Client Relations Director

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

The Client Relations Director at Opensity Solutions is responsible for leading client relationships, driving operational excellence, supporting business development, and ensuring financial and service delivery success across assigned accounts. This role serves as the primary escalation point and strategic partner for clients, ensuring high levels of satisfaction, retention, and long-term value realization. The Client Relations Director manages a team of up to 100 employees across multiple client sites and plays a key role in aligning service delivery with client expectations and organizational objectives.

ROLES & RESPONSIBILITIES:

• Lead overall client relationship strategy for assigned accounts, ensuring strong engagement and retention

• Serve as the primary executive-level point of contact for key clients and stakeholders

• Oversee delivery of services across multiple client sites, ensuring quality, consistency, and compliance with SLAs

• Manage and develop client-facing teams of up to 100 employees, including managers and operational staff

• Drive operational excellence by optimizing service delivery processes, performance metrics, and workflows

• Oversee and continuously enhance the workplace experience by ensuring a seamless, high-quality environment that supports employee productivity, engagement, and client satisfaction across all on-site services and touchpoints.

• Partner with Sales, Delivery, Finance, and Operations to support business growth and account expansion

• Monitor financial performance of client accounts, including profitability, revenue, and cost management

• Develop and execute strategic account plans aligned with client goals and Opensity Solutions objectives

• Identify opportunities for upselling, cross-selling, and expanded service offerings

• Lead regular client business reviews, reporting on performance, KPIs, and strategic initiatives

• Address and resolve escalated client issues in a timely and effective manner

• Ensure adherence to contractual obligations, service level agreements, and compliance standards

• Provide thought leadership on industry trends, best practices, and service innovation

• Foster a culture of accountability, collaboration, and high performance within client delivery teams

• Champion Opensity Solutions’ core values across all client interactions and internal teams

KNOWLEDGE, SKILLS & ATTRIBUTES:

• Strong client relationship management and executive presence

• Proven leadership experience managing large, distributed operational teams

• Deep understanding of service delivery operations and performance management

• Strong financial acumen, including account profitability and cost management

• Excellent communication, negotiation, and stakeholder management skills

• Ability to lead complex client environments with multiple service lines

• Strong problem-solving and conflict resolution skills

• Strategic thinking with ability to translate client needs into operational execution

• Ability to influence cross-functional teams without direct authority

• High emotional intelligence and customer-first mindset

• Strong organizational and decision-making skills in fast-paced environments

• Ability to drive accountability and performance across large teams

QUALIFICATIONS:

Education:
Bachelor’s degree in Business Administration, Management, Communications, or related field required; MBA or advanced degree preferred

Experience:
8–12+ years of experience in client services, account management, operations, or service delivery leadership roles; experience managing large teams and complex client environments strongly preferred

Technical Skills:
Proficiency in CRM and reporting systems (e.g., Salesforce or similar); strong Microsoft Excel and PowerPoint skills for reporting and executive presentations; familiarity with workforce management or service delivery platforms is a plus

The Compensation range for this role is up to 150,000 per year and may be eligible for an annual bonus. Actual compensation within that range will be highly dependent upon the individual's location, skills, experience and qualifications.

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Opensity is an Equal Opportunity Employer. 

We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. 

Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination. 

Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.