Director of Client Services

Job Description

Job Description

We are looking for an experienced Director of Client Services to lead a dedicated team of professionals in delivering exceptional service to our clients. This role, based in Atlanta, Georgia, will focus on client satisfaction, operational excellence, and strategic collaboration with leadership to drive business growth. This is a contract-to-permanent position offering an excellent opportunity to make a lasting impact within the Printing/Publishing industry.

Responsibilities:
• Lead and oversee client service operations, ensuring the team delivers exceptional support and enables the sales organization to focus on growth activities.
• Collaborate with senior leadership to develop and execute strategic initiatives that enhance service quality and client satisfaction.
• Act as a point of escalation for complex client issues, resolving challenges and removing barriers to success.
• Monitor and assess team capacity, ensuring resources are aligned with client needs and organizational goals.
• Develop and implement tactical plans for client services, co-owning service delivery strategies with sales leadership.
• Mentor and guide team members in building strong client relationships, managing projects effectively, and utilizing tools and systems.
• Ensure compliance with client requirements and organizational procedures, maintaining a high standard of service delivery.
• Analyze and review team performance through regular reporting, identifying areas for improvement and implementing actionable plans.
• Work closely with sales teams to prepare client presentations, highlighting account activities and identifying opportunities for expansion.
• Support the onboarding and implementation of new clients, ensuring smooth transitions and alignment with business objectives.• Proven experience in client management, with a strong background in leading service teams.
• Excellent analytical and problem-solving skills to address complex client and operational challenges.
• Familiarity with accounting principles and analytics to support data-driven decision-making.
• Knowledge of print production processes and experience in the Printing/Publishing industry is highly preferred.
• Strong ability to manage vendor relationships and ensure seamless collaboration.
• Effective multitasking and organizational skills to balance competing priorities.
• Experience working with big-box retail clients or similar industries is a plus.
• Willingness to travel occasionally and work weekends or holidays as needed.