THE LANGUAGE GROUP
Director of Client Services
Virginia Beach, VA - Full Time
The Language Group (TLG) is a language services company. We are an award-winning firm, founded in 1999, and located in Virginia Beach. Our people are friendly, hardworking, and self-motivated. It is a uniquely rewarding experience to be part of a rapidly growing, multicultural organization.
TLG complies with Equal Opportunity and Americans with Disabilities Act (ADA) guidelines in all employment activities.
About the Role
As Director of Client Services at TLG, you will lead the strategy, retention, and growth of our client portfolio while overseeing the client services function at an organizational level. This role partners closely with Sales, Operations, and executive leadership to ensure exceptional client delivery, long-term partnerships, and sustainable revenue growth.
The Director of Client Services is both a strategic leader and an operational driver, responsible for strengthening executive client relationships, improving internal processes, and developing a high-performing client services team. This is an ideal opportunity for a senior leader who thrives in a fast-paced, global environment and is passionate about client success.
Key Responsibilities
What We’re Looking For
Qualifications
Position Details
Department: Sales and Marketing
Position Type: Full-Time
FLSA Status: Exempt
Reports To: Vice President, Sales and Marketing
Benefits
We offer an amazing benefits package that includes health, dental, vision, life, disability, 401(k), profit sharing, and paid time off.
Please include a cover letter with your resume.
No phone calls, please.
TLG complies with Equal Opportunity and Americans with Disabilities Act (ADA) guidelines in all employment activities.
As Director of Client Services at TLG, you will lead the strategy, retention, and growth of our client portfolio while overseeing the client services function at an organizational level. This role partners closely with Sales, Operations, and executive leadership to ensure exceptional client delivery, long-term partnerships, and sustainable revenue growth.
The Director of Client Services is both a strategic leader and an operational driver, responsible for strengthening executive client relationships, improving internal processes, and developing a high-performing client services team. This is an ideal opportunity for a senior leader who thrives in a fast-paced, global environment and is passionate about client success.
- Serve as executive account lead for strategic and high-value clients
- Maintain senior-level client relationships and act as the primary escalation contact
- Develop and execute account strategies to increase revenue and long-term client value
- Oversee onboarding of new clients and service lines, including implementation leadership
- Conduct executive business reviews to drive engagement and growth
- Prepare and deliver complex proposals, pricing strategies, and presentations
- Oversee the client feedback, investigation, and resolution process to ensure timely and effective outcomes
- Lead initiatives to increase client satisfaction and retention
- Respond to RFPs, RFQs, and RFIs
- Educate clients on company services, capabilities, and differentiators
- Draft, review, and negotiate contracts while identifying and mitigating risk
- Resolve disputes and manage contract modifications and renewals
- Maintain oversight of contract lifecycle and renewal planning
- Partner with Operations to align client opportunities with delivery capabilities and profitability goals
- Develop pipeline strategy, revenue forecasts, and performance reporting
- Formalize account plans to meet growth targets
- Meet monthly, quarterly, and annual revenue and activity goals
- Ensure accurate CRM documentation of opportunities and client communications
- Represent the company at conferences and industry events
- Lead, mentor, and develop the client services team
- Establish KPIs and performance standards across the department
- Drive process improvement and operational excellence
- Executive-level client relationship and partnership skills
- Strong leadership presence with the ability to influence cross-functional teams
- Strategic thinker with a focus on growth and client retention
- Advanced negotiation and contract management ability
- Excellent communication and presentation skills
- Strong analytical and forecasting capabilities
- Ability to thrive in a fast-paced, evolving environment
- Commitment to mentoring and developing others
- Bachelor’s degree required
- 7+ years in the language services industry
- 10+ years providing client services including onboarding, implementation, issue resolution, and KPI monitoring
- 5+ years of team leadership experience
- Demonstrated success managing strategic or enterprise accounts
- Strong knowledge of CRM tools, particularly HubSpot
- Ability to travel as needed
Department: Sales and Marketing
Position Type: Full-Time
FLSA Status: Exempt
Reports To: Vice President, Sales and Marketing
We offer an amazing benefits package that includes health, dental, vision, life, disability, 401(k), profit sharing, and paid time off.
Please include a cover letter with your resume.
No phone calls, please.
