ACD Direct

Client Services Representative

• Directly manage, coach, and develop a team of Account Executives and Jr. Account Executives
• Conduct weekly one-on-ones covering KPIs, competencies, client issues, and development goals
• Lead Client Services team meetings, share updates, assign priorities, and outline scheduled tasks
• Hold AEs accountable to department KPIs and competencies; document performance and partner with HR on corrective action
• Review Voice of the Client survey results and coach AEs on low scores
• Participate in AE and Jr. AE hiring using a structured interview process
• Manage new-hire onboarding and competency-based 90-day probationary reviews
• Own and manage a book of high-value client accounts as primary point of contact
• Lead pre-drive and post-drive meetings for assigned accounts
• Renew client contracts at least 90 days before expiration
• Provide new-client launch support, including program setup, internal coordination, and go-live readiness
• Assist the VP of Operations in negotiating work agreements, quotes, and client contracts
• Identify account risks early to protect client retention
• Identify upsell and cross-sell opportunities for products and services
• Enforce the Client Services Escalation Policy and serve as the first escalation point for AEs
• Resolve escalated client issues and escalate to the VP of Operations when required
• Enforce ticket SLA policy and ensure JIRA tickets meet target SLAs
• Uphold Client Services Workday Protocol, including response time standards, PTO coverage, and on-call expectations
• Oversee resolution of pledge errors, cross pledges, overcharges, and similar billing or data issues
• Partner with Quality Assurance and Call Center Operations on service issues
• Generate weekly and quarterly reports and create client reports as needed
• Log client meetings and notes in FunnelMaker
• Document and maintain department procedures and processes
• Participate in industry and trade events, onsite and virtually, as needed

Explore Client Services Manager at ACD Direct. Review requirements and application details.