Director, Client Services

Job Summary

The Senior Director, Client Services is responsible for the overall success of every program in their portfolio. This is not a relationship management role — it is a delivery ownership role. You will set the strategy, design how programs run, resource them correctly, hold the quality bar, and keep clients confident throughout the engagement.

You will lead a team of CS Managers and function as the strategic and operational backbone of your customer and teams — translating client goals into clear operating plans, driving accountability across internal and external stakeholders, and ensuring the commercial health of your book of business.

Duties & Responsibilities

Delivery Strategy & Program Ownership

• Lead delivery strategy and operating plan for all programs in your portfolio, ensuring campaigns are architected to meet client goals before a single execution step begins
• Translate strategic objectives into executable delivery plans, team structures, timelines, and workflows
• Own the governance model for each account — defining meeting cadence, decision rights, escalation paths, and communication protocols at program launch
• Develop and maintain resourcing plans across your book of business, ensuring CS Managers and Coordinators are deployed appropriately against program complexity, phase, and client tier
• Get in the weeds to ensure the following are consistently completed with high quality: delivery plan and resourcing plan, governance model and meeting cadence, escalation and risk mitigation plans, standards, playbooks, and templates
• Review and approve all client-facing communications, presentations, and strategic deliverables before they go out — consistency, accuracy, and quality are non-negotiable
• Maintain oversight of program execution from planning through launch and ongoing optimization
• Ensure post-QBR action items are clearly defined, assigned, and completed

Strategic Client Leadership & Revenue Ownership

• Own a portfolio of pharmaceutical accounts with full accountability for retention, expansion, and program health — including clients with $5-10M+ in annual business
• Act as a strategic consultant to client stakeholders — translating brand imperatives into program design recommendations, not just execution plans
• Develop annual account growth plans aligned to client brand and portfolio strategy, identifying expansion opportunities proactively
• Lead QBRs, presenting campaign analytics, operational performance, and recommended optimizations with a clear point of view — not just a data recap
• Own the brand-level health and retention plan