Director of Client Services

cecil dorman All Stories

Full Time, Exempt + Bonus
Boston, MA
Send cover letter, resume, and position-related inquiries to Jessica Escott jescott@avfx.com

Company Overview
Founded in 1981, AVFX is an event technology company based in Boston that provides the technical infrastructure for in-person and virtual corporate events, meetings, and trade show exhibits across North America and around the globe. We are dedicated to the highest standards in the industry, with a reputation for exceeding client expectations.

At AVFX, we are proud of our technical skills, the quality of our services, and our commitment to our customers. Fostering a supportive team environment that encourages employee development, we provide every employee the opportunity to excel in their field.

Position Overview

The Director of Client Services is responsible for building and maintaining relationships with clients, ensuring high levels of customer satisfaction and repeat business. The ideal candidate has a minimum of 10 years of experience planning and executing events and/or managing a team that planned events.  This position also requires a minimum of 5 years of successfully managing a high-performing team in the events industry.  Working closely with our Technical Producers, this position will ensure swift responses to all customer inquiries and consistently exceeding customer expectations in every project.  Must be able to mentor and develop a team, directing them to find creative solutions to both client and internal challenges, and foster knowledge-sharing across all disciplines to ensure collaborative and informed work.  Deep knowledge of corporate events, audio-visual, media production, and event technologies is a must.

Key Responsibilities

  • Strategic point of contact for senior clients and establish strong relationships with new and existing clients
  • Work with the management team to bring creative solutions to prospective clients
  • Foster a productive and empowering working environment
  • Lead new business efforts and determine the optimal staffing assignments for new projects
  • Perform senior-level client negotiation and management skills, with clear and substantive speaking, writing and presentation skills
  • Ensure all customer inquiries are answered quickly and in a professional manner
  • Make client recommendations to assist them in selecting services that best meet their needs
  • Resolve simple to complex client problems in a professional manner
  • Collaborate with Business Development to align objectives and drive revenues
  • Track financial performance and make recommendations for adjusting marketing campaigns
  • Assist the Operations team with refining internal processes and tools
  • Conduct client surveys to evaluate customer satisfaction and discover better methods for ensuring a satisfied and repeat client base
  • Support our Technical Producers:
    • Helping to brainstorm or conceptualize events for proposals
    • Write proposals with input from the technical team to win business
    • Manage client requests for all legal agreements, MSA’s, or written terms & conditions
    • Manage workloads among producers to ensure even balancing of work/revenues
    • Collect feedback and resolve client complaints

 Skills & Proficiencies

  • Ability to anticipate the needs of customers
  • Ability to manage a high performing team
  • Excellent written, verbal, and interpersonal communication
  • Strong problem-solving ability
  • Possess sound judgment
  • Superior organization and time management
  • Highly proficient in MS Word, Excel, and Outlook

 Qualifications

  • 10 years minimum working in the events industry, ideally in event technology
  • 5 years minimum experience managing high performing teams
  • Knowledge of the events, technology, and creative production is required
  • Experience drafting project budget proposals a plus
  • Experience with Salesforce and WordPress a plus

 Working Conditions

  • Full-time schedule during standard business hours
  • Primarily an indoor, office environment
  • Occasional travel to off-site and out-of-state locations

Full-Time Employee Benefits
We offer one of the best compensation packages in the industry for full-time positions.

  • Competitive salaries
  • Low premium healthcare coverage for the employee and their family
  • Dental benefits for the employee and their family
  • Employer-sponsored Disability, Life, and Accident insurance
  • 401(k) Plan with Employer Profit-Sharing Contribution
  • Generous paid time off program

 Non-Discrimination Commitment 

AVFX is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

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