Client services directors, sometimes called account managers, are responsible for overseeing a company’s relationship with its clients. They are expected to maintain a high retention rate, developing long term relationships with repeat customers. They manage the company’s accounts, communicate with clients and ensure their satisfaction.
Client services directors may also be responsible for attracting new clients to an organization. Once they get a client to sign, they will communicate with the client about the products or services, making sure that there are no issues and that the client is happy. Client services directors are expected to take action if a client is unhappy, and they are typically the first person a client will contact if there is a problem.
When client services directors are selling a product or service to new customers, they may provide small training workshops for their clients on how to use the product or service. This ensures that a client knows how everything works and it gives them the opportunity to ask any questions at the outset of the relationship. Especially in the case of new software for computer clients, it will ensure that they know how to use the software and identify any bugs or glitches before they roll it out.
Client services directors must have exceptional communication skills as they are responsible for addressing any concerns or issues that a client has. They must also be creative as they may be helping the marketing department come up with new ways to target new clients. They typically have an extensive background in business management or sales, with a bachelor’s degree in a related field.
Client Services Director Tasks
Manage the staff, clients, and process for particular accounts and policies for all accounts.
Create strong community and client relations.
Oversee tracking of data about accounts, intervening when problems occur.
Lead marketing efforts, pricing, and outreach to upper management.