Client Services Director (The Client Success Leader)

Introduction:

Are you a strategic leader with a passion for delivering exceptional service and building long-term client relationships? Do you have the expertise to oversee client accounts, ensure service excellence, and drive business growth? If you’re a client-focused professional who excels at aligning services with client needs while fostering team success, then our client has an exciting opportunity for you. We’re searching for a Client Services Director (aka The Client Success Leader) to lead our client service efforts, grow relationships, and deliver outstanding results that drive customer satisfaction and business growth.

As the Client Services Director at our client, you’ll be responsible for managing client relationships, overseeing service delivery, and leading a team to ensure that clients receive exceptional service. This role is not just about managing accounts—it’s about being the strategic partner who understands client needs, delivers value, and ensures mutual success.

Key Responsibilities:

1. Client Relationship Management: Lead and maintain strong relationships with key clients, acting as their main point of contact for all service-related matters. You’ll engage with clients regularly to understand their business objectives, address concerns, and provide strategic advice.
2. Service Delivery Oversight: Oversee the delivery of client services, ensuring that all projects are completed on time, within scope, and to the highest standard. You’ll work closely with internal teams to align resources and ensure consistent service excellence.
3. Client Success and Account Growth: Drive client success by identifying opportunities for account growth and cross-selling additional services. You’ll develop strategies to expand client relationships and ensure that they receive ongoing value from the partnership.
4. Team Leadership and Development: Lead and mentor a team of client service professionals, providing guidance, support, and training to ensure that they deliver top-tier service. You’ll foster a culture of collaboration and client-first thinking, empowering your team to exceed client expectations.
5. Contract Management and Negotiation: Lead contract negotiations and renewals, ensuring that terms align with both client needs and company objectives. You’ll manage the administrative side of contracts, including SLAs, compliance, and billing.
6. Problem-Solving and Client Advocacy: Act as the advocate for clients within the company, ensuring that their needs are met and concerns are addressed quickly. You’ll proactively identify issues and resolve them before they impact client satisfaction.
7. Performance Metrics and Reporting: Track and analyze client service metrics such as satisfaction, retention, and revenue growth. You’ll provide regular reports to leadership and clients, demonstrating the value of services and identifying areas for improvement.

Required Skills:

• Client Relationship Expertise: Proven ability to build and maintain long-term client relationships, with a proactive approach to understanding client needs and delivering value. You’re skilled at managing high-level client accounts and ensuring satisfaction.
• Leadership and Team Management: Strong leadership skills, with the ability to lead, mentor, and develop a team of client service professionals. You’re skilled at fostering collaboration and ensuring that your team is aligned with client and company goals.
• Service Delivery Oversight: Experience overseeing the delivery of services, ensuring that projects are completed on time, within scope, and to the client’s expectations. You have a strong understanding of project management and resource allocation.
• Strategic Thinking and Account Growth: Experience developing and executing strategies for client success and account growth. You’re skilled at identifying opportunities to expand services and increase revenue from existing accounts.
• Negotiation and Contract Management: Proven ability to lead contract negotiations, ensuring that terms are mutually beneficial. You’re skilled at managing SLAs, renewals, and compliance to ensure smooth client relationships.
• Problem-Solving and Conflict Resolution: Strong problem-solving skills, with the ability to handle client concerns quickly and effectively. You thrive in high-pressure environments and maintain a calm, solutions-oriented approach.
• Communication and Collaboration: Excellent interpersonal and communication skills, with the ability to work closely with clients, internal teams, and leadership. You’re a natural collaborator who can align client needs with business objectives.
• Humor: A great sense of humor, because even in the high-stakes world of client services, we believe in creating a positive and enjoyable work environment. If you can manage client relationships with a smile, you’re our kind of director.

Educational Requirements:

• Bachelor’s degree in Business, Marketing, or a related field. Equivalent experience with a proven track record in client services management is also valued.
• Certifications in project management, customer success, or sales (e.g., Certified Client Success Manager) are a plus. If you’ve completed leadership or client management training, that’s an added advantage.

Experience Requirements:

• 7+ years of experience in client services or account management, with a proven history of managing key accounts, driving client success, and leading service delivery teams. You’ve successfully grown client relationships and delivered exceptional results.
• Proven success in managing complex client relationships, navigating client needs, and collaborating with cross-functional teams to deliver results.
• Experience working in fast-paced industries such as technology, professional services, or consulting is highly desirable.

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