excellence in service while solving complex problems and taking care of the needs of corporate clients in an effective and timely manner.
• Be responsible for conducting, preparing and holding monthly, quarterly, and annual meetings with clients.
• Collaborate and recommend appropriate instruments and/or tools that optimize service and improve the experience of customers and suppliers.
• Create effective escalation processes in addition to defining the service structure for when requests/services cannot be resolved at the first and second level.
• Identify revenue growth opportunities from current customers, including expansions across Brazil and LATAM region.
• Ensure each customer is referenceable.
• Management for the organization
• Create structured summaries of all clients/operations on a monthly basis.
• Understand and make decisions to achieve customer profitability, including P/L management.
• Collaborate with other areas of the company to ensure an integrated and satisfactory experience for customers.
• Promote the company as mutually agreed with leadership, through social media outlets, and other industry channels.
• Support Managing Director with projects, developing client case studies and other sales materials, attend industry events, and provide back up leadership support when necessary.

SUPERVISORY RESPONSIBILITIES/# OF STAFF:
Client Services Manager and team

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION REQUIREMENT:
Bachelor’s degree (B. A.) (or equivalent qualification) or equivalent combination of education, experience and training.; or equivalent combination of education and experience.

JOB EXPERIENCE REQUIREMENTS:

• Proven experience in a customer success leadership position, preferably in a B2B environment. Prefer candidates with 10+ years leadership experience.
• Must have excellent time management skills and experience managing multiple teams, client engagements, and services simultaneously.
• Excellent verbal and written communication skills.
• Ability to create logical and structured presentations for internal and external clients.
• Ability to solve problems, make decisions quickly, define what is urgent and important, redistribute tasks.
• Experience with Relationship Management and other e- procurement tools , as well as RPA (Robotic Process Automation).
• Familiarity with CRM tools and other customer service technologies.
• Higher education in Administration, Marketing, Communication, Engineering or related areas.
• Ability to understand a client as a project, with logical and structured thinking.
• Able to work independently with minimal supervision.
• Ethical, fair and professional conduct in all interactions with clients and colleagues.
• Flexible, responsible and someone who knows how to work as a team.
• Ability to handle deadlines across multiple tasks without compromising service or quality.
• Availability for national and international travel and to work overtime.
• Ability to interact with the client's C- Level (Board of Directors).

LANGUAGE/COMMUNICATION SKILLS (English written & verbal):

• Must be fluent in Portuguese and English; Spanish desirable.
• 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 public.

COMPUTER/SYSTEM SKILLS REQUIREMENTS:

• Proficient with MS Office, Excel, Word, PowerPoint, MS Outlook and desirable PowerBI .
• Ability to become proficient in: All AgileOne and ActOne Technologies.

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS:
None required.

PHYSICAL DEMANDS (list below indicates % of time):

• Sitting: Sitting up to 8 hours a day
• Walking: Minimal to Moderate
• Repetitive Motion: Telephone Use, Keyboard Activity, Reaching, and Grasping
• Air Travel: 30%
• Driving: None
• Lifting (lbs): None.

Other Job Compensation: This position has no additional compensation.

Certifications/Licenses:

Brazilian Real

Computer/System Skills Requirements:

Benefits:

HealthCare Plan

Grade: Global

Pay Min: 290000.0000

Pay Mid: 360000.0000

Pay Max: 430000.0000

Additional EEO:

Additional EEO 2:

Additional EEO 3:

Hours: Normal daytime business hours Monday through Friday

Time Zone: Brazil/East

Day 1: Monday

Day 2: Tuesday

Day 3: Wednesday

Day 4: Thursday

Day 5: Friday