Client Services Director

Client Services Director

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 :

• 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.
• 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.
• 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.
• 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.
• 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 :

Key Skills & Competencies :

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.