Enterprise Account Director - Operations

Enterprise Account Director

Epiq is seeking an Enterprise Account Director to join our team. In this Operations role you will be responsible for developing and implementing the account specific business plan; serving as the primary escalation account contact; providing account leadership and mentorship to account Site Managers and employees. The role focuses on delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives using technology and team development.

Responsibilities

Responsible for overall management of personnel, equipment, and all other company assets at multiple locations

Provide management direction to ensure client account is 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

Client Relations :

Ensure monthly report compilation and review, 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 as needed for client meetings, account management, and employee development

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

Flexibility in schedule to accommodate sales and operational needs

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 / or multi-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 $120,000 to $170,000 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.

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.