Aptia Group

Call Center Representative

• Lead and elevate the organization's customer service strategy, contact center operations, and service delivery excellence across multiple lines of business.
• Define and execute an enterprise-wide customer experience vision that drives operational excellence, client satisfaction, employee engagement, service innovation, and profitable growth.
• Partner closely with Executive Leadership, Client Services, Operations, Workforce Management, Technology, Product, and Human Resources to create a best-in-class service organization.

VP Contact Center Operations

Account Executive

• Convert leads into opportunities, and subsequently into customers, by utilizing the Aptia sales process, sales/customer acumen, and the sales support resources at their disposal
• Be strategic in gaining access to and fostering relationships with prospect leadership and producers across the organizations of accounts
• Strategize, create, and deliver compelling solution-focused client presentations for a C-level audience
• Seamlessly coordinate between clients and various internal teams to ensure a productive and smooth client experience
• Consistently achieve or exceed monthly bookings goals
• Learn, maintain, and communicate in-depth knowledge of Aptia’s solutions, industry trends, and competition
• Successfully manage and overcome obstacles and objections
• Provide closed-loop feedback to Sales, Marketing, and Product teams to ensure continuous process and product optimization
• Proactively manage your sales pipeline and record sales activities to maintain the quality and accuracy of data in CRM

Sales Executive, North

Sales Executive

Director

• Lead client account management and commercial activities within the portfolio, focusing on client retention and revenue growth
• Participate in the sales process when appropriate
• Participate in client contract negotiation/LOI process during sale and lead contract negotiation process during renewal, including SLA/KPI targets and financial penalties
• Ensure for new sales that work begins at the appropriate time in the sales lifecycle
• When SLAs are missed, ensure terms of contract are used when paying penalties
• Develop and manage accurate revenue forecasts, ensuring compliance with protocols and financial targets established by the COO/CFO
• Oversee the financial management of client accounts, including work-in-progress (WIP), billing, and cash collection, in accordance with internal policies
• Own overall client health, including renewals and changes in scope
• Develop and maintain strong relationships with key clients, driving client satisfaction and long-term engagement with Aptia’s solutions
• Assess client needs and capitalize on opportunities to provide additional services and enhance the overall value of client accounts
• Monitor client health across portfolio, identify areas of risk and develop and implement targeted action plans for at-risk clients to strengthen engagement and drive retention
• Enable clients across the portfolio to make smarter and better decisions through analytics
• Oversee all major client communications, working between US Communications Lead and portfolio team member to ensure appropriate and timely communication is provided
• Lead discussions on reporting, transparency, and risk management with clients, in partnership with the Client Delivery team
• Proactively identify trends across the portfolio to strengthen and enhance client health
• Own and manage the delivery organization for the portfolio, from requirements to implementation and enrollment to reporting & analytics
• Partner with the VP of Operations to enhance profitability within the portfolio by consistently improving client service delivery and monitoring utilization
• Act as the primary escalation point for Associate Director, Client Managers and Coordinators regarding client project delivery, ensuring timely resolution of issues
• Oversee adherence of client operations to established client service level agreements (SLAs)
• Ensure Management Routines are established and adhered to
• Collaborate with cross functional teams to adopt process improvement initiatives for product or service development within the portfolio
• Cultivate a culture of customer service orientation that prioritizes client needs and empowers employees to deliver exceptional service
• Drive a customer-centric culture in the portfolio and collaborate with the Contact Center teams to deliver strong client and member satisfactions
• Forecast staffing needs, recruitment plans, and resource allocation to support client delivery within the allocated budget
• Conduct performance evaluations and provide constructive feedback to direct reports and input into indirect reports as appropriate
• Provide training, coaching, and mentoring opportunities to enhance team capabilities and support professional development needs
• Develop and implement developmental plans to shape future leaders, guiding them towards their next roles and career growth
• Foster a positive and inclusive work environment by instilling a culture of teamwork, collaboration, and open communication
• Drive knowledge sharing across portfolios to improve quality, enhance colleague engagement and retention

Portfolio Director

Operations

• Oversee work allocation and operational improvements
• Manage and escalate issues, errors, and complaints
• Lead or contribute to root-cause analysis for recurring issues
• Communicate changes to work schedules and support compliance

VP Contact Center Operations

Sales Executive, North

Sales Executive

Portfolio Director

Deputy Operations Manager