Director, Client Operations

Cisive leads the industry in background screening, monitoring accuracy, quality, and trust for 40+ years. We work to empower the world’s largest and most highly regulated industries to optimize their talent programs and make their workspaces safer. Our PreCheck and Driver iQ vertical-specialized brands lead the healthcare and transportation industries with the most accurate background screening available. We believe in only the highest standards when it comes to an organization's safety and success.

Job Summary

This role manages an assignment of Strategic Clients and is responsible for the retention and growth of these accounts.  Establishes and maintains executive and decision maker relationships, creates strategic solutions requirements and uses case plans with clients and Account managers, develops project plans and ensures that solutions are fully utilized and meet or exceed client expectations.

Duties and Responsibilities

• Complex Project Focus within assigned accounts including leading client hyper care activities.
• Client executive level relationship ownership and maintenance.
• Conducts and manages client partnership calls, or where appropriate, delegate and oversee the CSR conducting the calls.
• Acts as engagement/point of escalation for client and internal team members.
• Prepares statistics and materials for and often conduct client Quarterly Business Reviews.
• Validates operational excellence (Ops, IT and Support) ensuring client satisfaction.
• SLA Monitoring.
• Ensures that assigned accounts are highly satisfied with Cisive and are active promoters.
• Engages appropriate subject matter expertise within Cisive to move client initiatives forward.
• Establishes relationships with new divisions, affiliates etc. within assigned accounts.
• Drives client retention responding to RFP’s and contract renewals.
• Motivates, leads and mentors the team for successful team and individual KPO adherence.
• Retains, and if needed recruits, required team members.
• Fosters a success-oriented, accountable environment within the company.
• Ensures team members have appropriate training and resources to perform their jobs.
• Sets expectations, delegates and monitors assigned work and projects.
• Develops and implements timely and realistic action plans.

Minimum Qualifications

• High School Diploma or equivalent required GED.
• Bachelor’s degree preferred, or 2-5 years in a similar support role
• Proficiency in Microsoft Office required