client services director

Invespy

<p><b>Job Description</b></p><p>The Director of Client Servicing is responsible for leading client relationships, overseeing account strategy, and ensuring the successful execution of campaigns. He / She act as the main point of contact for senior clients, driving business growth and ensuring exceptional service delivery.</p><p><b>Key Responsibilities:</b></p><ul><li>Lead and manage client relationships, serving as a strategic partner.</li><li>Develop and oversee account strategies, ensuring alignment with client objectives.</li><li>Drive revenue growth by identifying new business opportunities and expanding existing accounts.</li><li>Monitor financial performance, ensuring profitability and budget adherence.</li><li>Drive Agency standing by consistently improving the quality of service and output</li><li>Oversee the execution of 360-degree branding and advertising campaigns, ensuring quality and efficiency.</li><li>Collaborate with creative, media, and production teams to ensure seamless project execution.</li><li>Manage and mentor account teams, fostering professional growth and independent operation.</li><li><b>Task Management:</b> Delegate responsibilities across teams, ensuring workflow efficiency and accountability.</li><li><b>Campaign Oversight &amp; Performance Monitoring:</b> Track campaign progress, analyze performance metrics, and optimize strategies for improved results.</li><li>Stay updated on industry trends, competitive activities, and market dynamics.</li></ul><p><b>We are looking for someone who has:</b></p><ul><li>Minimum 8&ndash;12 years of experience in client servicing, account management, or agency leadership</li><li>At least 3&ndash;5 years in a senior leadership role (Account Director / Client Services Lead / Business Director)</li><li>Experience in a full-service marketing agency (creative, digital, media, branding, production) is preferred.</li><li>GCC/Middle East market experience is a strong advantage</li><li>Ability to act as the primary strategic advisor to key accounts</li><li>Experience in leading Account Managers, Account Executive and cross-functional teams</li><li>Strategic thinker with strong commercial mindset</li><li>Confident, diplomatic, and solutions-oriented</li><li>Highly organized and deadline-driven</li><li>Strong negotiation and conflict resolution skills</li></ul><p>Job Type: Full-time</p>

Client Services Director

Silverchair

<div><p><b>About Silverchair</b></p>
<p>Silverchair is the premier independent platform partner for scholarly and professional publishers, dedicated to expanding the reach of the world&rsquo;s most valuable knowledge. By connecting creators, publishers, and users, we amplify the impact of scholarship and enhance the accessibility of critical information. Our global teams build, maintain, and innovate platforms across the publishing lifecycle, facilitating submission, peer review, hosting, dissemination, and impact measurement.</p>
<p>The Silverchair Platform hosts critical research content from such prestigious publishers as Oxford University Press, the American Medical Association, and McGraw Hill, comprising more than 12 million articles and 97k books. ScholarOne Manuscripts is the world's leading scholarly workflow management platform, processing over 3 million manuscripts annually for 9,000+ journal sites and serving 1.1 million monthly active users. ScholarOne Conferences streamlines the academic conference lifecycle for 135+ conferences annually, supporting scholarly publishers and associations worldwide.</p>
<p>Silverchair is a remote-first organization with Silverchairians living and working in over ten countries supporting our clients and operations throughout the globe.</p>
<p><b>DEI Statement</b></p>
<p>At Silverchair, we celebrate and embrace diversity in all its forms. We are committed to fostering an inclusive environment from the moment you consider joining our team. We actively encourage candidates from diverse backgrounds to apply, believing that a variety of perspectives and experiences enriches our community, drives innovation, and strengthens our impact.</p>
<p>Equity and inclusion are at the core of our hiring practices, and we strive to build a team that reflects a broad spectrum of cultures, experiences, and viewpoints. We are particularly committed to increasing representation from groups historically underrepresented in technology careers. Your unique experiences and perspectives are not just welcomed but are integral to our collective success. Join us in our mission to create a culture that unites and brings out the best in all of us.</p>
<p>Learn more about our commitment to diversity, equity, and inclusion at Silverchair.</p>
<p><b>Overview</b></p>
<p>The Director of Client Services reports to the VP, Customer Care and is responsible for defining the strategic vision and operational design of Client Services as Silverchair grows. This position determines how Client Services should evolve to meet increasingly sophisticated client expectations while maintaining scalability, profitability, and team sustainability.</p>
<p>The Director shapes what excellent support looks like at Silverchair&mdash;designing service delivery models, organizational structures, and operational frameworks that position Client Services as a competitive advantage. This role translates strategic vision into working operations, making critical decisions about team composition, resource allocation, technology adoption, and process improvement. The Director oversees internal teams, third-party vendor staff, and contractors, ensuring seamless integration and consistent service excellence across all employment types.</p>
<p>As the architect of Client Services' future state, the Director leads continuous evolution of how we support clients, how teams operate, and how we measure success.</p>
<h3 class="jobSectionHeader"><b>Essential Functions:</b></h3>
<p><b>Service Design and Organizational Strategy:</b></p>
<ul><li>Design how Client Services operates including team structure, coverage hours, support channels, and escalation paths</li>
<li>Define service standards and response frameworks that meet client expectations while remaining scalable and cost-effective</li>
<li>Assess expansion needs including geographic reach and coverage models, supporting team stability as we grow</li>
<li>Design organizational structure including team composition, leadership roles, and reporting relationships</li>
<li>Determine the right staffing balance across employment types to meet current and future needs, building business cases for headcount requests, technology investments, and resource requirements</li>
<li>Create career paths and development frameworks for team members</li>
</ul>
<p><b>Leadership and People Management:</b></p>
<ul><li>Provide direction and leadership to the Client Services Manager and management team</li>
<li>Directly manage employees and contractors, or determine the optimal management structure for these team members</li>
<li>Foster a culture focused on continuous improvement, customer service, and operational excellence</li>
<li>Mentor and develop direct reports, emphasizing strategic thinking and leadership growth</li>
<li>Oversee performance management, career development, and succession planning for all Client Services staff</li>
<li>Make hiring and termination decisions for employees and contractors within approved headcount</li>
<li>Ensure effective collaboration across different employment types</li>
</ul>
<p><b>Vendor Partnerships:</b></p>
<ul><li>Oversee relationships with third-party service providers, partnering with VP, Customer Care on vendor performance and contracts</li>
<li>Ensure vendor capabilities align with service needs and integrate effectively with internal teams</li>
<li>Serve as executive escalation point for high-stakes client issues</li>
</ul>
<p><b>Financial Management and Performance:</b></p>
<ul><li>Develop annual department budgets with VP, Customer Care</li>
<li>Define and track cost per ticket, resource utilization, efficiency metrics, and SLA compliance</li>
<li>Forecast resource needs based on client growth and service volume trends</li>
<li>Use data to drive improvements and hold teams accountable through clear expectations</li>
</ul>
<p><b>Client Insights and Cross-Functional Collaboration:</b></p>
<ul><li>Analyze patterns from client interactions to inform product and platform improvements</li>
<li>Work with Sales and Customer Success to identify upsell, cross-sell, and expansion opportunities</li>
<li>Track client health indicators that affect retention and growth</li>
<li>Partner with Product, Engineering, Sales, and Customer Success on shared objectives</li>
<li>Ensure Client Services Manager works effectively with development teams like WD-40</li>
<li>Collaborate with VP, Delivery on prioritization and resource allocation</li>
</ul>
<p><b>Technology, AI, and Process Improvement:</b></p>
<ul><li>Drive adoption of new technologies including AI and automation to improve efficiency</li>
<li>Establish AI guidelines and ethical frameworks, building AI skills across all staff</li>
<li>Lead technology implementations and AI initiatives that improve service delivery</li>
<li>Identify opportunities for better data analytics, knowledge management, and self-service</li>
<li>Work with Client Services Manager to monitor knowledge base and documentation effectiveness</li>
<li>Model responsible AI use with appropriate human oversight</li>
</ul><h3 class="jobSectionHeader"><b>Required Skills:</b></h3>
<ul><li>Proven ability to design and lead technical support organizations</li>
<li>Strategic thinking with ability to turn vision into working operations</li>
<li>Strong communication skills for working with executives, clients, and team members</li>
<li>Budget management and business case development experience</li>
<li>Experience managing distributed teams with different employment types</li>
<li>People management skills including coaching, performance management, and talent development</li>
<li>Data-driven decision making and problem-solving abilities</li>
<li>Change management skills for leading organizational transitions</li>
<li>Deep understanding of customer support operations and service delivery</li>
</ul><h3 class="jobSectionHeader"><b>Desired Experience:</b></h3>
<ul><li>Bachelor's degree in business, computer science, information science, or related field; advanced degree preferred</li>
<li>7+ years progressive leadership in technical support or client services</li>
<li>Experience designing service delivery models and organizational structures</li>
<li>Experience with vendor partnerships and third-party service delivery</li>
<li>Experience directly managing technical teams and individual contributors</li>
<li>Software or SaaS company experience, preferably B2B or enterprise</li>
<li>Publishing industry, academic technology, or scholarly communications background highly desirable</li>
<li>Track record scaling support operations through growth and geographic expansion</li>
<li>Familiarity with JIRA, knowledge management systems, and technical concepts like XML and APIs</li>
<li>Experience implementing AI or automation in support environments</li>
</ul>
<p>Silverchair is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable laws. We are dedicated to ensuring a fair and inclusive hiring process for all candidates.</p>
<p>We encourage applications from individuals of all backgrounds and experiences and are committed to providing reasonable accommodation for qualified individuals with disabilities in the application and hiring process.</p>
<p>Disclaimer: At this time, we cannot sponsor a new applicant for employment authorization for this position.</p>
<p><b>No agencies please.</b></p>
<p><b>Salary Range: </b>US$90,000-110,000</p></div>

Director, Client Services

Renaissance Investment Management

<p><b>RENAISSANCE INVESTMENT MANAGEMENT</b></p><p><b>POSITION PROFILE for Director of Client Services/Performance &amp; Portfolio Specialist</b></p><p><b>February 2026</b></p><p><b>I. SUMMARY:</b></p><p>The Director of Client Services/Performance and Portfolio Specialist is an integral part of the firm and interacts regularly with internal portfolio managers and outside clients. This position will be asked to work with and perform various functions to assist key personnel in the area of operations management.</p><p><b>Ideal Candidate will: </b>have excellent communication skills; be detail oriented and able to multi-task and prioritize job responsibilities; have knowledge of the stock market and investment management; be proficient in Excel, Word and Adobe Acrobat and willing to learn other systems (Indata, CRM); be able to think quickly and make timely and correct decisions; be able to work well with a team as well as independently when needed.</p><p><b>II. EXPERIENCE: </b>Bachelor&rsquo;s Degree in Finance, Accounting, or related field (will consider intern-to-permanent opportunities for students within a year of graduating)</p><p><b>II. REPORTING TO: </b>Chief Operating Officer</p><p>Position will work closely with existing Investing, Trading, Portfolio Administration, Compliance, Marketing, and Accounting teams.</p><p>Primary contacts outside Renaissance necessary to perform job:Clients, Custodians, Brokers, Affiliate companies</p><p><b>III. RESPONSIBILITIES:</b></p><p><b>A. </b> <b>CLIENT SERVICES:</b></p><p><i><b>Meetings</b></i><b>:</b></p><p>Coordinate and participate in calls/meetings with our investment teams and clients/prospects, ensuring materials and meeting links are prepared and sent beforehand. Work with our affiliate marketing partner, coordinating calls/meetings with our brokerage firm sponsors as well as their financial advisors ensuring appropriate materials are provided. Create CRM notes of all calls with participants and a brief overview of the call.</p><p><i><b>Mailings:</b></i></p><p>Send out all client contractual reporting requirements &ndash; Annual ADV mailings, updated policies and procedures, insurance policy renewals, etc. Work with the Portfolio Administration and Marketing teams during the quarterly appraisal cycles updating templates, verifying data, and assisting in the timely delivery of client reports.</p><p><i><b>Portfolio Monitoring:</b></i></p><p>Work closely with the Portfolio Administration department who are responsible for the day-to-day administration of all client portfolios, keeping abreast of open/closed accounts, significant cash flows, corporate actions affecting the portfolios, portfolio changes (i.e. swaps), client or advisors&rsquo; requests, and the basic processes managed by the team. Send quarterly Master account reviews to the Portfolio Manager and coordinate changes with the PA team.</p><p><b>B. PERFORMANCE AND PORTFOLIO: </b></p><p>Become familiar with all the firm strategies, gaining a basic understanding of the philosophy, investment process, fundamental analysis, characteristics, holdings, performance, etc. of each product. Generate swaps for all strategies.</p><p>Update and manage the firms&rsquo; composites, ensuring proper inclusion/exclusion of accounts, monitoring performance deviations, confirming composites and benchmark performance for reporting purposes.</p><p><b>C. GIPS AUDIT:</b></p><p>Conduct GIPS audits and stay abreast of changes to GIPS requirements and recommendations.</p><p><b>D. MARKETING:</b></p><p>Responsible for pulling all statistical data from our research database and updating our internal intranet for use in updating quarterly marketing materials as well as a source of information for the investment teams.</p><p>Complete all DDQs/RFIs, coordinating responses from team members and meeting all deadlines.</p><p><b>E. COMPLIANCE:</b></p><p>Serve as a member of the Compliance team, participating in discussions regarding policies and procedures, changes to the ADV, quarterly proxy reviews and any additional projects as they arise.</p><p>Provide AUM and Cash Flow data to Accounting department as needed for monthly, quarterly, and ad hoc reporting.</p><p>F. OTHER TASKSAssignment of other tasks as needed by other departments. This may include reviewing marketing and compliance materials, helping to complete various audit reports, etc.</p><p>Benefits:</p><ul><li>401(k)</li><li>401(k) matching</li><li>Flexible spending account</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Tuition reimbursement</li></ul><p>Application Question(s):</p><ul><li>Rate your skill with Microsoft Office products (1 = Beginner, 5= Expert)</li><li>Do you have experience using AI tools?</li></ul><p>Education:</p><ul><li>Bachelor's (Preferred)</li></ul><p>Work Location: Hybrid remote in Covington, KY 41011</p>

Director of Client Services/Portfolio & Performance Specialist

Holtec International

<div><div>The <b>Director of Client Relations</b> is responsible for driving client satisfaction and achieving business growth within their assigned client base while providing strategic leadership for key client relationships. Reporting to the EVP of Business Development, this role represents Holtec&rsquo;s full portfolio of products and services and serves as a senior commercial interface with customers. The Director of Client Relations is accountable for leading the sales process to identify customer needs and challenges and to develop and offer integrated solutions by leveraging the expertise of corporate engineering, manufacturing, and site services. Working closely with Company Subject Matter Experts and the project management team, this position plays a critical role in shaping account strategy, delivering winning technical solutions, preparing proposals, and leading or supporting complex contract negotiations that drive long‑term client growth.</div><div></div><div><b><br>
Location: </b>Camden, NJ or Remote (U.S.‑based candidates in FL, GA, IL, MA, MD, MI, NJ, NY, OH, PA, or TN)</div><div></div><div><b><br>
Primary Responsibilities:</b></div><br>
<div></div><ul><li>
Sales Performance: Meet or exceed annual sales targets through proactive client engagement, opportunity identification, and effective pipeline management.</li><li>
Client Partnerships: Build and maintain trusted, solution‑oriented relationships with clients through transparent, effective communication and regular engagement.</li><li>
Product Knowledge: Maintain a comprehensive understanding of Holtec&rsquo;s products and services, enabling effective communication of technical and sales-related information to clients.</li><li>
Business Development: Identify and pursue new business opportunities that align with client needs and the company's strategic objectives.</li><li>
Lead commercial strategy for high‑value or strategic client accounts, serve as executive‑level client interface for complex or high‑risk opportunities</li><li>
Mentor and guide Client Relations team and support sales best practices</li><li>
Solution &amp; Proposal Development: Analyze customer requirements and develop integrated solutions leveraging corporate engineering, manufacturing, and site services; lead or support proposal development to align with client expectations.</li><li>
Presentations: Deliver technical presentations to diverse audiences at varying organizational levels, showcasing Holtec&rsquo;s expertise and solutions.</li><li>
Sales Funnel Management: Maintain accurate and up-to-date information in the sales funnel software to ensure accurate and timely tracking of sales opportunities.</li><li>
Contracting &amp; Handover: Lead or support contract negotiations in collaboration with executive leadership, legal, finance, and project teams; transition executed contracts to project management for successful delivery.</li><li>
Project &amp; Account Support: Provide post‑award support to project teams, as needed, to ensure customer satisfaction and successful contract execution.</li><li>
Market Intelligence: Monitor competitor activity and emerging market trends; provide insights to inform business development and corporate strategy.</li><li>
Cross-functional Leadership: Coordinate and lead cross‑functional teams in preparation for and during client engagements to ensure alignment and readiness.</li><li>
Reporting &amp; Travel: Prepare regular sales reports and travel 25&ndash;50% to customer sites and conferences as required.</li></ul><div></div><div><b><br>
Requirements:</b></div><ul><li>
8+ years&rsquo; experience in the Nuclear Power industry, preferably in business development, project execution, or project management
</li><li>Bachelor&rsquo;s degree in a STEM field; Mechanical or Nuclear Engineering strongly preferred.
</li><li>U.S. Citizen or Permanent Resident Status and ability to obtain and maintain unescorted access to nuclear power facilities</li><li>
Technical<b> </b>Knowledge (preferred): Dry storage of used nuclear fuel, heat transfer equipment, small modular reactors (SMRs), and high‑level waste storage/transport technologies</li><li>
Demonstrated ability to grow and expand client support and partnerships</li><li>
Strong business development capabilities with the ability to address complex technical and commercial challenges</li><li>
Excellent written and verbal communication skills</li><li>
Strong interpersonal skills for client and cross‑functional collaboration</li><li>
Proficiency in Microsoft Office (Word, Excel, PowerPoint, Teams)</li><li>
Ability to work independently and meet objectives with minimal supervision</li><li>
Ability to travel 25&ndash;50% to customer sites and conferences</li></ul><div></div><div><b><br>
A Generation Ahead by Design&trade;</b><br>
<i>Investing in people who power the future.</i></div><div></div><div><br>
We believe great work deserves great rewards. Our benefits go beyond the basics, reflecting our commitment to supporting your whole self&hellip;your health, your future, and your career growth. This includes:</div><div></div><div><b><br>
Compensation:</b></div><ul><li>
Annual compensation based on skills and experience ranging from $170,000 to $190,000</li><li>
Additional compensation earned through incentive structure</li></ul><div></div><div><b><br>
Benefits:</b></div><ul><li>
Medical, dental, and vision insurance</li><li>
401(k) retirement plan with company match</li><li>
Paid time off and 11 Paid Holidays</li><li>
Company-paid life and AD&amp;D insurance</li><li>
Employee Assistance Program</li><li>
Wellness resources and voluntary benefits</li><li>
Training and educational assistance</li></ul><div></div><div><br>
If you&rsquo;re driven to solve meaningful challenges and make a lasting impact, we invite you to build your career at Holtec&mdash;<i>a generation ahead by design&trade;</i>.</div></div>

Director of Client Relations

Wireside Communications

<div><p><b>The Role:
</b></p><p>Key responsibilities for this role include partnering with the senior team to oversee day-to-day operations of client accounts, provide sound counsel and recommendations to clients, execute tactics and produce deliverables as specified in client programs. An Account Director will ultimately manage/run multiple medium budget accounts reporting into a senior team member. Managing/running an account includes the overall success of the account including owning the client relationship, ensuring high-quality service and results, coaching and training team members, forecasting and budgeting, and upselling projects and/or retainers.</p><br>
<p></p>
<p>
Account Directors are strategic thinkers, contributing high impact ideas to plans and programs. Responsible for managing the overall quality on projects and accounts, as well as adherence to budgets. Manages, mentors and coaches junior team members. An Account Director drives media coverage for clients; writes compelling content that reflects the clients&rsquo; voice and messaging; and plays an active role in new business development and presentation. Account Directors participate in agency marketing, new business efforts, social media, new services/offerings and day-to-day operations of the agency. Additionally, Account Directors have a growth mindset and actively seek opportunities to expand their skills, thinking, professional acumen, and ultimately, their career.</p><p><br>
<b>
This role is based in the San Francisco area. It will begin remotely and transition to a hybrid schedule with 2 required in-office days per week.</b></p><p></p><p><b><br>
What You&rsquo;ll Do:
</b></p><ul><li><b>Strategy:</b> Provide high-quality, strategic counsel for clients with minimal oversight from the senior team.</li>
<li><b>Media Relations</b>: Leveraging strong relationships with business, technology, broadcast and digital media and analysts, identify and work with reporters and influencers to secure coverage on behalf of our clients. Continue nurturing your existing media relationships on a regular basis as well as building new relationships. Coach junior team members in building their media relations skills.</li>
<li><b>Event/Tradeshow Management and Support: </b>Manage guest list/invitations; Coordinate logistics &ndash; i.e. meals/travel/lodging/meeting space; Schedule and coordinate meetings with media/analysts/influencers; Manage promotion efforts.</li>
<li><b>Social Community Management:</b> Build and maintain a social media calendar; Identify and connect with individuals/organizations to build audience engagement; Respond to all relevant tagged posts and direct messages; Follow relevant accounts; Provide updates as needed.
</li><li><b>Speaking &amp; Awards Programs</b>: Identify, recommend, pitch, and secure speaking and award opportunities; lead speaking and awards programs.</li>
<li><b>Content Creation:</b> Effectively develop a full range of written materials, including client correspondence, press releases, media pitches, briefing sheets, speaking abstracts, etc. Review junior team members&rsquo; work to ensure client readiness.</li>
<li><b>Client Knowledge:</b> Have a comprehensive understanding of the high-tech industry, as well as deep knowledge of clients&rsquo; business, and the ability to translate that knowledge into solid PR counsel and results. Leverage deep understanding of the client&rsquo;s objectives and competitive environment to develop clear business cases around opportunities for engagement to deliver meaningful results and drive impact.</li>
<li><b>Client Relations:</b> Provide high-quality counsel to clients. Proactively consult with clients and implement new ways to meet their needs through a deep understanding of Wireside&rsquo;s capabilities. Actively participates in the strategic account planning process, including analyzing past results and applying learnings. Troubleshoot client issues as they arise, seeking senior management input when appropriate. Manage account activities including client meetings, program implementation, special events, executive leadership opportunities and other programs as required. Cultivate and maintain trusted relationships with key clients by continuously adding value, anticipating and addressing their needs.</li>
<li><b>Account Management:</b> Manage programs and projects from kickoff through goal achievement. Handle client calls and meetings, proactively share flags with the senior management team. Manage both up and down, ensuring teams are meeting their deadlines and goals. Successfully lead a team or client project by inspiring and motivating team members.</li>
<li><b>Business Development:</b> Play an active role in the research and development of presentations for new business opportunities. Participate in new business meetings and pitches.</li>
<li><b>Agency Operations:</b> Contribute to agency marketing efforts including awards and social media posts. Participate and provide ideas to the new business process, creating baseline decks/proposals. Provide input on hiring decisions and annual reviews for junior team members. Coach and create opportunities for junior team members. Always represent Wireside well. Track time and support general agency operational tasks. Understand financial aspects of supporting a client account including budgets, forecasting and burn rates.</li>
<li><b>Team Management:</b> Manage team members (interns to account managers/account supervisors) and support their professional growth. Oversee team members ensuring they are delivering quality work on time and on budget. Assist team members ensuring that their responsibilities are prioritized effectively to meet deadlines. Be flexible and facilitate teamwork, working with multiple teams with different capabilities.</li>
<li>Travel required.</li></ul><br>
<p></p>
<p><b>
Required Skills/Abilities:</b></p>
<ul>
<li>Superior writing, editing, communication (written and verbal) and presentation skills; time and project management skills; and consultative skills (including effective questioning, critical thinking and client management).</li>
<li>Excellent interpersonal and client service skills.</li>
<li>Organized with the ability to focus while working off-site.</li>
<li>Strong analytical and problem-solving skills.</li>
<li>Ability to prioritize tasks and to delegate them when appropriate.</li>
<li>Ability to function well in a high-paced and at times stressful environment.</li>
<li>Understanding of social community management and best practices and platforms.</li>
<li>Proficient with Microsoft Office Suite or related software.</li>
<li>Commitment to personal accountability.</li></ul><br>
<p></p>
<p><b>
Requirements:
</b></p><ul><li>8+ years of Public Relations, Marketing, Communications experience, or related industry.</li>
<li>Bachelor&rsquo;s Degree in Business, Communications, Public Relations, Marketing, Journalism, English, International Relations or related area of study.</li>
<li>Superb organizational, project and time management skills to meet deadlines.</li>
<li>Passion for creating excellent high-quality deliverables.</li>
<li>Proven track record of conceiving, planning and executing PR strategies.</li>
<li>Demonstration of successes in earned media relations, including a strong list of media/journalist contacts across multiple verticals.</li>
<li>Ability to lead and inspire a talented team of motivated professionals at all levels.</li>
<li>Strong spirit of collaboration, highly self-motivated and results-driven with a can-do attitude.</li>
<li>4+ years management experience.</li></ul><br>
<p></p>
<p>
Preferred: previous experience in B2B, high-tech sector, agency or corporate. Use of standard PR tools such as Agility, Business Wire, HARO, etc.</p></div>

Account Director

The Social Lights

<div><h3 class="jobSectionHeader"><b>Description</b></h3><div><br>
At The Social Lights, we&rsquo;re a band of creative and energetic problem solvers who love nothing more than to help brands and individuals powerfully connect to their consumer utilizing the power of social media. In other words, our superpower is transforming social capital into brand equity.</div><div></div><div><br>
The Group Account Director is a client-whisperer, a big-picture thinker, an outstanding collaborator and a motivational leader with a tenacious desire to solve real business problems through marketing solutions that shape the future of our clients. This role oversees the health of a specific account portfolio as well as organic growth efforts, ensuring we both service and scale our partnerships through strategic positioning and relationship-building both externally and internally. The Group Account Director ensures the team delivers excellence in social media consultation, understands the business and marketing challenges each client aims to solve, and builds confidence in our capabilities with existing and new clients. This is a hands-on leadership role; someone who is comfortable being in the work alongside their team, flexing up and down as needed, and leading with a roll-up-your-sleeves mindset.</div><h3 class="jobSectionHeader"><b><br>
Key Responsibilities</b></h3><div><br>
The Group Account Director (GAD) is a critical leader at our agency, steering a portfolio of client accounts and the teams that support them. The GAD is tasked with driving growth, delivering innovative solutions, and consistently exceeding client expectations. They will inspire teams to produce their best work while ensuring the agency's continued success. This role requires exceptional professionalism, strategic problem-solving, and the ability to elevate both the quality of work and the agency&rsquo;s reputation. It&rsquo;s a unique opportunity to make a lasting impact on the business, the people you lead, and the agency's future.</div><div></div><div><b><br>
Account Leadership</b></div><ul>
<li><b>Lead Strategic Client Partnerships:</b> Serve as the principal leader of client accounts, ensuring we consistently exceed client expectations and deliver transformative results.</li>
<li><b>Cultivate Senior Client Relationships:</b> Forge deep, trust-based relationships with senior-level clients, acting as a strategic advisor on their business needs, and proactively identifying opportunities where The Social Lights can help achieve their business objectives.</li>
<li><b>Inspire High-Performance Teams:</b> Lead and motivate cross-functional teams to consistently produce exceptional work, fostering an environment that drives creativity, collaboration, and excellence.</li>
<li><b>Command Client Engagements:</b> Direct and orchestrate high-impact client interactions, including meetings, presentations, and strategic discussions, to ensure our ideas and solutions are compellingly communicated and embraced.</li>
<li><b>Exemplify Presentation Mastery:</b> Deliver presentations with authority and insight, anticipating client needs and questions, and confidently articulating how The Social Lights&rsquo; products, strategies and solutions directly address the challenges and opportunities at hand.<br>
</li></ul><div><b>Account Health</b></div><ul>
<li>Oversee and optimize the financial performance of a portfolio of accounts, steering our organization toward operational excellence and financial success.</li>
<li>Spearhead the retention and expansion of client portfolios, fostering enduring relationships and surpassing client expectations.</li>
<li>Oversee the sales renewal process for assigned accounts outlining key partnership opportunities and driving the account strategy.</li>
<li>Champion strategic initiatives, identifying opportunities to elevate client ambitions and pioneering novel avenues of support.</li>
<li>Inspire and empower the team to deliver unparalleled performance, orchestrating compelling presentations and persuasive engagements.</li>
<li>Oversee the financial vitality of key accounts, driving operational excellence and strategic foresight.</li>
Collaborate with the Chief Growth Officer in crafting comprehensive renewal strategies, highlighting pivotal partnership opportunities and steering account trajectories.<br>
<li>
</li></ul><div><b>Collaboration and Presentation Responsibilities</b></div><ul>
<li>Seamlessly collaborate alongside multi-disciplinary TSL discipline leads and their teams to develop social-first ideas and bring strategic leadership and thinking into all work throughout the agency.</li>
<li>Collaborate with cross-agency partners on behalf of client interests.</li>
<li>Present strategic thinking and outputs to clients and internal partners.</li>
<li>Demonstrate presentation prowess by presenting ideas in a compelling and inspiring manner, anticipating questions that may arise and being fully prepared with thoughts that go well beyond what is written on a slide; ultimately helping internal and external partners see the value The Social Lights offers and how our ideas directly solve the challenge at hand.</li></ul><div><br>
</div><div><b>
Agency Thought Leadership</b></div><ul>
<li>Champion the establishment of our organization as the premier and sought-after provider of innovative social media solutions, elevating our reputation and setting new industry standards.</li>
<li>Instill an agency-wide culture of curiosity, productivity and proactivity particularly related to content/engagement trends and innovations.</li>
<li>Promote and encourage a positive workplace culture dedicated to serving clients first and delivering a high standard of work on their behalf.</li>
Champion a workplace dedicated to client service excellence and the delivery of superior work standards.<br>
<li>
</li></ul><div><b>People Management</b></div><ul>
<li>Strategically lead and cultivate high-performing project teams, advocates and direct reports, fostering a culture of excellence to drive collective growth and success.</li>
<li>Work with direct reports to set measurable annual objectives, conduct check-ins and scheduled employee reviews, and provide continual and specific feedback to help each employee continue on their path to growth.</li>
<li>Develop direct reports through ongoing coaching, skills development and encourage participation and/or memberships that foster growth and development.</li>
<li>Identify and champion growth opportunities for agency personnel.</li>
<li>Anticipate hiring needs, actively contribute to the hiring process for content and engagement roles, and assist in onboarding new team members.</li>
<li>Create and present internal training content with the intent to continue advancing team skills and development across the agency.</li>
<li>Orchestrate and oversee the integration and onboarding process for new team members, ensuring assimilation into our organization with the structure of the 30/60/90 day check-ins and fostering a culture of excellence from the outset.</li></ul><br>
<h3 class="jobSectionHeader"><b>
Skills, Knowledge and Expertise</b></h3><br>
<ul>
<li>
Bachelor&rsquo;s Degree in Advertising, Journalism, Public Relations, Marketing or relevant field of study</li>
<li>10+ years of experience with 5+ specifically dedicated in a social media role and 5+ years of experience in client-facing role</li>
<li>Prior experience in a strategic sales-driven role</li>
<li>Stellar writing, editing and proofreading skills</li>
<li>Excellent time management, organization, and prioritization skills</li>
<li>Able to maintain confidentiality with business relations, personnel matters and proprietary matters</li>
<li>Proficiency in the Google Suite: Docs, Slides, Sheets</li>
<li>Proficient in Keynote and Powerpoint</li>
<li>Proficient in the Adobe Suite</li>
<li>Ideally proficient in Hubspot, FunctionPoint and Asana (or similar tools)</li>
</ul><div><i>*This job description is not designed to cover or encompass a comprehensive listing of required activities, duties, or responsibilities. Specific functions may change, or additional ones may be assigned during the course of employment.</i></div><h3 class="jobSectionHeader"><b><br>
Benefits</b></h3><br>
<ul>
<li>
Medical Insurance</li>
<li>Dental Insurance</li>
<li>Voluntary Vision Insurance</li>
<li>HSA with Company Contribution</li>
<li>401k with Company Match</li>
<li>Paid Time Off</li>
<li>Technology Enablement + AI Tools</li>
<li>Summer Hours + Flexible Work Options</li>
<li>Pet-Friendly Office</li>
<li>Paid Parking</li></ul><br>
<h3 class="jobSectionHeader"><b>
About The Social Lights</b></h3><div>
<b>WE POWER BRIGHTER FUTURES&reg;
</b><br>
<br>
We&rsquo;re a band of creative and energetic problem solvers who love nothing more than to help brands and individuals powerfully connect to their consumer utilizing the power of social media. In other words, our superpower is transforming social capital into brand equity.<br>
<br>
The Social Lights complies with federal, state, and local laws regarding equal employment opportunity. We do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, or any other status protected by applicable law.<br>
</div><div>Employment eligibility will be verified in accordance with U.S. employment laws. Benefits, paid leave, and workplace policies may vary by state.</div></div>

Group Account Director

<div>
 <p>
  The Client Affairs Director is responsible for leading and managing all client-facing operations across the post-sales customer journey, including property handover, customer service operations, and call center management. This role ensures a seamless and positive customer experience from unit readiness through handover and ongoing client support.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Client Affairs Director plays a critical role in strengthening customer trust, enhancing brand reputation, and ensuring the successful delivery of projects from a client experience perspective. Real estate development experience is essential, while community management exposure is considered a strong advantage.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Job Responsibilities:
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Lead and manage the Client Affairs function, overseeing customer service, call center operations, and property handover activities to ensure a consistent and high-quality client experience.
  </li>
  <li>
   Develop and implement client service strategies, policies, and procedures to enhance customer satisfaction and strengthen long-term relationships with clients.
  </li>
  <li>
   Oversee the end-to-end handover process, ensuring proper coordination with Development, Construction, Finance, and Legal teams to deliver units to clients smoothly and in line with company standards.
  </li>
  <li>
   Ensure efficient management of customer inquiries, requests, complaints, and escalations across all service channels including call center, digital platforms, and customer service offices.
  </li>
  <li>
   Establish and monitor service level agreements (SLAs), quality standards, and operational procedures to maintain high performance in customer service and call center operations.
  </li>
  <li>
   Monitor client feedback, satisfaction surveys, and service performance data to identify improvement opportunities and enhance overall client experience.
  </li>
  <li>
   Coordinate with internal departments to resolve technical, contractual, or financial client issues and ensure timely resolution of client concerns.
  </li>
  <li>
   Develop reporting dashboards and performance metrics related to handover operations, customer satisfaction, service response times, and complaint resolution.
  </li>
  <li>
   Lead, mentor, and develop the Client Affairs team to ensure high performance, service excellence, and alignment with the company&rsquo;s customer experience strategy.
  </li>
  <li>
   Support the transition of clients from handover to community management or property management teams to ensure continuity of service and resident satisfaction.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  Job Requirements:
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   - Education:
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business Administration, Marketing, Management, or a related field.
  </li>
  <li>
   Professional certifications in Customer Experience or Service Management are considered an advantage.
  </li>
 </ul>
 <p>
  <strong>
   - Previous Experience:
  </strong>
 </p>
 <ul>
  <li>
   Minimum 5 years in a leadership role in customer service, client relations, or customer experience within the real estate development sector.
  </li>
  <li>
   Proven experience managing property handover operations, customer service teams, and call center functions in real estate developers.
  </li>
 </ul>
 <p>
  <strong>
   - Special requirements:
  </strong>
 </p>
 <ul>
  <li>
   Community management or property management exposure is a plus.
  </li>
  <li>
   Strong knowledge of the real estate customer lifecycle including sales support, unit handover, and post-handover service.
  </li>
  <li>
   Strong problem-solving and conflict resolution capabilities with a customer-centric mindset.
  </li>
  <li>
   Ability to analyze customer feedback and operational data to drive service improvements.
  </li>
 </ul>
</div>


Client Affairs Director

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