Are you a dynamic leader who thrives at the intersection of customer experience, operations, and strategic growth? Our growing client in the Albany area is seeking a Client Services Director to guide a talented team through an exciting evolution—from a traditional service model to a modern, scalable, tech-enabled client experience.

This is a high-impact, leadership-level role ideal for someone who can drive operational excellence, build client relationships, and lead a team through transformation with clarity, accountability, and vision.

Responsibilities of the Client Services Director will include:

• Lead and manage a team of 10–15 client service professionals, with direct oversight of 3–5 key team members.
• Conduct regular team meetings, performance evaluations, and growth planning.
• Create a culture of accountability, mentorship, and high performance.
• Serve as the senior point of contact for high-level accounts and escalations.
• Oversee account strategy and lifecycle health across all client tiers.
• Analyze usage patterns and campaign data to identify risks and opportunities.
• Guide the team in coaching clients toward better results and platform adoption.
• Improve team workflows and SOPs for both legacy and SaaS-based service models.
• Ensure accurate use of CRM systems for reporting and forecasting.
• Stay ahead of product updates and convert them into actionable strategies.
• Partner with Sales to ensure seamless client onboarding and account transitions.
• Support new business opportunities and collaborate on key proposals.
• Represent Client Services at industry events and internal leadership initiatives.
• Own reporting on KPIs, account health, and service tier performance.
• Use insights to influence staffing, coaching, and strategic adjustments.
• Provide regular feedback to Marketing, Product, and Sales teams based on client input and performance data.