Job Description – Client Services Director / Account Manager Existing Business

Reports to: Regional VP

Role Type: Leadership – Account & Delivery Oversight

Role Purpose

The Client Services Director is accountable for the overall health, profitability, and growth of assigned client accounts. This includes ensuring consistent delivery quality, maintaining positive executive-level client relationships, driving account revenue expansion, and achieving internal financial and operational targets.

The role requires balancing, account planning, sales execution, governance, and delivery oversight, working closely with Strategy and Delivery teams to ensure OSF Digital executes to a high standard while meeting client expectations.

Core Responsibilities

Financial

• Own and manage account-level revenue, bookings and account margin
• Provide weekly forecast updates of the opportunities.
• Deliver accurate monthly forecasting (pipeline and bookings).
• Working with delivery to ensure account margin and revenue is aligned with goals
• Ensure corrective action plans are in place for underperforming accounts.

Client Relationship & Governance

• Act as executive escalation point for clients.
• Lead or represent OSF Digital at Quarterly Business Reviews and governance meetings with client stakeholders.
• Monitor and report on account health metrics (satisfaction and adoption).
• Foster and build a relationship with the client to drive and build new opportunities to expand the services of OSF digital.

Delivery Oversight

• Partner with Delivery Leaders to ensure project execution meets time, budget, and scope commitments.
• Review weekly RAG status and financial performance across engagements.
• Proactively identify risks and initiate mitigation actions.

Growth & Expansion

• Develop and execute account plans for each top-tier account.
• Identify and progress cross-sell / upsell opportunities
• Ensure pipeline coverage supports account growth targets.

Internal Collaboration & Leadership

• Coordinate with global OSF functions (Delivery, Strategy, Marketing) to bring the right capabilities into accounts.
• Provide leadership, coaching, and guidance to Client Services Managers / Account Leads.
• Share lessons learned and best practices across the wider Client Services community.

Key Skills and Experience:

• Strong communication, negotiation, and interpersonal skills
• Strategic thinking, problem-solving, and leadership abilities
• Experience in project delivery is highly valued as this role works in close collaboration with Clients and Delivery teams