Enterprise Client Service Executive & Onboarding Lead

NextGig; Washington (District of Columbia); Presencial; USD 180.000 - 240.000; Jornada completa

Descripción de la vacante

NextGig seeks a Senior Director, Client Service Executive to lead white-glove service for our largest institutional banking clients, owning onboarding, SLA governance, and cross-functional delivery. You will act as the escalation point and relationship anchor with C-suite executives and operations leaders.

You will drive executive reviews, coordinate across teams, and ensure premium service delivery across all client touchpoints, maintaining a sharp business focus on satisfaction and outcomes.

Formación

• Executive-level interpersonal skills and presence.
• Deep knowledge of banking operations.
• Proven track record in client satisfaction.

Responsabilidades

• Own the client experience end-to-end; ensure premium service quality.
• Develop deep, strategic relationships with client C-suite and operations leadership (CFO, COO, CRO, Head of Operations).
• Conduct quarterly business reviews and executive touchpoints to assess satisfaction and identify concerns early.
• Resolve escalations swiftly and professionally, with full accountability to leadership.
• Lead white-glove onboarding experiences for new enterprise clients.
• Develop customized onboarding roadmaps that meet each client's operational needs and timelines.
• Coordinate across all internal teams (operations, technology, compliance, product, sales) to ensure seamless client activation.
• Conduct kick-off meetings, training sessions, and knowledge transfer.
• Monitor onboarding health; proactively identify and resolve blockers.
• Own SLA accountability for assigned clients; track performance metrics against contractual commitments.
• Establish internal SLA targets that exceed client commitments.
• Monitor SLA dashboards; elevate breaches immediately and develop corrective action plans.
• Prepare monthly SLA reports for client review; address any gaps with accountability and action plans.
• Serve as the internal orchestrator for client issues; identify root causes and coordinate fixes.
• Manage scope, dependencies, and timelines for client-impacting work.
• Chase internal stakeholders for decisions and deliverables.
• Translate between client business needs and internal technical capabilities.
• Maintain executive presence in communications with clients and internal teams.

Conocimientos

Executive communication

Relationship management

SLA governance

Onboarding leadership

Cross-functional coordination

Problem solving

Banking operations knowledge

Descripción del empleo

NextGig seeks a Senior Director, Client Service Executive to lead white-glove service for our largest institutional banking clients, owning onboarding, SLA governance, and cross-functional delivery. You will act as the escalation point and relationship anchor with C-suite executives and operations leaders.

You will drive executive reviews, coordinate across teams, and ensure premium service delivery across all client touchpoints, maintaining a sharp business focus on satisfaction and outcomes.