Director of Client Services

ADVANTAGE MEDIA SERVICES LLC • Williamsburg, DE

1d • $120,000 - $140,000 • Onsite

About The Position

The Director of Client Services is responsible for maximizing customer satisfaction and engagement with our company’s services. The Director serves as a manager, mentor, and thought leader who oversees customer support. This entails assigning day-to-day tasks and guiding teams through issue escalations and client interactions, as well as meeting with clients directly to cultivate long-term relationships. On a larger scale, the Director uses data analysis to inform business planning and set the direction for the company’s customer experience initiatives.

Requirements

• Keenly attuned to customer needs and can translate these to service requirements.
• Proactive and driven, they push projects to completion and respond agilely to changing customer demands.
• Experienced leaders who excel at decision-making and project management.
• Skilled at data analysis, since they must synthesize market research, internal and external feedback, and sales statistics to determine how to improve customer satisfaction.
• Keeps the customer experience in mind throughout all their tasks, whether they’re negotiating contracts with clients or restructuring operations for increased efficiency.
• Adept problem solvers and capable of thinking quickly even in urgent, critical situations.
• Must maintain a comprehensive vision of all projects, client accounts, employee teams, and activities simultaneously to steer the company toward its customer support goals.

Responsibilities

• Provide strategic direction by constantly monitoring customer satisfaction and industry trends and then recommending new projects, operational standards, and customer service procedures based on findings. Also apply continuous improvement to existing process.
• Cultivate Client Relationships: While Directors of Client Engagement delegate daily support tasks to their staff, they often engage firsthand with clients during complex situations such as high-level planning, contract signing, or unusual requests. In these cases, they must manage expectations, address inquiries, and assess customer requirements with accuracy.
• Resolve Client Issues: The Director of Client Engagement leads the customer support team in resolving issues while complying with service-level agreements. They keep a sharp eye on open customer cases and step in directly when they reach critical levels. In addition, these directors regularly inform executives and relevant department heads about major product or service problems.
• Coordinate Operations: An important part of this role is coordinating day-to-day customer support operations. Aside from supervising account managers, account coordinators, and other team members, the Director implements strategic initiatives, develops best practices, and ensures that deadlines and standards are met.
• Hire and Coach Team Members: The Director of Client Engagement takes an active role in human resource activities such as recruitment, onboarding, and talent development for the service teams that they manage. They give out performance evaluations, offer coaching and mentoring, and collaborate with HR to design staff development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed