AAA National Looking for Director, Client Services at Lake Mary, Florida Full Time

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The Director, Client Services is responsible for managing a team of client partners and ensuring quality professional services delivery in client engagements. This position is responsible for directing and overseeing the account management function, implementing short- and long-term strategies for building client relationships, generating new business, and driving revenue growth.

Duties and Responsibilities:

• Develops department goals, objectives, and targets, and establishes data collection and monitoring processes that reflect the status and health of accounts. Facilitates targeted action plans to resolve issues and maintain client satisfaction, and leads interactions with the most strategic accounts.
• Collaborates closely with product and engineering leadership to suggest product or service improvements resulting from client feedback and industry trends as well as driving innovation and thought leadership toward developing new business solutions.
• Ensures customer success and timely issue resolution using strong customer escalation management strategies and tactics. Provides powerful feedback on product adoption needs that influence product roadmap.
• Develops the client services team members, growing capabilities and complementing the work of their functional, technical, and strategic counterparts.
• Provides strong leadership across account management by ensuring the team is managing key accounts and their associated portfolio, creating and managing key contracts with high delivery standards.
• Develops product pricing strategy with product teams.
• Establishes trusted-partner status with our strategic accounts by providing needed and desired solutions.
• Retains and drives account growth by managing the renewal sales process for recurring services, and up-selling areas with broader AAA, Inc. products and services.
• Client knowledge and understanding of AAA, Inc.’s products and services, and drive platform adoption.
• Manages the overall health of the client relationship by working across internal departments to ensure that client expectations and requirements are understood and deliverables are met.
• Delivers quarterly business reviews with key client stakeholders.
• Builds and manages Client Success Plans (CSP) that set the tone for the relationships, and measure shared goals over time.

Requirements, Competencies, and Certifications:

• Advanced experience working and upselling to enterprise senior client-level stakeholders. Demonstrated track record of achieving revenue targets, driving incremental value, and retaining long-term client contracts.
• Proficient in marketing technology ecosystems (e.g., customer data, CRM, customer engagement, and loyalty platforms).
• Thrives in a fast-paced, deadline-oriented environment and can manage a diverse workload.
• Drives optimal revenue and gross margin for business solutions and ability to clearly communicate financial performance to executive leadership.
• Possesses strong communication, listening, and interpersonal skills, with an ability to manage complex c-suite level relationships and negotiations.
• Identifies and uses individual team member capabilities to help the team. Provides learning opportunities, stretch assignments, reinforcing and redirecting feedback, and coaching.
• Encourages and supports the success of others. Openly shares and solicits ideas through dialogue; is clear about intentions.
• Demonstrates strong oral presentation skills and ability to assist in presentation development.
• Comfortable working with data analysts and providing actionable insights and recommendations.
• Proactive, with the ability to problem solve and deliver solutions to management and clients.
• This job description doesn’t constitute a contract of employment and AAA National may exercise its employment-at-will rights at any time.
• Ability to travel up to 35% to meet with stakeholders.

Education and Experience:

• Bachelor’s degree in marketing, business management, or related technical field of study, Master’s Degree preferred.
• Eight (8) years of experience leading client delivery teams, working with digital marketing, customer engagement, and/or customer experience management solutions.
• Relevant client-side experience or experience in managed services is a plus.

AAA National supports a flexible work environment for our associates. We are committed to collaboration, innovation, and work-life balance, and offer a hybrid work model of three days in the office, and two days at home (or whenever you work best) each week.

AAA National Office is not accepting unsolicited assistance from any search firms for this employment opportunity. All resumes submitted by search firms to any employee at the AAA National Office via email, the Internet, or in any form and/or method without a valid written Statement of Work in place for this particular position from the AAA National Offices Talent Acquisition department will be deemed the sole property of the AAA Nationals Office. No fee will be paid in the event the candidate is hired by the AAA National Office as a result of the referral or through other means.

QualificationsEducation

Required

Bachelors or better in Marketing.

Experience

Required

Bachelor’s degree in marketing, business management, or related technical field of study, Master’s Degree preferred.Eight (8) years of experience leading client delivery teams, working with digital marketing, customer engagement, and/or customer experience management solutions.Relevant client-side experience or experience in managed services is a plus.