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Director of Client Services
4 months ago
Job Title: Director of Client Services Reports to Vice President of Operations
Department: Operations FLSA Status: Exempt
Date: 3/29/2023
**Position Summary**
The Director of Client Services role provides comprehensive proactive relationships and support to all our clients while supporting all Company Operational and Sales objectives.
**Essential Job Responsibilities**
- Build relationships with key employees among customers
- Create plans to address clients’ business needs
- Advise clients on creating profitable processes
- Schedule regular meetings with customers to ensure they are satisfied
- Act as point of contact for complaints and escalate issues as appropriate
- Help the sales team up-sell or cross-sell services and products
- Ensure both the company and clients adhere to contract terms
- Study competition to find new ways to retain customers
- Collaborate with internal teams (e.g., sales, operations, senior management) to address customers’ needs
- Assist with new client start-ups
- Oversee semi-annual Quality Assurance Program
**Knowledge/Skills/Abilities Required**
- Proficient in MS Office, with working knowledge of CRM platforms
- Ability to meet strict deadlines
**Competencies**
- Critical thinking and creative problem-solving skills combined with sound judgment
- Strong ability to multitask and prioritize assignments
- Organized with an attention to detail
- Strong verbal and written communication skills
- Flexible and willing to learn new skill sets
- Ability to take initiative and work within a team structure as well as independently
- Proven experience as a Client Relations Manager
- Proven track record of meeting and exceeding targets
- Background in customer service; industry knowledge is a plus
- Experience tracking relevant KPIs (e.g., customer satisfaction)
- A customer-oriented attitude
- Ability to work well with a team
Note: Please note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
**Working Conditions**
Physical Requirements
- Able to lift 20 pounds and reach/bend to retrieve documents in cabinets and on shelves
- Travel to/from all client locations
**Work Environment**
- Both office and remote work environment
- Willing and able to work additional hours as needed to ensure responsibilities are met
**Minimum Qualifications**
- BS/BA in Business Administration, Marketing or a related field preferred
- Client Services experience in Security or related field
