Client Services Director

Role Summary

The Client Services Director (CSD) is a leadership role responsible for ensuring client satisfaction, retention, and growth by delivering exceptional service and fostering strong relationships. This role involves strategic planning, team leadership, and cross-functional collaboration to enhance customer experience and drive business success. The CSD will oversee client success teams, implement best practices, and work closely with internal departments to ensure clients achieve their goals with the company's products and services.

Key Responsibilities

Service Delivery & Operational Excellence

• Ensure consistent, high-quality service delivery that meets or exceeds client expectations.
• Work closely with product and technical teams to resolve client issues and improve service efficiency.
• Develop and implement client success programs, including training materials and best practices.
• Leverage data and analytics to refine processes and optimize the customer journey.
  
  

Client Relationship Management

• Ensure clients receive maximum value from products and services, driving satisfaction and retention.
• Develop and maintain deep relationships with key clients, acting as a trusted advisor.
• Oversee client onboarding and implementation, ensuring a seamless experience.
• Gather client feedback to identify areas for improvement and innovation and drive change
  
  

Strategic Leadership

• Help define and execute a client success strategy that aligns with overall business goals.
• Lead and mentor a client success team, promoting a culture of collaboration and client advocacy.
• Establish key performance metrics to measure client satisfaction, retention, and team efficiency.
• Identify industry trends and emerging needs to enhance service offerings.
  
  

Business Development & Growth

• Partner with the sales team to identify expansion opportunities within existing accounts.
• Develop and execute strategies for upselling and cross-selling to maximize revenue growth.
• Represent the company at industry events, networking opportunities, and client meetings to strengthen relationships.
• Support contract renewal negotiations to ensure long-term partnerships.
  
  

Team Leadership & Development

• Build, train, and manage a high-performing client success team.
• Provide continuous coaching, feedback, and professional development opportunities.
• Foster a culture of proactive client engagement and data-driven decision-making.
• Conduct regular performance evaluations and implement strategies for improvement.
  
  

Required Qualifications & Experience

Education & Training:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field
• MBA preferred
• Certifications in customer success, leadership, or business development are a plus.
  
  

Professional Experience

• 7-10 years of experience in client success, account management, or customer experience.
• Proven ability to manage client relationships and drive business growth.
• Experience leading and developing teams in a dynamic environment.
• Strong knowledge of customer success strategies, business operations, and service excellence.
  
  

Key Skills & Competencies

• Outstanding communication, negotiation, and relationship-building skills.
• Strong leadership and team management capabilities.
• Analytical mindset with a data-driven approach to client success.
• Ability to collaborate cross-functionally and drive organizational improvements.
• Proficiency in CRM platforms, project management tools, and data analytics software.
• Ability to manage multiple priorities in a fast-paced environment.
  
  

Archway is committed to building a diverse workforce by attracting, developing, and retaining employees. We believe that through having a diverse workforce, we will be employing the best talent and leveraging diverse and unique skills and perspectives.

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