Director of Client Relations

Insight Global; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Insight Global is seeking a Client Relations Director, Operations to oversee a national portfolio of corporate services accounts across financial services, legal, consulting, and real estate clients. You will strengthen operational rigor and drive performance, guiding on-site teams toward consistent service delivery.

The role requires hands-on leadership, strong stakeholder management, and the ability to visit client locations, evaluate operations, and step in where needed to stabilize

Qualifications

• 5+ years in service operations, portfolio or account leadership.
• Experience overseeing complex, multi-site or national accounts.
• Strong metrics, SLAs, and process-improvement background.
• Proven ability to independently evaluate problems and deliver solutions.
• Excellent client engagement and stakeholder management skills.

Responsibilities

• Oversee the operational and financial performance of a national client portfolio.
• Develop strategic account plans, goals, and measurable objectives.
• Ensure consistent service standard execution across client locations.
• Identify risks, performance gaps, and concerns before they escalate.
• Create and execute plans to address challenges and remove roadblocks.
• Hold account leaders to contractual requirements, SLAs, and procedures.
• Establish and monitor KPIs, SLAs, client satisfaction results, and other performance measurements.
• Evaluate processes and implement improvements to increase efficiency.
• Maintain and improve operational playbooks, procedures, and account documentation.
• Manage portfolio budgets, forecasts, revenue, margins, billing, and overall P&L performance.
• Partner with client stakeholders to identify cost savings and service enhancement opportunities.
• Lead, coach, and develop account managers and other operational leaders.
• Support account growth, renewals, contract changes, and expansion opportunities.
• Step into account operations when necessary to stabilize performance and support the team.

Skills

Service operations

Portfolio management

Account management

Leadership

Client engagement

Job description

Insight Global is seeking a Client Relations Director, Operations to oversee a national portfolio of corporate services accounts primarily supporting financial services, legal, consulting, and real estate clients. This person will be responsible for strengthening operational rigor, improving account performance, and ensuring teams consistently meet contractual and service expectations. The ideal candidate is a proactive operator who can assess a challenge, develop a plan, and move the team toward a solution without requiring significant direction. The director will operate at a strategic level while remaining closely connected to on‑site execution. This individual must be comfortable visiting client locations, evaluating operations, holding teams accountable, and stepping in directly when an account requires additional support.

Responsibilities

• Oversee the operational and financial performance of a national client portfolio.
• Develop strategic account plans, operating goals, and measurable performance objectives.
• Ensure consistent execution of service standards across multiple client locations.
• Identify operational risks, performance gaps, and potential client concerns before they elevate.
• Create and execute action plans that address account challenges and remove roadblocks.
• Hold account leaders accountable to contractual requirements, service levels, and operating procedures.
• Establish and monitor KPIs, SLAs, client satisfaction results, and other performance measurements.
• Evaluate existing processes and implement improvements that increase efficiency and service quality.
• Maintain and improve operational playbooks, procedures, and account documentation.
• Manage portfolio budgets, forecasts, revenue, margins, billing, and overall P&L performance.
• Partner with client stakeholders to identify cost savings and service enhancement opportunities.
• Lead, coach, and develop account managers and other operational leaders.
• Support account growth, renewals, contract changes, and expansion opportunities.
• Step into account operations when necessary to stabilize performance and support the team.

REQUIRED SKILLS AND EXPERIENCE

• 5+ years of service operations, portfolio management, account management, or corporate services leadership experience
• Experience overseeing complex, multi-site or national accounts
• Strong understanding of operating standards, performance metrics, SLAs, and process improvement
• Proven ability to independently evaluate problems and develop actionable solutions
• Strong client engagement, presentation, and stakeholder management skills