As the Director of Client Services in the sales department at FirstLight, you will be responsible for leading and managing the client services team to ensure the highest level of customer satisfaction. You will develop and implement strategies to enhance client retention and growth, optimize customer service processes, and foster a culture of excellence in customer relations. Your role will involve collaborating closely with the sales, marketing, and product development teams to align client needs with the company’s offerings, contributing to the overall growth and success of the organization.

Responsibilities:

1. Team Leadership: Lead, mentor, and manage the client services team, fostering a positive and collaborative work environment. Set clear performance objectives, provide regular feedback, and encourage professional development.
2. Client Relationship Management: Build and maintain strong relationships with key clients, understanding their needs and ensuring that the team provides timely and effective solutions. Proactively address client concerns and seek opportunities for upselling and cross-selling.
3. Strategy Development: Develop and implement client services strategies aligned with the company’s sales objectives and overall business goals. Identify opportunities for process improvements and innovative approaches to enhance customer satisfaction.
4. Collaboration: Collaborate with the sales, marketing, and product development teams to align client requirements with the company’s offerings. Communicate client feedback and market trends to relevant teams for continuous improvement and product development.
5. Performance Analysis: Analyze key metrics and client feedback to assess the effectiveness of client services initiatives. Utilize data-driven insights to make informed decisions and drive improvements in client retention, satisfaction, and overall sales performance.
6. Resource Management: Allocate resources efficiently, ensuring the team has the necessary tools and support to deliver exceptional customer service. Monitor budgetary constraints and optimize resource allocation for maximum efficiency and profitability.
7. Risk Management: Identify potential risks or challenges in client relationships and develop proactive strategies to mitigate these risks. Implement protocols to handle client escalations and resolve issues in a timely and satisfactory manner.
8. Market Awareness: Stay updated on industry trends, market dynamics, and competitive landscape to adapt client services strategies accordingly. Anticipate market shifts and align the team’s efforts to meet changing client demands and expectations.

Qualifications:

• Bachelor’s degree in Business Administration, Sales, Marketing, or a related field. A Master’s degree is a plus.
• Proven experience in a senior client services management role within the sales industry.
• Exceptional leadership and team management skills with a track record of building and motivating high-performing teams.
• Strong interpersonal and communication skills with the ability to foster positive client relationships and collaborate across departments.
• Analytical mindset with the ability to leverage data for strategic decision-making and performance improvements.
• A comprehensive understanding of sales processes, customer relationship management, and client retention strategies.
• Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to evolving business needs.