Dir Client Relations - Remote Canada - ASG.

About Us

Foundever® is a global leader in the customer experience (CX) industry. With 130,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment

Read more about our culture: Foundever® Stories.

Job Summary

• Generates $1 million per annum in new business with a gross profit margin that is ≥ 24%.

• Retains and manages existing accounts to meet target margins.

Primary Job Responsibilities

Understanding client and customer requirements and expectations through review of contracts, letters of intent, and program launch documentation.

Advising the Senior Director of changes within the competitive marketplace on a monthly basis including recommendations for new business/modifications based on documentation.

Conducting ongoing prompt communications with clients to build relationships, update project status, and maintain client education.

Building relationships with clients by socializing with clients outside of the work environment on a quarterly basis, or as client events require and being sensitive to client’s personal interests.

Identifying, recommending, implementing and evaluating through competitive research, project management principles, cross functional teams, cost control initiatives, process redesign and/or dispute resolution, improvements to service delivery, quality of service and operational effectiveness as well as the development of new products or services.

Monitoring and reporting of program progress towards service standards as agreed in Service Agreements and Statements of Work and pursuing appropriate follow up upon identification of performance issues.

Monitoring year-to-date variances to the budget for revenues (ensuring that all services are billed for) and expenses explaining reasons for significant variances to the Senior Director by the 15th day of each month

Developing objectives and a work plan of duties for Client and Customer Satisfaction employees and ensuring departmental objectives are met.

Experience

Minimum – 3-5 years’ experience in Account Management

Education

Minimum – Bachelor’s degree in Business Administration

Pre-employment Requirements:

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.