Client Service Director at Zenera Consulting

Job Brief:

A client services director communicates with a company's customers and helps the firm improve client satisfaction levels. The director also works with internal partners, such as operations staff and sales personnel, to improve service levels.

Responsibilities:

• Identify and develop prospective clients for business growth.
• Provide outstanding services and build client confidence.
• Develop process improvements to ensure client satisfaction and lead generation.
• Supervise client service team to achieve the revenue goals
• Maintain positive, long-term and productive relationships with clients.
• Develop client documentations such as Service Level Agreements (SLA’s), Statements of Work (SOW’s), Letters of Intent (LOI’s) and business proposals.
• Maintain frequent client interactions to strengthen client relationships.
• Conduct surveys, obtain client feedback and recommend service improvements
• Ensure that all client requests are executed within assigned service timelines.
• Maintain consistency and quality in all client communications.
• Assign workloads to team members, oversee daily team workflow and redirect work to meet changing client needs.
• Assist in employee recruitment, training, performance evaluation, promotion, retention and termination activities.
• Perform critical client negotiations for service contracts and costs.
• Address client inquiries and issues in a timely and accurate manner.
• Develop and deliver client presentations as needed.

Required Skills:

A client services director must possess good communication skills and the ability to solve complex client issues. A service-oriented disposition and the capacity to manage time and personnel are also helpful.

Requirements:

• Up to 6 years and above in a relative role.
• Must be a graduate of a higher institution.
• Proven experience in managing teams of diverse background.
• Ability to communicate effectively both written and spoken.