Job Description

Insero Talent Solutions is recruiting a Client Services Director for a flourishing optical company experiencing significant growth in Rochester, NY.

The Client Services Director is a client-facing position responsible for developing, strengthening, and maintaining relationships with customers, clients, eye-care professionals, corporate partners, government accounts, vendors, and other business partners. This position works closely with the Chief Executive Officer and senior leadership to identify client needs, service trends, relationship opportunities, customer concerns, and areas where the company can improve the overall customer experience.

The primary focus of this role is to serve as a strategic liaison between the company and its client base through direct customer engagement, traditional marketing methods, relationship-building initiatives, company programs, open houses, information sessions, surveys, customer feedback efforts, and other outreach activities designed to improve communication, increase satisfaction, support retention, and strengthen the company’s reputation.

The Client Services Director will use customer service feedback, service trends, customer inquiries, and escalation information to better understand client needs and support customer relationship strategies including operational oversight of the Customer Service Department.

The role works collaboratively with Sales, Account Management, Operations, Production, Billing, Shipping, Quality, and other internal departments to support consistent and professional customer experience.

Essential Duties and Responsibilities

Client and Customer Relationship Management

1. Serve as a key point of contact and relationship liaison for clients and customers.
2. Build and maintain strong relationships with eye-care professionals, corporate accounts, government accounts, retail customers, business partners, vendors, and other customer groups.
3. Support customer retention through regular communication, proactive follow-up, relationship-building, and professional service recovery.
4. Maintain ongoing communication with key clients to better understand their needs, expectations, concerns, and business opportunities.
5. Identify opportunities to improve customer experience and strengthen relationships with existing and prospective clients.
6. Represent the organization professionally in customer meetings, client visits, company programs, open houses, information sessions, and other customer-facing events.
7. Maintain professional, respectful, and brand-appropriate communication with all customers, clients, vendors, business partners, and internal stakeholders.
8. Represent the company in a manner that supports trust, credibility, professionalism, and long-term customer confidence.
9. Ensure customer-facing communication is clear, accurate, timely, and consistent with company standards.
10. Protect confidential customer, account, prescription, patient-related, financial, pricing, and company information.
11. Escalate legal, contractual, regulatory, privacy, or reputational concerns to the CEO or appropriate senior leader.
12. Promote a customer-focused culture that values responsiveness, accuracy, follow-through, accountability, and relationship-building.
13. Support the development of long-term customer loyalty through consistent communication, responsiveness, and relationship-focused engagement.

Marketing and Customer Engagement

1. Plan, coordinate, and support marketing activities designed to strengthen customer relationships and promote services, products, programs, and value.
2. Participate in company programs, customer events, open houses, informational sessions, customer education opportunities, and other outreach activities.
3. Assist in developing customer-facing materials, presentations, program information, talking points, surveys, and follow-up communications; this will include contributing to company social media platforms and media outreach to clients such as supporting website and social media content contributions and newsletter contributions to clients.
4. Her internal client communication should include supporting and contributing to internal company newsletters, employee events, motivational activities etc.
5. Promote capabilities, services, programs, and customer support resources to current and prospective clients.
6. Coordinate with Sales, Account Management, and leadership to support customer outreach campaigns and relationship-building initiatives.
7. Help organize events and communication efforts that increase customer awareness, engagement, and confidence in the organization.
8. Use relationship-based marketing methods to reinforce the company's presence with its client base.
9. Develop, coordinate, and review customer surveys, client feedback efforts, and other tools used to measure customer satisfaction.
10. Gather customer feedback through direct conversations, surveys, meetings, open houses, information sessions, and customer service insights.
11. Identify recurring customer concerns, service gaps, communication issues, product questions, and opportunities for improvement.
12. Analyze customer feedback to identify trends that may affect client satisfaction, retention, revenue protection, or company reputation.
13. Provide feedback and recommendations to the CEO and senior leadership regarding customer needs, relationship risks, and opportunities for improvement.
14. Use customer feedback to support better communication, customer education, service recovery, and client relationship strategies.
15. Recommend customer engagement initiatives based on feedback, account trends, and client needs.
16. Plan, support, and participate in client-facing programs that promote the company's products, services, capabilities, and customer support resources such as open houses, information sessions, customer education events, and relationship-building activities.
17. Work with internal departments to prepare accurate and useful information for customers regarding products, ordering processes, service expectations, turnaround times, warranties, remakes, billing, shipping, and other relevant topics.
18. Use customer events and programs to strengthen trust, encourage communication, answer questions, and gather feedback.
19. Follow up with customers after events, programs, or meetings to reinforce relationships and identify next steps.
20. Recommend new customer programs or outreach opportunities based on client needs and market feedback.

Cross-Functional Communication and Account Support

1. Serve as a liaison between customers and internal departments to support clear communication and timely issue resolution.
2. Work with Sales and Account Management to support account relationships, customer communication, onboarding, retention, and client satisfaction.
3. Coordinate with Production, Lab, Quality, Shipping, Billing, Finance, IT, and other departments to better understand and communicate customer-related concerns.
4. Help ensure customers receive accurate information regarding orders, products, pricing, availability, lead times, shipping, billing, returns, credits, remakes, warranties, and service expectations.
5. Support internal communication by sharing customer feedback, client concerns, and service trends with the appropriate department leaders.
6. Identify opportunities to improve communication between the company and its clients.
7. Assist in resolving sensitive or relationship-impacting customer matters in a professional and solutions-oriented manner.

Reporting and Recommendations

1. Prepare regular updates for the CEO regarding customer relationships, client feedback, outreach activity, service trends, customer satisfaction, and relationship opportunities.
2. Track and report on customer engagement activities, including meetings, open houses, information sessions, surveys, customer follow-up, and relationship-building initiatives.
3. Identify trends in customer concerns, satisfaction levels, account feedback, service issues, and client expectations.
4. Recommend improvements to communication, customer outreach, service processes, client education, and relationship management.
5. Provide leadership with customer insights that support business planning, service improvement, retention, and company growth.
6. Use customer service information, survey results, and direct client feedback to identify practical action steps.
7. Experience working in a production, lab, or manufacturing environment where customer satisfaction depends on cross-functional communication.

Key Performance Expectations

The Client Services Director is expected to support measurable improvement and consistency in the following areas:

1. Customer satisfaction
2. Client retention
3. Customer engagement
4. Customer feedback participation
5. Effectiveness of company customer facing programs
6. Quality and consistency of customer communication
7. Identification of customer concerns and relationship opportunities
8. Timely follow-up with customers and internal stakeholders
9. Improved coordination between customers and internal departments
10. Support of company growth, reputation, quality, and service objectives