Senior Director, Client Service Executive - Service Account 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

EXECUTIVE SUMMARY

We seek a Senior Director, Client Service Executive to serve as the white-glove support leader for our largest institutional clients. This individual will be the trusted point of escalation and relationship anchor for enterprise banking clients, ensuring seamless onboarding experiences, consistent SLA adherence, and exceptional service delivery across all client touchpoints. The ideal candidate combines executive-level interpersonal skills, commanding presence, deep banking operations knowledge, and an obsessive commitment to client satisfaction.

KEY RESPONSIBILITIES

• Client Relationship & Escalation Management
  • Serve as the primary escalation point and relationship anchor for large institutional clients (banks, asset managers, insurance companies, pension funds)
  • Own the client experience end-to-end; ensure every interaction reflects 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
• Onboarding & Client Activation
  • 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
• Service Level Agreement (SLA) Governance & Compliance
  • 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
• Internal Coordination & Issue Resolution
  • 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
• Communication & Executive Presence