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Director of Customer Success - Healthcare Vertical (virtual/remote)

Date Posted: 09/19/2020

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Job Description

At SYKES, we help people one caring interaction at a time, and that starts with YOU! People are at the center of everything we do, and the Director of Client Management is key to managing existing accounts within a strategic vertical market; which functions as the key strategic lead to further develop the business relationship. Specifically, this position is responsible for working with the client on operational performance, forecast and innovation that addresses their business needs. Overall baseline revenue should be maintained with the intent of gaining maximum wallet share for current lines of business as well as leveraging the relationship to gain access to additional lines of business for the overall client. Solutions offered to clients are highly complex contact center management solutions, with key points of interface being with senior client executives, becoming the Trusted Advisor and Partner with client executives.

What you'll do:

* Adheres to SYKES policies on ethics and integrity.

Strategic Planning

* Strategically plans and executes initiatives to enhance profitability, productivity and efficiencies.

* Interacts regularly with internal SYKES resources to ensure that the client's operations priorities are aligned with SYKES' global strategic direction.

* Keeps abreast of market tendencies for current clients, seeking opportunities to improve delivery capacities and profitable operation.

* Offers SYKES Innovation that aligns to the client business changes and needs.

Client Management

* Establish and nurture meaningful relationships with assigned clients at every relevant level, maintain a keen understanding of the customer's strategy, operations and needs, ensure those needs are met in a timely manner, and needs are communicated to the appropriate internal resources.

* Focus on longer-term client value and sustainability of our current footprint as well as driving expansion and wallet share.

* Lead business discussions with client with regard to call volume forecasting, footprint and capacity planning and identify any special need requirements.

* Accountable for both Strategy and Operational information conveyed to clients (i.e., Focused Innovation recommendations, improvement programs, operational performance reporting, billing, systems, staffing, product development and complaints) and for distribution to internal management and staff.

* Maintains a thorough and current knowledge of assigned client portfolios by geography, line of business and operational support models.

* Proactively offers solution recommendations that align with both the Client's Strategy and in SYKES' objectives around global footprint, skill set, product and technology with the intent of maximum wallet share for the client as either the sole provider or as part of a supplier network.

* Determines appropriate goals and progress measures, providing ongoing feedback as necessary. Ensures implementation of processes and systems that will generate higher productivity and profitability.

* Assists in coordinating responses to Requests for Proposals (RFPs), contract negotiations and renewals with Business Development and Sales Support.

Operational Performance Management

* Ensures achievement of corporate goals for customer retention by acting as point of escalation in handling high priority customer service issues addressing performance concerns, employee issues, business risk (audit findings, agent fraud, etc.) and/or misalignment on strategic goals.

* Ensure each Service Delivery Leadership Team is aware and aligned with the client's strategic objectives.

* Provides support to client leaders to obtain understanding of service needs and problems resulting in the implementation of systematic changes to improve service based on feedback.

* Responsible for tracking and coordinating the resolution of client concerns raised during implementation, operation, maintenance or product application or compatibility matters.

* Assures that contract requirements including service levels, talk times, escalations, and quality sat scores, etc. are routinely tracked and conveyed by Operational team members.

* Responsible for tracking and coordinating the resolution of client concerns raised during installation, operation, maintenance or product application or compatibility matters.

Swat Improvement Programs

* Leads High Priority Client Improvement Projects that leverage the elements of the role on a temporary nature until the program/project is completed or on a guide path to success.

* Swat initiatives may be the sole effort and focus or may be in combination of serving on an account in service of client or in preparation of new clients as we grow the business.

Opportunity Management

* Supports Business Development initiatives, helping to ensure effective implementation of entering/exiting client account operational activities.

* Proactively ascertains potential future business growth/decline and pertinent resource needs through analysis of statistical/historical trends, client communication, and industry awareness.

* Utilizes CRM tool to track account progress on tactical initiatives as well as new sales revenue, contract renewals, and existing growth.

Continuous Improvement:

* Leads the development and deployment of continuous improvement processes that drive focused and measureable improvements.

May perform other duties and responsibilities as assigned.


SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES 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, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Required qualifications, skills and experience

What you'll need:


Bachelors' degree and 5-8 years of related work experience required; or any equivalent combination of related training/education and experience required. Three (3) years Strategic Account Management or sales experience within the outsourcing or large-scale technology-consulting arena desired. Experience in and knowledge of the call center industry critical. Previous experience in penetrating large customers vertically and horizontally within targeted vertical market sectors to achieve strong, productive, and lasting relationships preferred.


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.

* Able to lead and manage client relationships that may be challenging and demanding given the nature of the client and it's culture.
* Able to understand the client's strategy and align it to SYKES offerings and capability's in a way that positions SYKES for greater success.
* Able to engage in successful prospecting to create and establish new client relationships within the targeted vertical market sectors.
* Able to create and implement solutions for complex business capture problems.
* Able to establish C-level relationships with clients within targeted vertical market sectors.
* Possesses excellent interpersonal skills and the ability to influence key executives of major corporations.
* Able to demonstrate creativity in proposing and evaluating new business opportunities.
* Possesses exceptional written and oral communication skills.
* Able to proactively identify new business revenue within targeted vertical market sectors.
* Demonstrates a strong business presence with excellent negotiation skills.
* Exhibits a team-player orientation with a collaborative working style. Able to create and maintain positive working relationships with SYKES employees at all organizational levels.
* May be required to travel up to 75% of time as required


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to speak and listen. The employee frequently is required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

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