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Job Description:
Manage and oversee strategic account and personnel for client with multiple locations nationally
Oversee assigned operations managers and potentially other employees at identified client locations
Responsible for overall management of personnel, equipment and all other company assets at multiple locations
Provide management direction to ensure our accounts are receiving quality service while operating efficiently and profitably
Execute strategies to achieve 100% client satisfaction
Expected to uphold the Standards of Service and best practices developed by Epiq
Strategically engage Epiq resources to support proactive solutions and industry trends with customer base
Client Relations:
Ensure monthly report compilation and review for multiple clients; including accurate billing submittal and invoice processing
Monthly meeting/touch points with clients
Quarterly social event with clients (as applicable)
Scheduling and preparing of multiple strategic business reviews
Preparation, presentation, and review of Annual Reports
Scheduled/Unscheduled travel site-to-site in defined geographic region to monitor account performance
Meet frequently with on-site management team to monitor career growth and goals
Assist with recruiting, developing and training site management team into high performance team to optimize account performance
Execute account strategies in accordance with overall strategy and business plans
Coordinate and create consistency in service level expectations for the account while also satisfying the local needs of each location
Perform site level audits to ensure contract compliance and Epiq policy compliance
Proactively provide solutions to the client contact
Responsive to client concerns
Develop positive relationships with account key contacts in each local office as well as with the national contacts regardless of base location
Ability to travel to potential and current BTS clients within the United States
Flexibility in schedule to accommodate sales and operational needs
Attention to detail
Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information
Excellent organizational skills
Proven ability to understand, translate and negotiate complex service agreements
Strong initiative required; ability to work independently with minimal direct supervision
Qualifications:
Bachelor’s degree preferred
Experience managing multi-site operations with revenues in 3M to 7M annual
Minimum 8-10 years’ experience in business process outsourcing industry
Minimum 8-10 years’ management experience with heavy profit and loss responsibility
Minimum of 5 years’ professional level work experience in a production environment and/or a client-service oriented field
Working knowledge of PC applications including Microsoft Office, especially MS Word, Excel, and PowerPoint
Proven industry knowledge of back office support functions (Copy, Mail, Records, Hospitality, Inventory Control, Fleet Management, Reception, package logistics and facilities)
Ability to lift or move 40 lbs. or greater
Ability to grasp, lift or carry packages on a standard wheeled cart with a load capacity of 75 lbs.
Ability to walk, bend, kneel, stand or sit for an extended period of time
The Compensation range for this role is 120,000 to 140,000 per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.
Click here to learn about Epiq's Benefits.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.