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Title
Text copied to clipboard!Client Services Director
Description
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We are looking for a highly experienced and strategic Client Services Director to lead our client service operations and ensure the highest level of satisfaction and value delivery to our clients. This role is pivotal in managing key client relationships, developing service strategies, and leading a team of account managers and service professionals. The ideal candidate will have a strong background in client relationship management, strategic planning, and team leadership within a fast-paced, client-focused environment.
As the Client Services Director, you will be responsible for overseeing the end-to-end client experience, ensuring that our services meet or exceed client expectations. You will work closely with internal departments such as sales, marketing, product development, and operations to align service delivery with client needs and business objectives. Your ability to understand client goals, anticipate challenges, and provide proactive solutions will be critical to your success.
You will also play a key role in identifying opportunities for account growth, upselling services, and improving client retention. This includes analyzing client feedback, monitoring service performance metrics, and implementing continuous improvement initiatives. Your leadership will be essential in fostering a culture of excellence, accountability, and client-centricity across the organization.
To succeed in this role, you should have excellent communication and interpersonal skills, a deep understanding of client service best practices, and a proven track record of managing high-performing teams. You should be comfortable working with senior executives, negotiating contracts, and driving strategic initiatives that enhance client satisfaction and business performance.
This is an exciting opportunity for a dynamic leader who is passionate about delivering exceptional client experiences and driving business success through strong relationships and service excellence.
Responsibilities
Text copied to clipboard!- Lead and manage the client services team to ensure high performance and client satisfaction
- Develop and implement client service strategies aligned with business goals
- Build and maintain strong relationships with key clients
- Oversee the delivery of services to ensure quality and timeliness
- Collaborate with internal teams to align service delivery with client needs
- Monitor client satisfaction and implement improvement initiatives
- Identify opportunities for account growth and upselling
- Manage client contracts and service level agreements
- Provide regular reports and insights to senior management
- Ensure compliance with company policies and industry regulations
Requirements
Text copied to clipboard!- Bachelor’s degree in Business, Marketing, or related field
- 10+ years of experience in client services or account management
- Proven leadership and team management skills
- Strong strategic thinking and problem-solving abilities
- Excellent communication and interpersonal skills
- Experience working with senior executives and stakeholders
- Ability to manage multiple client accounts and priorities
- Knowledge of CRM systems and service performance metrics
- Strong negotiation and conflict resolution skills
- Customer-focused mindset with a drive for excellence
Potential interview questions
Text copied to clipboard!- Can you describe your experience managing client relationships?
- How do you handle a dissatisfied client?
- What strategies have you used to improve client retention?
- Describe a time you led a team through a challenging client situation.
- How do you measure client satisfaction and service performance?
- What tools or systems have you used to manage client services?
- How do you prioritize multiple client needs and requests?
- What is your approach to upselling or expanding client accounts?
- How do you ensure alignment between client expectations and service delivery?
- What role do you believe client services play in overall business success?
