The Director of Client Services will lead and inspire a team dedicated to delivering exceptional client experience. This role requires a dynamic leader with a strong ability to galvanize teams and enable success through collaboration and support. The ideal candidate will be a strategic thinker, an excellent communicator, and a proactive problem-solver who thrives in a fast-paced environment. They will ensure client satisfaction, foster long-term relationships, and drive the overall success of client service operations.

Key Responsibilities:

• Lead Client Relationship Management
• Build and maintain long-term client partnerships.
• Serve as strategic advisor and escalation point for key accounts.
• Set clear communication rhythms (check-ins, reviews) to deepen trust and responsiveness.

• Drive Client Services Team Leadership
• Galvanize and enable the team to achieve client satisfaction and retention.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Provide regular coaching, role clarity, and measurable goals for each team member.

• Own Service Strategy & Execution
• Design and drive initiatives that enhance service delivery and operational efficiency.
• Align client service activities with organizational priorities and growth goals.
• Standardize processes and service offerings to ensure scalable client success.

• Lead Client Issue Resolution
• Enable proactive issue identification and hands-on resolution.
• Equip team with tools, training, and empowerment to remove obstacles.
• Maintain a "first-call resolution" mindset across all client interactions.
• Drive Performance Management & Insights
• Establish, monitor, and refine KPIs for client satisfaction and service quality.
• Drive a continuous improvement mindset across processes and client interactions.
• Translate service data into actionable insights for leadership and team improvement.

• Champion C.A.R. (Clarity, Autonomy, Results)
• Ensure every team member has a clear mission, role, and success measures.
• Promote autonomy by empowering decision-making at appropriate levels.
• Drive results by holding the team accountable to outcomes, not just activity.
• Build and maintain long-term client partnerships. 

Benefits:

• Maternity and Paternity Leaves
• Health and Dental Assistance
• Birthday Incentive
• Work Anniversary Incentive
• Paid Time Off
• Government Benefits
• Internet Allowance
• 13th-Month Pay

• Proven experience in a leadership role within client services, account management, or a related field.
• Exceptional galvanizing and enablement skills, with a track record of inspiring teams and driving results.
• Strong interpersonal and communication skills, with the ability to build trust and rapport with clients and team members.
• Strategic thinker with excellent problem-solving and decision-making abilities.
• Demonstrated ability to manage multiple priorities and thrive in a fast-paced environment.

Expectations:

• Lead by example, embodying the organization’s values and commitment to client success.
• Actively engage with clients and team members to foster a positive and productive environment.
• Drive innovation and continuous improvement in client service delivery.
• Ensure the team is equipped and empowered to meet and exceed client expectations.