Director of Client Services

At Klaiya, We are the center of excellence that helps businesses establish and develop their online presence. We are looking for an experienced Director of Client Services to lead and oversee our team of Client Services Managers. The Director of Client Services will be responsible for ensuring that our clients receive the highest level of service and support possible. They will also be responsible for developing and implementing strategies to improve client satisfaction and retention. The ideal candidate will have extensive experience in client services, management, and project management. They will be a strong leader with excellent communication and interpersonal skills.

Duties & Responsibilities

• Serve as the primary point of contact for all assigned clients, managing day-to-day communication and expectations

• Develop strong relationships with client decision-makers to ensure mutual understanding of objectives, needs, and concerns

• Oversee the development and execution of comprehensive communications plans that are on strategy, on budget, and on time

• Lead a team of account managers and coordinators in the planning, development, and implementation of client projects

• Monitor project progress and performance against established milestones, timelines, and budgets

• Facilitate resolution of any issues or challenges that may arise during the course of a project

• Prepare accurate and timely reports on project status, results, and next steps for internal and external stakeholders

• Conduct regular check-in calls and meetings with clients to proactively address concerns and identify new opportunities

• Serve as a thought partner to clients, offering strategic counsel and recommendations on how to best achieve their communications goals

• Identify opportunities for new business with existing clients and make recommendations to senior leadership

• Stay abreast of industry trends and developments and share relevant insights with clients and team members

• Help develop and implement processes and systems to improve efficiency and effectiveness across the account management team

Required Skills and Qualifications

• Bachelor’s degree in business, marketing, or related field

• 5~8+ years proven experience in a client services or account management role

• Proven ability to develop and maintain strong client relationships

• Excellent communication, presentation, and negotiation skills

• Strong project management and organizational skills

• Ability to work independently and with a team to meet deadlines