What are the responsibilities and job description for the Client Services Director position at Rust Consulting?

Job Description

About the Role :

As the Director of Client Services, you will be responsible for leading and managing our client services team to ensure exceptional delivery of services and support to our clients. Reporting to the Vice President of Customer Success, you will oversee all aspects of client engagement, satisfaction, and retention, while driving initiatives to enhance the overall client experience. This role requires strong leadership, client management skills, and a deep commitment to client success.

Essential Job Responsibilities :

Strategic Leadership : Develop and execute the strategic vision and roadmap for client services, aligning with organizational goals and objectives. Define service delivery models, processes, and standards to ensure consistent and high-quality service delivery across all client engagements.
Team Management and Development : Lead and manage a team of client services managers, account managers, and support specialists, providing direction, guidance, and support to ensure team effectiveness and success. Set clear goals, objectives, and performance expectations for the team, and provide regular feedback, coaching, and performance evaluations to drive continuous improvement.
Client Engagement and Relationship Management : Build and maintain strong relationships with key clients, serving as a trusted advisor and strategic partner in understanding their needs, challenges, and objectives. Act as the primary point of contact for escalated client issues and concerns and work collaboratively with internal teams to address and resolve client issues in a timely and effective manner.
Service Delivery and Quality Assurance : Oversee the delivery of services and support to clients, ensuring alignment with service level agreements (SLAs), client expectations, and industry best practices. Implement processes and mechanisms to monitor and measure service performance, identify areas for improvement, and drive initiatives to enhance service quality and efficiency.
Client Satisfaction and Retention : Monitor client satisfaction levels through regular feedback and surveys and develop strategies and initiatives to enhance client satisfaction and loyalty. Drive client retention efforts through proactive engagement, value-added services, and strategic account management to maximize client lifetime value and revenue growth.

Qualifications :

Bachelor's degree in business administration, marketing, communications, or a related field; advanced degree preferred.

Experience in client services, account management, or a related field, with a proven track record of success in leading client-facing teams and driving client satisfaction and retention.

Strong leadership and management skills, with the ability to inspire and motivate teams, build strong relationships, and drive results in a fast-paced and dynamic environment.

Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization and across client organizations.

Solid understanding of client services principles, practices, and methodologies, with a focus on delivering exceptional client experiences and driving long-term client success.

The salary for this position is $100,000 annually; however, base pay rate offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and / or other benefits, dependent on the position offered.

Salary : $100,000

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