Strategic Client Services Director

ibex; Palestine (TX); Hybrid; USD 110,000 - 160,000; Full time

Job summary

ibex in the United States is seeking an Associate Director of Client Services to own strategic relationships, drive delivery, growth and profitability across client programs. You will ensure operational excellence, financial performance and exceptional client satisfaction while coordinating with cross-functional teams.

You will support multiple fintech clients, lead governance, business reviews, and new program launches.

Qualifications

• Bachelor’s degree or higher in business, finance, or a related field.
• 8+ years in BPO/call center with Sr. manager experience.
• 2-5 years in Client Services or account management.
• Experience with invoicing, budgeting, and profitability reporting.
• Excellent communication and problem-solving skills.

Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned clients.
• Build client relationships while ensuring commitments, service levels, and objectives.
• Lead regular business reviews, governance meetings, and executive presentations.
• Partner with Operations, Workforce, Quality, Training, Finance and other teams to achieve objectives.
• Identify risks and opportunities, driving timely resolution and action plans.
• Manage client requests and strategic initiatives with structured PM approach.
• Support new client implementations and program launches.
• Ensure timely preparation and submission of client invoices with Finance and Operations.
• Monitor account profitability and revenue opportunities.
• Develop continuous improvement initiatives to enhance client satisfaction and performance.
• Prepare and distribute client performance reports and insights.
• Act as escalation point for significant client issues and lead cross-functional resolution.
• Host client site visits and demonstrate ibex's commitment to service excellence.

Skills

Client services

Account management

Program leadership

Cross-functional collaboration

Communication

Problem solving

Education

Bachelor's degree or higher in related field

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

ibex in the United States is seeking an Associate Director of Client Services to own strategic relationships, drive delivery, growth and profitability across client programs. You will ensure operational excellence, financial performance and exceptional client satisfaction while coordinating with cross-functional teams.

You will support multiple fintech clients, lead governance, business reviews, and new program launches.