Director of Client Services

Market Mentors•Springfield, MA

11d

About The Position

Director of Client Services (senior leader) This is a senior leadership role responsible for overseeing the Client Services function and ensuring exceptional delivery, client satisfaction, and long-term growth of existing client relationships. The Director of Client Services leads and mentors the client services team while ensuring processes, quality standards, and financial performance across client accounts. This role supports client retention, revenue growth within existing accounts, and the delivery of exceptional work aligned with Market Mentors’ core values. You will work closely with the Leadership Team to support agency goals, oversee the onboarding of new clients, and ensure the client experience reflects the high standards of Market Mentors. At Market Mentors, we strive every day to be amongst the ranks of world-class professionals and leaders, and that is why every team member must complete the Performance Dynamics Program. Great benefits include health, life, and 401(k). Fun and creative working environment. Awesome clients. If you think you’ve got what it takes to be one of the best, we want to hear from you. Market Mentors, LLC, 155 Brookdale Drive, Springfield, MA 01104 Great benefits include PTO, health, life, and 401(k). Fun and creative working environment. EOE

Responsibilities

Lead, Manage, Accountability (LMA) for the Client Services team.
Mentor team members and foster a culture of accountability, collaboration, and growth.
Lead by example and model Market Mentors' core values.
Inspire high performance and a strong team culture.
Participate in leadership team discussions and agency initiatives.
Own client services processes, ensuring consistency, efficiency, and quality across accounts.
Oversee the financial health of client relationships, including AGI, revenue growth, and profitability.
Monitor key metrics including booked revenue, client retention, and account performance.
Ensure teams deliver work that meets agency standards and client expectations.
Coordinate internal resources to ensure projects are executed effectively.
Oversee client relationships to ensure long-term satisfaction and retention.
Resolve client concerns and support teams in navigating complex situations.
Identify opportunities for upsell and cross-sell to support client success.
Support strategic planning and growth initiatives for existing clients.
Align with business development to ensure smooth onboarding of new clients.
Ensure clear communication across teams and departments.
Act as a connector between client services, leadership, and other departments.
Maintain strong collaboration across internal teams to deliver seamless client service.
Provide leadership updates on client health, performance, and opportunities.
Run to problems and help teams resolve challenges quickly and effectively.
Identify opportunities to improve processes, workflows, and client experience.
Ensure teams proactively address issues and communicate with clients.
Maintain a solutions-oriented mindset focused on client success and agency growth.