Director of Client Accounts

4 weeks ago

Guelph Ontario LE, Durham region, Canada Express Employment Professionals - Cambridge Full time

Director of Client Accounts

Location: Guelph

Compensation: $80,000.00 - $90,000.00 per year


Responsibilities

Leadership & Team Management

  • Lead, mentor, and manage a team of Account Managers, providing guidance, support, and professional development opportunities.
  • Set performance expectations and KPIs, ensuring alignment with company objectives.
  • Foster a client-centric culture, ensuring consistent service delivery and client satisfaction.
  • Conduct regular team meetings, performance evaluations, and training sessions.

Strategic Client Management & Retention

  • Serve as the senior point of contact for key accounts, ensuring high engagement and satisfaction.
  • Develop and implement strategic account plans to maximize client retention and business growth.
  • Work with executive leadership to identify and manage high-value clients, ensuring exceptional service delivery.
  • Oversee client onboarding and integration processes, ensuring consistency and efficiency.
  • Monitor and improve Net Promoter Scores (NPS), proactively addressing client feedback.

Cross-Functional Collaboration & Process Improvement

  • Partner with Sales, Operations, and IT teams to optimize client onboarding, training, and service delivery.
  • Identify opportunities to enhance client experience through process improvements, technology adoption, and automation.
  • Lead initiatives to refine internal training materials, documentation, and knowledge-sharing practices.
  • Act as a liaison between account management and executive leadership, providing insights and strategic recommendations.

Growth & Business Development Support

  • Collaborate with the sales team to identify opportunities for client expansion, upselling, and cross-selling.
  • Support contract renewals, pricing strategies, and key client negotiations.
  • Represent the client at industry events, trade shows, and conferences to strengthen client relationships and market presence.
  • Analyze market trends, client needs, and competitive insights to drive strategic decision-making.

Reporting & Analytics

  • Oversee and analyze account performance metrics, generating executive reports on client satisfaction, retention, and revenue trends.
  • Ensure timely and accurate client reporting (monthly, quarterly, annually) to support decision-making and strategic planning.
  • Implement data-driven strategies to enhance the efficiency of account management operations.


Qualifications

  • Degree in business administration, technology, operations, or a related field preferred.
  • 7+ years of experience in client account management, operations, or a related leadership role.
  • Proven track record in managing client relationships, leading teams, and driving business growth.
  • Strong leadership skills with experience coaching, mentoring, and developing account management teams.
  • Background in technology, SaaS, or experience in technology-driven service environments is an asset.
  • Deep understanding of CRM systems, client onboarding best practices, and service delivery optimization.
  • Strong problem-solving and strategic-thinking abilities with a focus on continuous improvement.
  • Experience working in regulated industries (insurance, compliance, risk management) is an asset.
  • Ability to leverage AI tools, automation, and data-driven insights to improve operational efficiencies.
  • Proficiency in English (French is an asset).

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