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Director of Client Services

Westport, CT 06880

Posted: 06/30/2025 Category: Data Science Job Number: 23708 Salary: 120,000

Job Description

Title: Director of Client Services
Location: Westport, CT
Salary: $120,000 – 170,000
Contact: Paul Chatlos, pchatlos@smithhanley.com

Our client seeks a Director of Client Services to build and manage a team that works directly with policyholders. The ideal candidate will have experience building and managing a team that is customer facing, experience building and scaling business operations, and a demonstrated ability to problem-solve. This position represents an opportunity to join a small team and help influence the growth and strategic direction of the company.  A successful candidate will be a highly focused self-starter who enjoys independent work, with minimal supervision, and being part of a small, entrepreneurial team.

Director of Client Services Roles and Responsibilities:

-Manage and build a team of Client Service Managers
-Develop and implement a strategy and roadmap for organizational excellence and the Key Performance indicators (KPI)s to measure effectiveness.
-Oversee firm level Service Level Agreements (SLAs), and troubleshoot instances where SLAs are not met.
-Recommend and implement ideas for tactical and strategic improvements to existing processes.
-End-to-end case management of high value inbound opportunities from lead stage to final contracting, by liaising with policy holders with empathy, professionalism, and efficiency;
-Generation of quotes for policy holders by gaining an understanding of the key financial dynamics and closing mechanics of each case;
-Management of case level applications and contracts, including a review of returned contracts for content and completeness;
-Performing qualitative due diligence on current opportunities by assessing potential risk factors on individual cases, and becoming familiar with the applicable laws and regulations related to individual opportunities;
-Management and supervision of leads using internal Customer Relationship Management (“CRM”) system; and predicting, avoiding and/or resolving challenges as they arise with initiative and persistence;
-Identification of new opportunities to continually grow the business.

Director of Client Services Job Qualifications and Requirements:

-5+ years’ experience in customer service and/or financial services;
-Ability to coach, train, and lead a team;
-Comfortable with financial concepts such as Net Present Value
-Strong customer-centric mindset and ability to build and maintain strong, collaborative and effective relationships internally and externally;
-Strong written communication skills for both internal communication of proposals and business decision-making more generally, and for interactions with external counterparties.
-Comfort working independently, with little supervision;
-Ability to thrive in a fast-paced environment;
-Exceptional organizational skills with a high consideration to detail and accuracy;
-Comfort with Microsoft Office suite (MS Excel, MS Word, MS PowerPoint);
-CRM Experience (specifically Microsoft Dynamics) a plus
 

Meet Your Recruiter

Paul Chatlos
Principal

Paul Chatlos joined Smith Hanley in 2013. He is currently the Data Science and Analytics Practice Lead for the East and West Coasts and a Principal of the company. Prior to joining Smith Hanley, he recruited marketing professionals in the pharmaceutical, medical device and biotechnology industries and also worked in Physician Recruitment. He prides himself on building excellent relationships with both clients and candidates in order to best address their hiring needs and career goals. He also believes that recruiting is finding the best “match” of candidate and opportunity. 

He holds a BS in Psychology from James Madison University. Outside of work, Paul enjoys playing golf regularly and is an avid sports fan. 

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About Westport, CT

Ready to embark on a new career adventure near Westport, Connecticut? Explore our job opportunities in this charming coastal town, known for its picturesque landscapes, vibrant arts scene, and upscale dining options. With proximity to the beautiful Sherwood Island State Park and the renowned Westport Country Playhouse, this area offers a perfect blend of nature and culture for job seekers looking to thrive in a dynamic community. Don't miss out on the chance to work near iconic spots like the Saugatuck River, MoCA Westport, and the Levitt Pavilion for the Performing Arts. Start your journey to a fulfilling career in Westport today!

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