Enterprise Accounts

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Job Description:

This position reports to the Senior Director of Enterprise Operations and is responsible for developing and guiding the implementation account specific business plans; achieving account profitability and sales targets; serving as a primary escalation account contact; providing guidance and mentorship to Enterprise Operations Managers and offering proactive solutions to clients. The role focuses on delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives using technology and team development.

Responsibilities:

• Manage and oversee all assigned GBTS accounts and personnel for clients with multiple locations nationally
• Oversee assigned enterprise 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 billing 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 and mutli-client operations with revenues in excess of $15M
• 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 140,000 to 160,00 USD 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.