AH & Association Headquarters · 2 weeks ago
Director of Client Services and Engagement
Mt. Laurel, NJ
Full-time
Hybrid
Director/Executive
$100K/yr - $120K/yr
10+ years expAssociation Headquarters is seeking a Director of Client Services and Engagement to support their valued client partners. This role involves leading Account Executives to ensure exceptional client services, managing client relationships, and developing strategies for client satisfaction and growth.
Non-profit Organization Management
Responsibilities
Responsible for leading and managing the assigned Account Executives to ensure the delivery of exceptional client services and engagement
Responsible for client relationship management of the clients managed by the Account Executives they are overseeing
Growth and Expansion
New Client Growth: Partner with New Business Development and Marketing to grow client base of the assigned portfolio. Own new client growth by identifying, developing, and executing opportunities to expand services, programs, and engagements within existing client relationships
Client Growth: Own growth of an assigned client portfolio by identifying, developing, and executing opportunities to expand services, programs, and engagements within existing client relationships
Partner with Account Executives and internal stakeholders to uncover client needs, align solutions, and position AH offerings that drive measurable value and revenue growth
Support renewal and expansion strategies, including upsells, cross-sells, and long-term partnership development
Serve as a strategic advisor to clients, proactively recommending solutions that align with their evolving goals and AH's capabilities
Leadership and Management: Lead, mentor, and develop high-performing Account Executive teams. Provide individualized coaching and mentoring to ensure high performance
Staff Development: Work with the Senior Director of Learning and Development to identify skills gaps and training opportunities. Support career development for all Account Executives
Performance Evaluation: Carry out annual performance evaluations for all assigned Account Executives
Collaboration and Coordination: Collaborate with cross-functional teams to ensure seamless service delivery and resolution of client issues
Work with Account Executives to recommend client team development and staffing needs
Client Relationship Management: Cultivate and maintain strong relationships with clients, ensuring their satisfaction and driving long-term loyalty. Conduct regular check-ins and reviews with client leadership
Client Engagement: Develop and execute strategies to enhance client engagement and satisfaction. Act as the primary contact for key clients, understanding their needs and providing proactive solutions
Strategic Planning: Develop and implement comprehensive client engagement strategies aligned with company goals. Identify opportunities for service improvement and innovation based on client feedback and market trends
Serve as Interim Executive Director, Account Executive, or Transition Manager as assigned
Establish metrics and KPIs to track client satisfaction, retention, and overall engagement. Report progress to senior management
Extensive travel required (~25%)
Qualification
Required
A bachelor's degree is required
A minimum of ten years of related industry experience is also required
Strong leadership and communication skills
Strategic thinking, problem-solving, and organizational skills
Experience in client engagement, account management, or customer success roles, preferably in a B2B environment
Emotional agility and ability to work well with a wide variety of personalities and roles
Ability to push back on how things are done today while communicating effectively
Accountability and ownership of work
Knowledge of CRM systems and other relevant tools for client engagement and relationship management
Ability to travel extensively (~25%-35%)
Ability to use a computer, read a computer screen, use a telephone, and other office equipment
May include lifting up to 25 pounds
Preferred
An MBA is preferred
CAE is preferred
Benefits
Hybrid / Flexible work schedules available
Medical, Dental, and Vision
Company paid basic life insurance, short-term, and long-term disability
Voluntary Life Insurance - Employee Paid
AFLAC available
Paid Time Off (PTO) accrual and Paid holidays
401k retirement plan available
On-site Fitness Center, open 24/7
Gym reimbursement program
Training and Development opportunities
Company
AH & Association Headquarters
AH is a professional services firm that specializes in helping non-profit organizations achieve their mission, create value, and advance their causes, industries, and professions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Michael Dwyer, CAE
Chief Executive Relationship Officer/Partner
Company data provided by crunchbase