Director, Client Services Resume Sample

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Sebastian Ritchie
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Work Experience


Director of Client Services
12/2016 - PRESENT
Dallas, TX
  • Maintains senior level relationships and manages the overall relationship building process with clients and partners
  • Manage customer success activities, including onboarding, professional services and consulting, relationship management, renewal, cross-selling and up-selling
  • Develop KPIs to ensure a high level of customer service and continuous engagement and ultimately increased renewals and cross-selling and upselling opportunities
  • Define and optimize the customer lifecycle by mapping the customer journey, developing listening points in the journey (e.g., usage, satisfaction), standardizing interventions for each point in the journey, define segmentation of customer base and varying strategies, identifying opportunities for continuous improvement, and employing industry best practices
  • Measure effectiveness of customer success through defining operational metrics, creating cadence for review within the account management and client support teams, and providing subsets of metrics to senior management team
  • Spearheads analyses that drive key business decisions and budgetary levels, delivered to client executives
  • Participates in the hiring, training, development, mentoring and retention of staff members
  • Develop, communicate, and execute processes for developing a new Client Services function responsible to manage client needs for a solution that relies on operational teams across multiple Experian business units
  • Based on a deep understanding of the client’s needs and regular client interaction, interface of the client’s behalf with
Director, Client Services
09/2011 - 09/2016
Detroit, MI
  • Improving value for our clients and business partners,
  • Building an engaged and talented workforce,
  • Executing our service strategy to provide operational and client excellence
  • Initiating and leading change in a high volume, fast paced, front line client service environment
  • Develop and deliver a strategic vision and plan for Client Services, ensuring alignment with Group Benefits and GB Operations strategies
  • Partner effectively with key business stakeholders including Business Development, Group Plan Implementation, GB Operational teams and BPS to continuously deliver client service excellence
  • Deliver an exceptional, consistent, and cost effective client service experience for plan sponsors, plan members and plan advisors
Executive Director of Client Services Development
10/2006 - 08/2011
Phoenix, AZ
  • Optimize the service delivery model including the use of offshoring resources
  • Lead/coach/develop a multifaceted, talented, and highly engaged team over 50 employees in multiple sites focused on delivering business results
  • Leverage the Brighter Way principles, structure and processes to create a culture of continuous improvement in productivity, client services and operational management
  • Develop governance for all business processes and transactions to meet business standards and objectives
  • Collaborate with and support APUS business development team and faculty to facilitate partnership deliverables and related operations and processes for the execution, launch, management and growth of education and training relationships
  • Primary focus on account management and growth of executed client relationships
  • Manages, prepares and publishes reports with insights to partners and team in support of and in collaboration with overall CAL business operations’ metrics and reporting efforts

Education


University of Phoenix - Nashville Campus
2002 - 2006
Bachelor's Degree in Business

Professional Skills


  • Possess the following; strong leadership skills, professionalism, a pleasant demeanor, and as well as strong verbal and written communication skills
  • Excellent customer relationship skills, relationship management skills and a solution-oriented approach
  • Strong leadership, project management skills, time management and problem solving skills
  • Outstanding project management and time management skills – Proven ability to manage 3-5 large clients simultaneously, prioritizing tasks to meet goals
  • Strong leadership skills with the ability to motivate and inspire his/her team to deliver excellent results in a rapidly changing environment
  • Excellent organizational skills, to include demonstrated ability to re-tool a complex organization to meet changing demands
  • Demonstrated knowledge with exceptionally strong skills in MS Office including Word, Excel, and PowerPoint

How to write Director, Client Services Resume

Director, Client Services role is responsible for presentation, interpersonal, leadership, clients, organizational, business, negotiation, reporting, customer, relationship.
To write great resume for director, client services job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Director, Client Services Resume

The section contact information is important in your director, client services resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Director, Client Services Resume

The section work experience is an essential part of your director, client services resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous director, client services responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular director, client services position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Director, Client Services resume experience can include:

  • Develops/executes strategies to bring enhanced APUS offerings to partners in order to meet their employee development needs using a thoughtful, collaborative and consultative approach
  • Strong communication and presentation skills in order to effectively manage client accounts and their expectations
  • Demonstrated experience effectively communicating complex regulatory changes
  • Excellent PC skills, proficient in MS applications with excellent ability to work with large amounts of data and build reports
  • Can demonstrate excellent client communication and presentation skills to sell solutions, inspire new ideas, gather key requirements, and build consensus
  • Strong communication, presentation and interpersonal skills with a proven ability to work comfortably with diverse groups

Education on a Director, Client Services Resume

Make sure to make education a priority on your director, client services resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your director, client services experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Director, Client Services Resume

When listing skills on your director, client services resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical director, client services skills:

  • Demonstrated ability to effectively prioritize multiple competing priorities
  • Excellent computer skills, public speaking, presentation and teaching skills
  • Strong oral and written communication skills and presentation skills​
  • Excellent written and oral interpersonal skills to effectively communicate well
  • Demonstrate solid leadership qualities and organizational skills to maximize delivery of customer service effectiveness
  • Strong analytical skills, detail orientation and demonstrated relationship building required

List of Typical Experience For a Director, Client Services Resume

1

Experience For Director of Client Services Resume

  • Appropriate IT skills and an ability to utilise systems effectively to monitor performance
  • Strong interpersonal skills that encourage team cooperation, promote enthusiasm and motivate strategic thinking
  • Strong analytical skills with the ability to communicate complex analytical results to a variety of audiences
  • Excellent people skills with the ability to build customer relationships and engage and influence direct reports
  • Partnering with Sales Management to effectively steward the team's account lists
  • Work effectively with all peers and the stakeholders Product, R&D, Sales, Finance, Marketing, and PMO to negotiate and influence customer improvements
  • Effectively navigate a large company landscape
2

Experience For Associate Director Client Services Resume

  • Create, deliver, and close proposals through effectively collaborating across Nielsen teams
  • Manage and inspire team members to continually improve their knowledge and skills as marketing consultants
  • Ultimate responsible for the management of the delivery teams, ensuring team members have the right skillset
  • Prior people management experience at a senior level
  • Manage career development for team members and ensure the team is effectively trained
  • Prioritizing Digital and Linear CSR desk and work flow
3

Experience For Executive Director of Client Services Development Resume

  • Ensuring the effective execution of the services provided by the Proposal Team
  • Experience in a relevant position, including department management, with an emphasis on high touch clients who require white glove service
  • Experience with online video advertising essential
  • Highly organized; able to handle multiple and competing priorities in a fast-paced environment
  • Integrity, positive attitude, mission-driven, and self-directed with demonstrated passion for ESPN’s mission and commitment to working collaboratively
  • Maintain strong working relationships with all key accounts at a senior management level
  • Prepare annual departmental budget; operate within this budget, providing variance reports as requested
  • Leadership experience leading a small team
  • Responsible for overseeing creative effectiveness and integrity
4

Experience For Executive Director, Head of Client Services Resume

  • Leadership experience leading a small team
  • Extensive experience in managing a large enterprise team of Tier 1 and Tier 2 IT professionals
  • Experience - 7 to 10 successful years in analytical client service roles in marketing/ information services in the specific industries of the clients' profiles
  • Product knowledge - solid understanding of all Nielsen capabilities and value drivers for clients
  • Business acumen - solid understanding of clients’ business plans and market dynamics
  • Strong understanding of health care, revenue cycle and health care information systems
  • Strong utilization of internal networking and resources
  • Experience in managing adverse situations
  • Proven history in managing relationships with key stakeholders (internal, partners, agencies, suppliers, executives)
5

Experience For Manager / Director, Client Services Resume

  • A very good understanding of clinical research (pharma, device and/or biotech sectors) and of Clinical Research SaaS technology
  • Significant experience leading teams in both direct and matrix relationships
  • Demonstrated ability to recognize, articulate, and analyze the impact of key trends in client servicing needs across all segments
  • Provides feedback and input to internal teams from education partners and trains clients to help improve relationship experience
  • Intermediate experience required with the MS Office Suite (Powerpoint, Word, Excel)
6

Experience For Client Services, Director Resume

  • Serve as a voice of the company in the acquired organizations and build strong ties with Senior Management of acquired entities
  • Media industry experience required
  • Proactive collaboration with peer leaders in Service Delivery to ensure seamless client experience
  • Experience in a team leadership role is required
  • Experience in management of programmatic digital video ad delivery, optimization and/or yield management
  • Strong market knowledge, extensive practical and industry knowledge, and the ability to integrate critical information from diverse areas
7

Experience For Director, Partner Client Services Resume

  • Determine team priorities and set strategies to ensure quarterly revenue goals are met and exceeded
  • Manage quarterly and annual client review process in conjunction with the managers and ensure data has been validated
  • Determine client needs to develop creative and cost effective solutions
  • Experience of leading and working in a process-driven environment
  • Experience working in other countries or at least working in an international environment
  • Previous experience with medical and pharmacy claims processing
  • Track record of experience in an equivalent role
  • To build strong rapport and to improve business relationships with clients by identifying and understanding clients’ needs
8

Experience For Director, Operations & Client Services Resume

  • Experience in a client service and/or program/project management role, preferably with a media organization, digital agency, or B2B company
  • Set team priorities, establish expectations, and maintain focus
  • Proven ability to manage diverse teams with widely varied levels of subject matter expertise
  • Coordinate with other departments to maintain an effective and collaborative environment, such as technology, human resources, and finance
  • Establish strong and productive relationships with senior-level management for internal dissemination of Product issues
9

Experience For Director Client Services & Administration Resume

  • Relevant experience
  • CRM experience and work with B2C and B2B clients
  • Run and validate all department reports (both internal and external)
  • Experience in computer lifecycle management
  • Health care business experience and account management
  • Demonstrated ability to manage client relationships and contract negotiations at the C-level as well as Director Level in client hospitals
  • Develop client relationship as “trusted advisor” role through effective proactive project management
  • Seven (7) or more years of relevant experience with progressive management responsibilities
  • Identifying, gathering, documenting and championing product needs for the user base
10

Experience For Client Services Account Director Resume

  • Setting the vision, determining the strategy, and holding self and team accountable
  • Ensuring the success of the Video Client Services team and ensuring that company revenue goals are being met
  • Mentoring and coaching of existing team
  • Interviewing and hiring Digital and Linear Client Service representatives
  • Monitoring and coaching Digital and Linear CSR’s through daily interaction, 360 feedback, positive reinforcement, and performance reviews
  • Implementing and analyzing performance metrics to sustain service levels and asses quality of work
  • Serving as a liaison with internal support departments on issues/processes affecting the team

List of Typical Skills For a Director, Client Services Resume

1

Skills For Director of Client Services Resume

  • Strong Managerial skills with 2+ years of supervisory experience
  • Proven ability to develop project plans, manage multiple projects simultaneously and prioritize effectively
  • Prior contract negotiation experience and persuasive negotiation skills to ensure client needs are well balanced internally and externally
  • Excellent planning, organizational, data analysis and critical thinking skills
  • Strong problem solving and communication skills, including ability to train/present and deal tactfully with clients
2

Skills For Associate Director Client Services Resume

  • Managerial skills, including a strong focus on team building
  • Strong outbound prospecting and cold calling skills required
  • Excellent communication, sales, presentation and relationship-building skills with ability to listen, collaborate and influence others
  • Excellent communication and presentation skills to translate complex concepts into concise yet informative messaging for clients
  • Attention to detail, excellent problem solving skills, and ability to meet deadlines and respond to clients timely
  • Strong problem solving skills and ability to multi-task and meet internal and client deadlines
  • Excellent verbal and written communication skills, interpersonal relationships, leadership and management principles and decision-making abilities
3

Skills For Executive Director of Client Services Development Resume

  • Well-developed inter-personal skills and experience in interacting with senior stakeholders
  • Excellent time management, numeracy skills and attention to detail
  • Demonstrated financial business management experience, system literacy, expat experience
  • Excellent organizational skills with the flexibility to readily adapt to change under stress and against tight deadlines
  • Excellent interpersonal skills and ability to work in a team environment as well as independently
  • High attention to detail with strong written and verbal communication skills
4

Skills For Executive Director, Head of Client Services Resume

  • Excellent oral, interpersonal, written and presentation skills
  • Proven leadership experience managing teams and coaching and mentoring individuals
  • Demonstrated experience implementing tracking and managing customer requests and inquiries via client management software
  • Demonstrated success dealing with brokers / consultants with a proven track record of meeting goals / target is highly valued
  • Solid marketing experience with CRM, direct and/or integrated marketing campaigns in an agency environment
  • Dynamic leadership, strategic thinking, project management, collaboration, and team-building skills
  • Skill in analyzing and improving operational effectiveness
  • Demonstrated experience leading and motivating a team
  • Effectively managing and developing teams
5

Skills For Manager / Director, Client Services Resume

  • Proven experience working and interacting with global stakeholders in a complex environment
  • Responsible for managing day-to-day client service operations and ensuring a consistent excellent client experience firm wide
  • Experience in managing multiple priorities, in various stages of project maturity
  • Self-starter with organizational, conceptual, and logical problem solving skills
  • Strong attention to data evidenced results and the management of data reporting to board level
  • Prior experience successfully managing a strategic vision and change management
6

Skills For Client Services, Director Resume

  • Eight to twelve years of experience in a direct client-facing or sales role with 1 or more years of direct people management experience
  • Superior written and verbal communication skills using a variety of formats and directed to a range of audiences
  • Effectively lead/manage a large complex team, driving organizational efficiency and process improvement
  • Act as client advocate with suppliers by effectively communicating the client’s philosophy and need with regard to relocation policies and culture
  • Strong understanding of the software development lifecycle with experience in the design, development, release and delivery of software systems
  • Excellent understanding and experience of the digital and document management industry
  • Handle difficult employee and customer issues effectively
7

Skills For Director, Partner Client Services Resume

  • Deliver effectively in a fast paced environment
  • Exemplary client service skills with the ability to maintain and extend client relationships
  • Communication skills - high level
  • Build and maintain relationships and work effectively in collaboration with diverse groups
  • Work independently and function effectively in both in-person and virtual team environments
8

Skills For Director, Operations & Client Services Resume

  • Collaborate closely and effectively with client stakeholders and cross functional leaders to ensure alignment with client needs and business operations
  • Oversee the quality of deliverables and effectively manage the team and day-to-day relationships to ensure exceptional performance
  • Strong, strategic, and effective thinker that evangelizes and enables the OIT vision
  • Demonstrated ability to act as the service executive in establishing effective relationships with clients and intermediaries, internal partners, and with peers
  • Identifying and providing feedback through 1:1s, effective use of personal development plans and provide coaching & development opportunities
  • Facilitating effective transition upon contract signing with the account management and implementation teams
  • Managing teams of ten or more employees with multiple team management experience
  • Demonstrated success in leading, coaching and mentoring others, team building, employee development, relationship building
  • Proven track record in generating, growing new business and driving client relationships
9

Skills For Director Client Services & Administration Resume

  • Extensive experience in analyzing and tracking support metrics and providing dashboard reports
  • Experience mentoring, managing, and developing assigned staff
  • Demonstrated critical thinking, strategic thinking, and problem solving behaviors
  • Effective planning and managing of all Department staffing needs which include but are not limited to
  • Experience in implementing and training document management system
  • Agency experience as an operating key liaison and interface with external facing clients and internal personnel within agency
10

Skills For Client Services Account Director Resume

  • Operational experience with setting up processes and documenting process flows
  • Experience in business planning and financial/underwriting acumen
  • Experience reading and interpreting statistical data and reports
  • Experience in CRM, direct marketing and/or integrated marketing
  • Experience leading client projects in a technical and/or marketing environment
  • Experience working with multiple units and/or organizations, building relationships, and with highly collaborative projects
  • Strong understanding of accounting, sales, finance, and human resources processes and procedures
  • Leader of people with demonstrable experience of leading through change whilst maintaining engagement
  • Project management experience in overseeing or contributing in complex, multi-discipline projects

List of Typical Responsibilities For a Director, Client Services Resume

1

Responsibilities For Director of Client Services Resume

  • Strong analytical, planning and problem solving skills; ability to understand the "big-picture" while rigorously paying attention to details
  • Strong leadership and people management skills (to have managed at least 5 direct reports); coordination of big teams
  • Strong outbound prospecting skills
  • Presentation Skills: ability to present complex information to various audiences in an effective and persuasive manner
  • Demonstrates interpersonal and management skills
  • B. A. required, with proven leadership skills
  • Strong customer focus and the ability to manage client project portfolios to ensure consistent delivery of an excellent customer experience
2

Responsibilities For Associate Director Client Services Resume

  • Experience within proxy/financial services in a managerial role, leading a service team (mentoring, counseling, skill development)
  • Proficiency with overall client advocacy and skill with maintaining the highest level of contact with clients to assure a strong, positive relationship exists
  • Partner with a cross functional team as part of the selling process, but also understand and effectively present our overall solution on your own
  • Strong client focus / Multi-jurisdictional client experience
  • Manage customer experience through provision of technical support, goodwill and concern management
  • Well-developed change management skills inclusive of change at a broader system level
3

Responsibilities For Executive Director of Client Services Development Resume

  • Staff management: ability to effectively lead, coach, and train subordinates
  • Work well in a collaborative environment and effectively communicate the values and mission of the organization
  • Demonstrable technical management experience responsible for large teams with diverse skill set
  • Change management/process analysis skills (e.g. business process re-engineering)
  • Effectively articulate our full service offerings to the clients, both verbally and visually, and identify new opportunities and solutions for organic growth
  • Effectively train others in tasks or workflow processes needed to accomplish agency objectives
  • Professional presentation skills and image
  • Drive effective negotiations with the client by understanding the value of the data, developing proposals, and providing pricing
  • Extensive experience in designing and managing complex digital and content marketing campaigns in the government market
4

Responsibilities For Executive Director, Head of Client Services Resume

  • Extensive experience in managing complex digital and content marketing campaigns in the government market
  • Has experience in managing administrative processes ideally payroll, accounting corporate secretarial
  • Maintain a good working knowledge of key agreements with clients and providers
  • Demonstrate leadership abilities to both supervised staff and clients in meeting application development needs based on appropriate technologies
  • Delivery or management experience in a digital product role, or agency/consulting environment
5

Responsibilities For Manager / Director, Client Services Resume

  • Experience in managing people
  • Experience managing Managers
  • Experience leading large organizations of Account Managers, Campaign Managers, Account Executive or like titles
  • Experience managing a team of Client Services Associates
  • Experience in a client facing role
  • Experience managing a team responsible for account relationships and support
  • Excellent understanding in various technologies especially mission critical environments
  • Experience interfacing with external clients in a project management role (IT/Software)
6

Responsibilities For Client Services, Director Resume

  • Adjust to constantly shifting priorities
  • Experience, including
  • Extensive experience in managing large or complex teams where delivery is through others
  • Lead the implementation team and drive the customer onboarding process and experience
  • Strong understanding of workers compensation, liability and disability claims management
  • Ten (10) years of technology experience, preferably in a higher education setting
  • Seven (7) years’ experience managing people in a mature ITSM environment
  • Experience with Cherwell, Service Now, or another leading ITSM solution prevalent in higher education
7

Responsibilities For Director, Partner Client Services Resume

  • Skill in program analysis and strategic planning
  • Direct hands-on experience working with/for Brands and Corporate Clients
  • Monitors and reviews financial performance of contracts with Finance to ensure that alliances are profitable and are in good standing
  • Accounting/Payroll experience would be desirable
  • Experience in similar management roles, preferably in international environment
  • Strong independent person with hands on and innovative approach
  • Previous experience in mergers and integrations as well as change management would be highly beneficial
  • Develop Key Performance Indicators (KPI’s) used to determine the effectiveness of core processes
8

Responsibilities For Director, Operations & Client Services Resume

  • Proven ability to facilitate relationships and work with clients and executive leadership
  • Expertise in operations management with demonstrated ability to manage change
  • Create/nurture a culture and processes which achieve the business goals and objectives with regards to the customer experience
  • Use employee, customer insight and root cause analytics to identify company-wide improvements (Customer and employee journey/experience)
  • Good judgement in tough Client situations
9

Responsibilities For Director Client Services & Administration Resume

  • Demonstrated account and project management expertise and the ability to perform in a dynamic, cross-functional, team-based environment
  • Experience in industry; 3+ years in management
  • Hiring to ensure adequate staffing
  • Handling escalation and working to solve customer issues
  • Working with operations team on establishing Service Levels with new clients
  • Presenting performance reviews and plans to existing clients at established frequencies
  • Expanding revenue base in existing clients and service expansion plans
10

Responsibilities For Client Services Account Director Resume

  • Ensuring contract renewals and extensions are achieved according to established goals within the region
  • Ongoing process improvement and collaboration with supporting Novitex functional areas
  • Working in the Financial Services Industry (e.g., Banking, Credit Union, and Mortgage)
  • Developing new business through organic and net new growth including new business pitch teams
  • Improving and growing agency reputation and profile
  • Hiring and fostering exceptional talent
  • Implementing and managing employee reviews

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