Director, Client Services Job Description
Director, Client Services Duties & Responsibilities
To write an effective director, client services job description, begin by listing detailed duties, responsibilities and expectations. We have included director, client services job description templates that you can modify and use.
Sample responsibilities for this position include:
Director, Client Services Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Director, Client Services
List any licenses or certifications required by the position: CPA, ITIL, PMP, HDI, MSCE, CPP, FPC, JD, PMI, LEAN
Education for Director, Client Services
Typically a job would require a certain level of education.
Employers hiring for the director, client services job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in MBA, Business, Education, Finance, Marketing, Business/Administration, Management, Accounting, Engineering, Computer Science
Skills for Director, Client Services
Desired skills for director, client services include:
Desired experience for director, client services includes:
Director, Client Services Examples
Director, Client Services Job Description
- Oversee/Manage Voice of Client program and use learnings to continuously strengthen client service
- Creation and maintenance of best practices and other customer centric onboarding information
- Messaging of internal communications out to customer base
- Establishing procedures for to enhance the productivity and operations of the department
- Provide management presence in QBR meetings
- Annual development of a multi-year business strategy
- A leader of leaders—direct leader to Service Managers and/or Supervisors
- Identify and support potential need for key Subject Matter Experts (SMEs) or teams within the Service functions to evolve the organization and deliver strategic gains
- Excellent collaboration with offsite teams and leaders with similar or shared Client Service accountability
- Ownership and accountability for creation and achievement of Client Service Support strategic plans and related goals
- Proficiency in computer skills, including using spread sheets
- Ability to lead by example and motivate a team
- Quick learner of complex technology
- Ability to conceive efficient workflows and to implement or improve process where none exists
- Strong initiative and analytical ability plus capacity to work well under pressure while maintaining good attitude
- Minimum 9 years of operations leadership experience, preferably in Insurance or Financial Services industries
Director, Client Services Job Description
- Proposals, presentations, sales materials
- Management of digital marketers
- Researches and develops new opportunities and programs
- Understanding the market landscape
- Understanding the evolution of the markets in which we operate and incorporate within our reporting strategy and offering
- Gaining a comprehensive understanding of existing capabilities and designing innovative solutions to new opportunities
- Manage the coordination and completion of client information requests such as RFPs and DDQs
- Oversee the development of presentations, pitch books and regular client reporting in support of all client service, relationship management and business development efforts
- Coordinate efforts across the Global Client Services team with portfolio managers, business development/sales, communications and client services professionals across PREIs three regions
- Develop and edit content for marketing materials, investment related reports, and quarterly outlooks
- In-depth knowledge and understanding of a full service medical communications agency
- Calm under pressure and comfortable in a pitch environment
- Highly persuasive with excellent level of negotiation skills
- Extensive financial services experience, ideally in investment management
- Demonstrate leading and managing teams in an operational or service environment
- Demonstrate experience of project, risk or product management
Director, Client Services Job Description
- Ensure that Account Directors support a defined range of products and services to assigned account clients through general product knowledge
- Ensure that Account Directors are working with scheduling, operations and logistics, and monitor the status and accuracy of initiated work orders
- Provide supervision, direction, and leadership for a variety of internal operational activities (including staff and process development, business management and project management)
- Initiate, provide the vision, and manage the successful execution of many high-level division projects
- Interface directly with corporate functions (including Finance & Accounting, Legal and Human Resources), internal business units and departments (creative production, technical production, client services and sales, research and development, and IT) and have interaction with the external clients
- Will work on daily administration duties (examples include leading meetings, resolving finance and accounting issues, and resolving human resource issues)
- Will provide high-level planning support to the department Vice President and drive various operations and staff development programs (help develop divisional goals, objectives, policies, procedures and plan, organize and direct the activities of the division)
- Will also manage complex division projects and lead teams to complete projects in a successful and timely manner
- Manage billing and accruals
- Work very closely with the Business Development team to ensure pricing is consistent with the workflows
- Good understanding of the processes that support the operating model and strategy for the BU and Metro Retail region overall
- Experience of working with and adhering to processes and systems that support client service delivery
- Excellent management and leadership skills, with a proven track record of delivering excellent levels of client service through a large scale, multi-channel operational function
- High levels of business and financial acumen with an understanding of company strategy, operating environment and business objectives
- Must have experience with building and maintaining collaborate internal relationships
- Will need to provide forecasting and attend departmental finance meetings
Director, Client Services Job Description
- Promoting a positive and motivating work environment
- Providing mentoring to team leads, analysts and client champions on their on-going interaction with clients and other associates inside and outside of Client Services
- Working with senior management to identify potential successors and assisting in developing and managing resources to reach necessary goals
- Directly manage a team of managers and individual contributors and oversee the day-to-day operations including staffing, budgeting, organizational strategy and deployment, and troubleshooting
- Oversee and Manage the pre-sale strategy and post-sale execution of 1-2 Key Accounts
- Maintain regular meetings with RVPs and Sales Directors to understand regional priorities and provide updates on Client Services team, current state and future state goals
- Work closely with cross-functional internal teams such as Creative Services, Video Production, Ad Solutions and Research
- Partner with peers and internal partners to evaluate existing and implement new business processes
- Provide hands-on assistance in developing realistic project timelines for custom initiatives by engaging with cross-functional teams
- Ensure the adoption of new process and/or systems and play a major role in change management
- Experience in fast-paced, entrepreneurial environment
- Strong and efficient computer literacy (Word, Excel, PowerPoint, plus experience with project management, flowcharting and database software)
- Establishing exceptional relationship with senior level clients
- Ensure standards of client service, client campaigns and company values are upheld across the agency
- Ensure forecasts are met by managing team and client profit margins
- Growing innovation through award wins
Director, Client Services Job Description
- 10+ years management or strategic experience in this field
- 5+ years in managerial or strategic role involving all phases of Marketing
- Proven experience in development and architecture
- Experience in Back Office systems and knowledge in marketing workflow
- Familiar in Front Office systems and how they interact in an omni-channel marketing ecosystem
- Keen business acumen and proven executive management abilities based on prior experience
- Ability to have effective two-way communication with management and development team
- Experience with startup companies
- Executive level presence with internal champions the account team
- Command of technical subject matter at a strategic and tactical level
- 5-8 years of financial industry experience required in a broker dealer or registered investment adviser setting
- Experience managing a large geographically dispersed workforce highly preferred
- Experience planning/forecasting and managing budgets
- Possess well-developed skills for building long-term relationships and managerial style that fosters the trust and respect of a highly diverse client base
- Ability to work collaboratively and connect with both virtual and in person team members while fostering a results driven team environment
- Experience using Customer Relationship Management products