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 TaskUs Director of Client Services really do?: 

Think of yourself as a trusted and strategic business partner for TaskUs clients, assisting in our business growth, change, and innovation. Imagine yourself going to work with one thing on your mind: Spending your day helping build the disruptive force behind TaskUs and some of the world’s most disruptive companies. Your role was designed to scale our clients’ domestic and international operations, build relationships, and identify potential business opportunities. Your achievements are gauged not on hours worked, but on the success or failure of the company’s revenue goals, client satisfaction, and overall impact on our business’s strategic initiatives.

You love partnering with people to understand their business needs and come up with creative approaches to make them successful. You care deeply about the overall business and look for ways to add value. You like being part of a team that delivers excellence.  You’re entrepreneurial and resourceful. You’re passionate about making the world a better place. You like being held accountable for your own results. You are also able to balance the needs of your clients against operational targets while at the same time providing world-class service and satisfaction.

Key Responsibilities:

• Manage one or two strategic and multiple non-strategic accounts, both new and existing, through the client lifecycle and ensure that all campaign metrics/SLAs are met and all clients are highly satisfied with the team’s performance.

• Client Management (30%): 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 and become a trusted partner for those clients. Understanding their needs, desires, and what is important for them to succeed .

• Financial Management (25%): Achieves annual top-line revenue generated by 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 (20%): Able to charm and influence people around the world. Provides actionable feedback for improvement/course correction internally and externally. Comfortable influencing across teams/stakeholders. Professionally presents to groups and 1/1 and hosts engaging client visits.

• Operational Management (15%): 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 (10%): Strategizes with clients to ID opportunities for growth. Leads internal teams to ensure we have a focus on long-term and short-term objectives. Identifies risks and provides solutions that allow for innovation and change. Brainstorm with management/peers for best practices. Continuously drives performance enhancement and drives real value initiatives for clients.

Required Qualifications:

• 8+ years of professional experience in the BPO industry or Operational background

• Experience managing client relationships and growing business

• Experience in start-ups or high-growth companies preferred

• Experience managing direct reports

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

• Practical and action-oriented.

• Ability to sell, be persistent, and be entrepreneurial.

• Must be able to inspire and persuade people.

• Willing to work hard; sometimes clients have urgent needs after hours and on weekends.

• Ability to travel up to 50% of the time.

• Standing and sitting for sustained periods of time, at least 50%.

• Close visual acuity to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and extensive reading.

• Passport in good standing

Education / Certifications: 

• Bachelor's degree is required, MBA is preferred

• Experience with process improvement and project management, intermediate to advanced knowledge of Excel, Zendesk, Salesforce CRM, Salesforce ServiceCloud, and Quantitative Modelling.

Work Location / Work Schedule / Travel: 

• US-based, Work From Home.  Access to an international airport is preferred

• International and domestic travel up to 50%

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/.