Fire&Spark

Client Services Representative

• Serve as the executive owner of client success, ensuring exceptional delivery and measurable results across all accounts.
• Directly manage relationships with our most strategic clients, including leading quarterly business reviews.
• Serve as the escalation point for complex client problems and disputes, resolving issues with professionalism and urgency.
• Lead upsell and contract extension conversations in partnership with the sales team.
• Proactively identify at-risk clients and develop retention strategies before issues escalate.
• Own the Gross Profit and Client LTV metrics.
• Provide oversight and management of the Client Services team, ensuring delivery of an exceptional client experience.
• Personally manage Client Services team leads, including one-on-ones, growth plans, and performance reviews.
• Coach and support team members to help them meet departmental goals for retention, revenue, and profitability.
• Forecast and manage team capacity to enable growth goals.
• Determine hiring priorities, interview candidates, and make hiring recommendations.
• Develop, operationalize, and oversee processes that allow the Client Services team to run effectively and efficiently.
• Own and continuously improve high-priority service delivery workflows, ensuring best practices are followed across the team.
• Document critical workflows to support team training, consistency, and automation readiness.
• Track departmental KPIs on a weekly basis and report to leadership.
• Identify future capability needs 1-2 years out and make recommendations for investment.
• Identify opportunities for our staff to promote their work through thought leadership, content, and industry event participation.

Director of Client Services