Director of Client Services

MILESTONE & CO LLC

23d

About The Position

This position is responsible for overseeing Milestone’s client service function, ensuring exceptional support and execution for the organization’s existing client base within the mass tort environment. The role focuses on strengthening long-term client relationships, ensuring successful execution of client engagements, and delivering consistent, high-quality service across Milestone’s existing client portfolio. This position partners closely with internal operational, technology, and leadership teams to ensure client needs are understood and delivered upon throughout the lifecycle of each engagement and case portfolio. Through strong leadership, operational oversight, and process improvement, this role supports high-quality outcomes for the organization and its clients.

Requirements

Bachelor’s degree required or equivalent education and experience.
10+ years of experience in client services, account management, operations, or a related leadership role.
Proven experience managing and strengthening long-term client relationships within professional services, financial services, legal services, or a related environment.
Demonstrated experience leading teams and managing complex client engagements or service delivery operations.
Experience supporting litigation, mass tort, claims administration, settlement administration, or other complex legal service environments preferred.
Strong leadership, organizational, and problem-solving skills.
Excellent verbal and written communication skills with the ability to effectively engage with both clients and internal stakeholders.
Ability to manage multiple priorities while maintaining strong attention to detail and service quality.
Experience implementing operational improvements, service standards, or process enhancements.
Ability to work collaboratively across departments to ensure consistent and effective service delivery.

Nice To Haves

Experience supporting litigation, mass tort, claims administration, settlement administration, or other complex legal service environments preferred.

Responsibilities

Lead and oversee Milestone’s client service function, ensuring consistent, high-quality support for existing clients and engagements.
Serve as the primary senior leader responsible for maintaining strong relationships with Milestone’s existing client base.
Ensure client engagements are executed effectively from kickoff through completion, maintaining alignment with agreed timelines, service expectations, and operational standards.
Partner with internal teams including operations, finance, technology, and project management to ensure seamless coordination and delivery of services to clients.
Develop and maintain strong communication channels with clients to ensure transparency, responsiveness, and trust.
Monitor client engagement performance, service quality, and operational metrics to ensure consistent outcomes and continuous improvement.
Address and resolve complex client concerns or escalations, ensuring issues are handled promptly and professionally.
Reinforce service standards, best practices, and operational processes that support consistent client outcomes.
Lead, mentor, and develop members of the client service team to promote accountability, collaboration, and professional growth.
Collaborate with leadership to ensure client service strategies align with company goals and long-term organizational priorities.
Promote a culture of high performance and continuous improvement, with a focus on exceptional service and operational excellence.
Develop a deep understanding and appreciation of the Company and the industry it serves.
Take ownership of actions and behavior, follow through on commitments, and ensure timely communication with clients as promised.