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0-5 years of experience
Challenged to drive productivity and efficiency improvements within the Houston Product Support Call Center, Pune-India Call Center and the professional services team. Assumed leadership for all staffing, training and development, work allocation, performance management, process reengineering, best practices and customer management. Instituted dashboards, performance metrics, call automation and call center training. Leveraged existing software applications to improve productivity, and introduced panel interviews and behavioral-based interviewing that significantly improved staff recruitment and retention.
- Restructured Houston product support operations and recruited new team members that improved call quality and client satisfaction and increased case productivity by 63%.
- Replaced 75% of professional service team and boosted team’s technical acumen that drove productivity up 59% while tripling revenue generation.
- Doubled Pune-India Call Center productivity by facilitating an aggressive cross-training effort.
- Bestowed “Achievers Club Award” in 2010 for unprecedented performance in team leadership, customer satisfaction, revenue generation and profitability.
10+ years of experience
Head Client Management team for Marketing Communications firm focusing on luxury clients. Function as single point of contact for Marketing, HQ and Field sales staff, Technical staff and others in support of 2-3 contractual clients. Responsiblilities include project management for software and content based projects, managing client expectations and ensuring clients adhere to contracts, coaching/training client users on system software as needed. Provide Market Research support as needed.
- Used monthly premium sports sedan sales data to estimate sales impact on client model from Panamera intro and Jaguar XJ relaunch (2009-2010)
- Fielded and analyzed first on-line Owners’ survey after client re-launch in North America, results implemented in re-design of client’s main product for 2008 model year
- Partnered with client in design, implementation, tracking and follow-up for 2 years of direct mail programs which increased leads 140% to 230%, generated 16,000 test drives and an incremental month of sales
- Recommended to Managing Partner that company drop SEO program because it was not meeting goals after multiple analyses of company website performance using Google Analytics
- Generated excellent response rates to surveys for clients, over 12.5% for benchmark Owner’s survey in 2006, average for DM follow-up surveys (2 years of surveys) was over 38%
0-5 years of experience
Created a “client services” culture companywide; enabling us to increase our overall client satisfaction ratings from 8.05 to 9.10 out of 10. Response rates increased to 23% of service, sales, and installs
- $6 million in inbound sales revenue, and $1.8 million in outbound sales revenue with agent productivity averaging 63.45%
- Designed staffing model that enable for optimal productivity, moving most of the agents to 4 10 hour days.
- Combined inbound and outbound contact center handling over 500k contacts made up of voice, emails, and chat.
- Service level achievement of less then 2.5% annually
- Created a compensation plan that was focused on agent productivity and revenue generation.
- Increased average order value per call by 15% over 5 year average
0-5 years of experience
Elevated to lead six person team of Project Managers and Content Management Specialists responsible for the successful onboarding, implementation, and ongoing support of an integrated, multi-platform, multi-product guest services solution.
- Redefined the company’s project lifecycle in order to expedite the delivery of an integrated software solution from 120 days to 30 days.
- Introduced a post implementation support structure that encompassed ongoing training and education for clients through the use of online videos, user manuals, live webinars, and professional service packages available for purchase.
- Created incentive programs based on predetermined project milestones, and revenue goals.
- Collected the business requirements for over 30 integrations and championed on behalf of the client in order to gain approval from R&D for specific features.
0-5 years of experience
Led portfolio management, sales operations, and corporate marketing. Directed contract setup and compliance. Responsible for revenue assurance, monitoring, and reporting of revenue attainment against goals. Developed and implemented processes and procedures to increase the effectiveness of sales and service staff. Led client proposal development and directed the development of new business opportunities.
- Built infrastructure for managing client program portfolios totaling more than $150 million with focus on contract and financial management.
- Created key performance indicators for monitoring the business development function and the system for maintaining and reporting results.
- Directed development of more than 60 major proposals totaling more than $110 million annually, inclusive of securing the firm’s largest contract.
- Led implementation of the firm’s inaugural customer relationship management system.
- Created and implemented the firm’s business development opportunity screening and ranking method.
- Introduced client account planning tools for a newly-developed sales and account management team.
0-5 years of experience
Led the Client Services staff comprised of Technical Support, Knowledge Base and Training, and Client Success teams.
- Guided and oversaw a staff of 6 team members and over 5,500 customers worldwide.
- Developed, monitored and improved key performance metrics for operations including client satisfaction, productivity and efficiency data.
- Planned, selected, and executed new departmental plans for training and success in functional areas to result in a profit center driven approach.
- Managed strategic partnerships with both internal and external business units; identified business needs and opportunities globally; established priorities; and allocated resources to maximize client satisfaction.
- Served as an escalation point for issues impacting both clients and the software product to reduce risk.
- Provided thought leadership and best practices, both internally and externally, around business transformation.
0-5 years of experience
Manage client projects from initial setup and training through monthly maintenance of data for AllPayor system
- Interpretation of commercial and government managed care contracts for data modeling of reimbursement terms including billing and compliance with government regulations ensuring system accuracy
- Data analysis of claim information for 30 clients totaling over $1B in claims
- Responsible for reporting used in client month end process for calculating accruals
- Maintained database information including CMS and Medicaid data files, together with troubleshooting issues with new data formats and upgrading tools to meet customer needs
- Analyzed and reconciled financial information for hospital claims comparing estimated reimbursement to actual
6-10 years of experience
Created and implemented comprehensive strategic planning policies and program services.
- Assured comprehensive client services that attended to both the advocacy and counseling needs of clients through collaboration with the Director of Counseling and the counseling staff.
- Supervised, trained, and reviewed the performance of shelter manager, court advocates, law enforcement advocates, interns, and community support specialists.
- Provided domestic violence education, safety planning, developed and facilitated weekly support groups in the community.
- Provided mediation between staff and programs when necessary, facilitated staff meetings, created a team atmosphere that encouraged staff and supported the needs of clients.
- Developed curriculum and provide domestic violence advocacy training to community partner agencies.
- Prepared reports and correspondence for distribution to funding sources.
0-5 years of experience
Built and led Client Services organization to deliver “second to none” customer service.
- Achieved top ratings annually on “Voice of the Customer” survey.
- Responsible for leading, directing and managing all activities within the Client Services call center as well as providing field sales support.
- Instrumental in partnering with the sales organization in acquiring and retaining clients, working one on one with sales reps and clients.
- Successfully built, trained and managed a traveling sales support team focused on providing sales coverage for vacant territories. Team was charged with maintaining and increasing revenue. Increased revenue in vacant territories on a consistent basis.
- Directed and led team projects focused on continuous improvement.
- Developed and managed budgets for the call center and executed below budget on a consistent basis.
- HIPAA trained, knowledgeable and compliant
0-5 years of experience
Coordinated the hiring, training, and overall performance of all Corporate Account Managers, Accounts Receivable Personnel, Client Service Employees, and Client Retention Specialist.
- Hired and trained 2 members of Senior Sales Management.
- Increased the Client Service “program current to date” metric in every year since 2009. Achieved a new company record in this category each year.
- Introduced several new innovative strategies that have lead to a new company best in client retention.
- Decreased days to pay in Accounts Receivable by 25% in less than 12 months.
- Double-digit revenue growth in 2009, 2010, 2011, 2012, and on pace for a 20% growth in 2013.
- Impacted the bottom line by $250,000 in 2013 by restructuring the client service department.
0-5 years of experience
Led the Client Services staff comprised of Technical Support, Knowledge Base and Training, and Client Success teams
- Guided and oversaw a staff of 6 team members and over 5,500 customers worldwide
- Developed, monitored and improved key performance metrics for operations including client satisfaction, productivity and efficiency data
- Planned, selected, and executed new departmental plans for training and success in functional areas to result in a profit center driven approach
- Managed strategic partnerships with both internal and external business units; identified business needs and opportunities globally; established priorities; and allocated resources to maximize client satisfaction
- Served as an escalation point for issues impacting both clients and the software product to reduce risk
- Provided thought leadership and best practices, both internally and externally, around business transformation
Director of Client Services Duties and Responsibilities
Directors of client services take on a wide variety of tasks depending on their employer and the size of their team. Based on job listings, the core tasks and duties common among those in this role are:
Provide Strategic Direction
Directors of client services provide strategic direction by constantly monitoring customer satisfaction and industry trends and then recommending new projects, operational standards, and customer service procedures based on their findings. They also apply continuous improvement to existing processes.
Cultivate Client Relationships
While directors of client services delegate daily support tasks to their staff, they often engage firsthand with clients during complex situations such as high-level planning, contract signing, or unusual requests. In these cases, they must manage expectations, address inquiries, and assess customer requirements with accuracy.
Resolve Client Issues
Directors of client services lead customer support teams in resolving issues while complying with service-level agreements. They keep a sharp eye on open customer cases and step in directly when they reach critical levels. In addition, these directors regularly inform executives and relevant department heads about major product or service problems.
Coordinate Operations
An important part of this role is coordinating day-to-day customer support operations. Aside from supervising account managers, support engineers, and other team members, directors of client services implement strategic initiatives, develop best practices, and ensure that deadlines and standards are met.
Hire and Coach Team Members
Directors of client services take an active role in human resource activities such as recruitment, onboarding, and talent development for the service teams that they manage. They give out performance evaluations, offer coaching and mentoring, and collaborate with HR to design training programs.
Director of Client Services Skills and Qualifications
Directors of client services are keenly attuned to customer needs and can translate these to product or service or requirements. Proactive and driven, they push projects to completion and respond agilely to changing customer demands. In addition to a bachelor’s degree in management or a related field, directors of client services possess the following skills:
- Leadership skills – directors of client services take charge of their company’s client support in both strategy and implementation, so they must be experienced leaders who excel at decision-making and project management
- Data analysis – it’s vital for directors of client services to be skilled at data analysis, since they must synthesize market research, internal and external feedback, and sales statistics to determine how to improve customer satisfaction
- Customer service – directors of client services keep the customer experience in mind throughout all of their tasks, whether they’re negotiating contracts with clients or restructuring operations for increased efficiency
- Problem-solving skills – because directors of client services oversee the handling of customer complaints and issues, they must be adept problem solvers and capable of thinking quickly even in urgent, critical situations
- Organization skills – directors of client services track several projects, client accounts, employee teams, and activities simultaneously, and they must maintain a comprehensive vision of all these to steer the company toward its customer support goals
Director of Client Services Education and Training
It is possible to obtain employment as a director of client services with only a high school diploma, but most have an associate’s or bachelor’s degree related to their industry. However, employers focus more on work experience than education. Candidates need at least five years of experience in customer support and account management, preferably in a supervising position. On-the-job training is minimal, as this is a high-ranking role and directors of client services are expected to be seasoned leaders.
Director of Client Services Salary and Outlook
According to PayScale, the median annual salary for a director of client services is around $87,000. Those in the top 10th percentile earn more than $140,000 annually, and those in the lowest 10th percentile earn less than $49,000. There is no specific data from the Bureau of Labor Statistics (BLS) about directors of client services, but the job outlook seems optimistic. Demand for customer service representatives, whom directors of client services oversee, is likely to increase 5 percent, and management jobs are predicted to grow 8 percent through 2026.
Helpful Resources
Ready to become a successful director of client services? Look at the following list of career resources to learn more:
Outside In: The Power of Putting Customers at the Center of Your Business – in a business landscape where customers have access to more companies than ever, customer experience becomes the deciding factor. This book tackles how organizations can adopt a customer experience mindset and boost their profitability
International Customer Service Association – this nonprofit association caters to customer service providers from all over the world. It’s centered on professional development and offers webinars, online courses, and other educational content
The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service – directors of client services have the challenging mission of instilling a customer-focused culture in their department or even organization, and this book lays down concise steps for getting there, providing practical exercises and tools along the way
CustomerThink – this online community regularly publishes diverse articles about customer engagement, technology, and customer experience. Check it out for useful tips, industry news, influencer interviews, and event reviews
Mapping Experiences: A Complete Guide to Creating Value Through Journeys, Blueprints, and Diagrams – to systematically convert customer observations and other qualitative data into actionable insights, check out this book, which explains the concept and practice of diagramming customer experience
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Director Of Client Services
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
