[Remote] Sr Account Director, Client Services

Note: The job is a remote job and is open to candidates in USA. K2 Services is dedicated to providing modernized technology platforms and support to empower clients. The Sr. Account Director, Client Services is responsible for managing client accounts, ensuring satisfaction and retention, and serving as a key point of contact to deliver technology-enabled solutions that enhance client outcomes.

Responsibilities

• Act as a key point of contact for assigned client accounts, fostering strong, trust-based working relationships with client stakeholders and executive sponsors
• Conduct regular business reviews (QBRs/MBRs) to assess performance, value delivery, and future needs, in conjunction with delivery and services teams. Ensure client satisfaction, retention, and advocacy through proactive engagement and issue resolution
• Develop comprehensive understanding of client’s business and technology objectives, challenges, and opportunities
• Own account sales and revenue expansion goals for assigned accounts. Develop and execute on account plans that achieve renewals and identify opportunities for upselling, cross-selling, and expanding service offerings
• Collaborate with service-line leadership, sales and marketing teams to develop strategies for client retention and expansion. Stay informed about industry trends, competitive landscape, and client challenges, and use this knowledge to identify new potential business opportunities
• Assisting in development of account health segmentation and customer lifecycle processes
• Navigate opportunity development, working closely with Deals Desk, Solutioning, Legal, and Finance teams, from early deal stage through to proposal generation, contract negotiation, and/or creation of other agreements/amendments as needed
• Manage and maintain client pipeline, deal details, and track development activities within our customer relationship management platform
• Serve as a client advocate within the organization, advocating for client needs and priorities and facilitating prompt resolution of issues or escalations. Collaborate with internal teams to address client concerns and ensure timely resolution of problems
• Maintain awareness of status on-going project and/or services delivery; drive commercial modifications and contract revisions as needed
• Share insights and best practices within the Client Delivery team to enhance service performance and client outcomes. Contribute client insights and perspectives to internal discussions

Skills

• Bachelor's degree in business administration, marketing, communications, or a related field
• 5+ years of experience in account management, client services, sales, or a related role, preferably within a Managed IT Services or MSP environment within the legal or professional services market
• Proven ability to grow revenue and successfully manage complex, long-term client relationships, driving client satisfaction and retention
• Experience owning renewals, upsell/cross-sell motions, and commercial negotiations
• Proficiency in CRM systems and service management tools, with a data-informed approach to decision-making

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• Tuition assistance
• Disability insurance
• May be eligible for an annual bonus

Company Overview