Senior Director of Client Services

Role Description The Senior Director of Client Services is a full-time, remote role responsible for leading the client services organization and ensuring exceptional service delivery. This role oversees client engagement strategies, manages key accounts, and drives initiatives that improve customer satisfaction and retention. Daily responsibilities include directing client service teams, reviewing performance metrics, resolving escalated issues, and collaborating with cross-functional leaders to enhance processes and offerings. The Senior Director will also develop and implement service standards, mentor team members, and provide strategic input on client-focused programs and continuous improvement efforts.

Qualifications

Strong Client Services and Customer Service skills, with a track record of building and maintaining high-value client relationships. Demonstrated Analytical Skills, including the ability to interpret data, monitor service metrics, and make data-informed decisions to improve outcomes. Experience driving Customer Satisfaction initiatives, including issue resolution, feedback management, and continuous improvement of the client experience. Proven Team Management capabilities, including leading distributed teams, coaching, performance management, and resource planning. Extensive experience in a senior client-facing leadership role, ideally within services, technology, or healthcare-related industries. Excellent communication, negotiation, and stakeholder management skills, with the ability to work effectively in a remote environment. Bachelor’s degree in Business, Management, Communications, or a related field; advanced degree or relevant certifications are a plus. Ability to develop strategic plans, manage complex projects, and align client services operations with organizational objectives.