Director of Client Service

WhiteCap Search; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

WhiteCap Search is seeking a senior leader to cultivate and maintain client relationships from contract signing through the service lifecycle. You will act as the clients' chief advocate, ensure retention, satisfaction, and growth, and strive for zero turnover as the company expands.

In collaboration with Operations, Risk, Product, and Engineering, you will shape strategy, manage a team of Client Relationship Managers, and drive scalable, automated reporting and service delivery while expanding

Qualifications

• Extensive leadership experience in client management within insurance or financial services.
• Experience in scaling client service functions, including team design and automation.
• Proven success in client retention, expansion, and securing client endorsements.
• Ability to seamlessly transition between strategic and tactical problem-solving.
• Experience in building high-trust teams and managing executive relationships.
• Motivation to challenge industry norms and drive transformation.

Responsibilities

• Lead client service operations and manage retention, satisfaction, and revenue metrics.
• Serve as primary relationship manager for major accounts and mentor a team.
• Drive zero churn and identify opportunities for organic growth.
• Guide the Client Relationship Managers team and scale operations.
• Ensure smooth transitions from contracts to implementations.
• Collaborate with product and engineering to automate reporting and relationship management.
• Standardize services into repeatable processes for scalable delivery.
• Maintain high standards for client deliverables and communications.
• Support strategic expansion into new markets.

Skills

Leadership

Client relationship management

Executive stakeholder management

Automation

Strategic planning

Growth mindset

Tools

CRM tools

Job description

This senior leadership position is dedicated to cultivating and maintaining client relationships from the initial contract signing through the entire service lifecycle. You will serve as the clients' chief advocate within our organization, ensuring their retention, satisfaction, and growth. Achieving zero client turnover is crucial as our company expands.

As part of the executive team, you will collaborate with various departments such as Operations, Risk, Product, and Engineering to shape company strategy. The goal is to not only meet client needs but also establish yourself as a trusted advisor.

Key Responsibilities

• Leadership: Develop and oversee client service operations, manage key performance metrics related to retention, satisfaction, and revenue, act as a senior escalation point, and engage in strategic planning.
• Client Relations: Serve as the primary relationship manager, lead a team of Client Relationship Managers, and personally manage major accounts.
• Retention & Growth: Maintain zero-churn standards and encourage organic growth by identifying new opportunities and turning satisfied clients into brand advocates.
• Team Leadership: Guide and expand the Client Relationship Managers team, ensuring efficient operations and building capacity to meet growth objectives.
• Project Oversight: Ensure seamless transitions from signed agreements to fully compliant implementations.
• AI-Enhanced Experience: Collaborate with product and engineering teams to automate relationship management and client reporting, enhancing service quality as the client base grows.
• Service Standardization: Transform customized client services into repeatable processes for scalable, high-quality delivery.
• Quality Control: Maintain high standards for client deliverables and communications, identifying and addressing any deficiencies.
• Strategic Expansion: Enhance client service capabilities as the company enters new markets.

Qualifications

• Extensive leadership experience in client management within insurance or financial services, focusing on retention and growth.
• Experience in developing or scaling client service functions, including team design and automation.
• Proven success in client retention, expansion, and securing client endorsements.
• Ability to seamlessly transition between strategic and tactical problem-solving.
• Experience in building high-trust teams and managing executive and regulatory relationships.
• Motivation to challenge industry norms and drive transformation.

Requirements

• A minimum of 10 years in client service, account management, or relationship leadership, particularly in regulated, advisory sectors.
• Experience in recruiting, leading, and developing client-facing teams.
• In-depth industry expertise with a passion for innovation and improving traditional practices.
• Capacity to thrive in a high-growth, early-stage company environment with changing priorities.
• Proven ability to manage client retention and organic growth while maintaining executive-level relationships.
  

Disclosure: The hourly rates and/or salaries listed may or may not reflect total compensation packages including bonus and fringe benefits, etc., nor are the advertisement(s) posted a guarantee of a certain compensation package for a position or bona fide offer of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.