Director of Client Services and Engagement

Association Headquarters•Mt Laurel Township, NJ

22h•Hybrid

About The Position

Association Headquarters is seeking a Director of Client Services and Engagement to support our valued client partners. The Client Services and Engagement Director has two primary responsibilities: 1) Responsible for leading and managing the assigned Account Executives to ensure the delivery of exceptional client services and engagement. As part of this, the Director will work closely with various departments to identify and address skills gaps, develop staff, and support career development. 2) Responsible for client relationship management of the clients managed by the Account Executives they are overseeing. This includes developing and executing strategies to enhance client satisfaction, retention, and growth while ensuring alignment with company goals and objectives. This Director will also act as a primary relationship manager for key clients, providing proactive solutions, and serving in interim Account Executive (AE) roles as needed.

Requirements

A bachelors degree is required, but an MBA is preferred.
A minimum of ten years of related industry experience is also required, CAE is preferred.
A great coach and builder of people: This role requires strong leadership and communication skills, strategic thinking, problem-solving, and organizational skills. You will be responsible for managing Account Executives and enhancing relationships with the clients that they manage. This will involve understanding the motivation and ability of each of your direct reports and creating an approach and cadence that helps them understand their role on the team and improve their skills producing both results and future leaders.
"Sales-like" client-management skills: This Director will be responsible for not only ensuring our Account Executives are delivering a great client experience, but also for discovery of potential additional commercial opportunities. You will have proven your ability to build and nurture client relationships, analyze data, and develop actionable insights. This requires an ability to connect with the client, build a relationship based on credibility and trust, and quickly identify the implicit requests and opportunities to better serve our clients in your interactions with them.
Experience in client engagement, account management, or customer success roles, preferably in a B2B environment.
Success in this role requires emotional agility. The Director must be able to work well with a wide variety of personalities and roles. This leader will need to demonstrate that they can make a difference quickly while embracing AH's performance-driven culture. They will also need to establish credibility with managers at AH by demonstrating technical expertise and a willingness to work with others to achieve a goal without taking all the credit.
At times, this individual will face challenges managing the priorities of multiple internal stakeholders and external customers. This individual will need to be comfortable pushing back on how things are done today, while also communicating effectively to gain critical buy-in throughout the team and maintaining excellent customer relationships
It should bother this person when people don't follow through on their commitments. They have no problem planning the work, working the plan, and proactively communicating progress along the way. They can tell us about the times when they have rolled up their sleeves, taken ownership of a body of work, and delivered the results with minimal support.
Knowledge of CRM systems and other relevant tools for client engagement and relationship management.
Ability to travel extensively (~25%-35%).
Requires ability to use a computer, read a computer screen, use a telephone, and other office equipment.
May include lifting up to 25 pounds.

Nice To Haves

CAE is preferred.

Responsibilities

Partner with New Business Development and Marketing to grow client base of the assigned portfolio.
Own new client growth by identifying, developing, and executing opportunities to expand services, programs, and engagements within existing client relationships.
Own growth of an assigned client portfolio by identifying, developing, and executing opportunities to expand services, programs, and engagements within existing client relationships.
Partner with Account Executives and internal stakeholders to uncover client needs, align solutions, and position AH offerings that drive measurable value and revenue growth.
Support renewal and expansion strategies, including upsells, cross-sells, and long-term partnership development.
Serve as a strategic advisor to clients, proactively recommending solutions that align with their evolving goals and AH's capabilities.
Lead, mentor, and develop high-performing Account Executive teams.
Provide individualized coaching and mentoring to ensure high performance.
Work with the Senior Director of Learning and Development to identify skills gaps and training opportunities.
Support career development for all Account Executives.
Carry out annual performance evaluations for all assigned Account Executives.
Collaborate with cross-functional teams to ensure seamless service delivery and resolution of client issues.
Work with Account Executives to recommend client team development and staffing needs.
Cultivate and maintain strong relationships with clients, ensuring their satisfaction and driving long-term loyalty.
Conduct regular check-ins and reviews with client leadership.
Develop and execute strategies to enhance client engagement and satisfaction.
Act as the primary contact for key clients, understanding their needs and providing proactive solutions.
Develop and implement comprehensive client engagement strategies aligned with company goals.
Identify opportunities for service improvement and innovation based on client feedback and market trends.
Serve as Interim Executive Director, Account Executive, or Transition Manager as assigned.
Establish metrics and KPIs to track client satisfaction, retention, and overall engagement.
Report progress to senior management.