Client Services Executive / Client Services Manager / Client Services Director

Oversees the delivery of services to clients and helps ensure that the organization meets its commitments throughout the client relationship. Builds an understanding of client objectives, service requirements, expectations, and concerns, then coordinates with internal teams to deliver a consistent and effective experience. Serves as a key point of contact for client enquiries, service updates, escalations, and ongoing planning.

A Client Services Executive typically manages day-to-day client communication, coordinates service requests, tracks deliverables, and follows up on open issues. A Client Services Manager may oversee a portfolio of accounts or a service team, manage service plans and performance, and lead resolution of complex client concerns. A Client Services Director sets the overall client services strategy, develops senior client relationships, leads teams and budgets, and ensures service delivery supports the organization's business goals.

Works closely with sales, operations, product, technical support, and other departments to coordinate client work and resolve issues. Monitors service quality, deadlines, client feedback, satisfaction measures, retention, and other performance indicators. Identifies recurring problems and opportunities to improve processes, service standards, communications, or client outcomes. May prepare client reports, service reviews, account plans, and recommendations for internal leaders and client stakeholders.

Supports client retention and growth by identifying evolving needs and coordinating appropriate solutions or additional services. Helps ensure that client expectations are clear, commitments are documented, and risks to service delivery are raised early. Depending on the organization, the role may include contract or budget oversight, team capacity planning, service-level monitoring, and development of client service policies and procedures.

• Bachelor's degree in business, communications, management, or a related field preferred
• Experience in client services, account management, customer success, service delivery, or client support
• Strong relationship-building skills and ability to communicate professionally with clients and internal stakeholders
• Ability to understand client needs, clarify expectations, and coordinate appropriate responses
• Strong problem-solving and issue-management skills, including the ability to handle escalations calmly
• Excellent organization and follow-up skills when managing requests, deliverables, and deadlines
• Experience monitoring service metrics, client feedback, satisfaction, retention, or service-level performance
• Clear writing and presentation skills for client updates, service reviews, reports, and account plans
• Ability to coordinate work across sales, operations, technical, and support teams
• Good judgment and discretion when handling confidential client and business information
• Proficiency with customer relationship management systems and standard office software
• Team leadership, performance management, and budget oversight experience may be required for manager or director-level positions
• Relevant industry knowledge or experience with complex business-to-business clients is an asset
• Training or certification in client service, customer experience, project management, or service delivery is beneficial