The term Director of Client Services (DCS) is designed to be understandable by your Ideal Clients as the individual to communicate with when the Trusted Advisor is unavailable. This position is an executive-level internal position (on payroll). The DCS oversees and orchestrates the Deliverables Team, manages the business, and represents the Trusted Advisor in many situations. The role of Director of Client Services is usually unnecessary until you have all five Subject Matter Experts in place and have acquired more than half of your Ideal Clients.
Best-in-Class Criteria
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- A demonstrative executive-level team leader with demonstrated skills managing a team of 10-20 experts for a more than a decade
- Financial Services Industry is preferred, but an excellent Director of Client Services may come from other industries
- While industry background is less than important, while conducting reference checks, many will describe multiple examples of the candidate's extraordinary skills:
- Ensuring vertical and horizontal communication flows
- Proactivity skills
- Organizational skills
- Ability to "think ahead"
- Resourcefulness
- Listening skills
- Ability to ensure clients are well-served and happy
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Common credentials or certifications
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You are not seeking any particular credentials with this position. Beyond exceptional professionalism, at a level, at or above the Trusted Advisor's, you are seeking high-level people skills. Social skills exhibiting comfort, confidence and easy-manner while interacting with your Ideal Clients.
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Routine Activities
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- Be accessible to your Ideal Client community by phone to discuss issues (and forwards issues to the appropriate Deliverables Team Member for follow through)
- Provide thorough oversight of each internal and external Deliverables Team Member (the Administrative Manager and all Subject Matter Experts are direct reports to the Director of Client Services)
- Conduct one-on-one reviews with each Deliverables Team Member several times annually
- Follow up with Deliverables Team Members submitting excessive Exception Reports™, failing to submit Interaction Logs™, or otherwise failing to utilize systems established to support the team environment
- Perform due diligence and background checks on each Subject Matter Expert at least annually
- Provide oversight of all routine assessments within the business
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Other Periodic Activities
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- Serve as stand-in for the Trusted Advisor (even in Client Progress meetings, if qualified)
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