Client Services Manager

What do we do?

ACD Direct, Inc. is an innovative, virtual company that thrives on brokering solutions for our non-profit clients. ACD’s heartbeat and competitive edge is powered by our people. Our company has grown from providing routine call center services to providing high-level, full-scale donor support resources and products. Our proprietary scripting engine, web forms and custom-built reporting enable clients to successfully conduct large-scale fundraising campaigns with accuracy and creativity.

Due to our current client contracts, we are unable to hire INTERNATIONALLY and in these states at this time: CT, MA, DE, DC, NJ, NY, NV, ND, CA, CO, OR, RI, MD, MT, MN, , WY, WA, AK, HI, PR

All applicants applying from these states or internationally unfortunately cannot be considered.

The Client Services Manager (CSM) leads a team of Account Executives (AEs) and Jr. Account Executives while personally owning a book of ACD Direct's high value client accounts. The CSM is accountable for client retention and growth, service quality, and the performance and development of every AE on the team. The CSM sets the standard for the department. They enforce the Client Services Escalation Policy, the ticket SLA policy, and the Client Services Workday Protocol consistently across the team, and they serve as the primary escalation point between AEs, clients, and internal departments including Call Center Operations, Professional Services, IT, and Quality Assurance.

The ideal candidate combines hands on account management experience in a contact center or BPO environment with proven people leadership. They take ownership without being asked, communicate clearly and often (up, down, and sideways), and make sound decisions that protect both the client relationship and the company.

Company business hours are 9:00 AM – 6:00 PM EST, Monday through Friday.

Account Executives are expected to work a full-time schedule within these business hours (for example, 8:30 AM – 5:00 PM EST). Specific work schedules may vary based on business and client needs.

Because we support clients across multiple time zones and business needs, this role requires flexibility to work occasional evenings, weekends, and participate in a rotating on-call schedule. On-call responsibilities are shared across the team. Specific scheduling expectations, on-call rotation frequency, and responsibilities will be discussed during the interview process and onboarding.

• Directly manages, coaches, and develops a team of AEs and Jr. AEs.
• Conducts weekly one on ones with each AE to review KPIs, competencies, client issues, and development goals.
• Leads regular Client Services team meetings to share updates, assign priorities, and outline scheduled tasks.
• Holds AEs accountable to department KPIs and competencies, documents performance, and partners with HR on corrective action when needed.
• Reviews Voice of the Client survey results provided by the VP of Operations and coaches AEs on low scores.
• Participates in AE and Jr. AE hiring using ACD Direct's structured interview process.
• Manages new hire onboarding and the competency based 90 day probationary review for each new AE.

• Owns and manages a book of high value client accounts as the primary point of contact.
• Leads pre drive and post drive meetings for assigned accounts and ensures AEs do the same for theirs.
• Renews client contracts at least 90 days before expiration and ensures AEs meet the same standard.
• Provides new client launch support, including program setup, internal coordination, and go live readiness.
• Assists the VP of Operations in negotiating work agreements,…