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.

Remote Client Services Representative jobs in United States

Client Services Manager

Scheduling, Client Services Coordinator

Scheduling, Client Services Coordinator

Trade Client Services Specialty Coordinator

Senior Analyst, Client Service Management

Senior Tax Manager – Private Client Services

Client Services Intern, Baseball

Associate Director, Client Services

Inside Sales – Client Services Coordinator

Client Services Agent