Director of Client Services

Position Summary

KelmscottEDU is looking for a positive, motivated, energetic and entrepreneurial professional to join our growing team. The Director of Client Services is responsible for managing the relationship with our clients and internal team members, ensuring client projects are successfully handled from start to completion. He or she is responsible for developing long-term relationships with a portfolio of clients and liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. Manage and develop client accounts to initiate and maintain favorable relationships with clients. The successful candidate will work directly with clients to ensure deliverables fall within the applicable timeline, scope and budget.

Location: Primarily Chicago Headquarters


  • Be the primary point of contact and build long-term relationships with clients

  • With the project strategist, develop a trusted advisory relationship with key accounts and client stakeholders

  • Responsible for keeping current clients satisfied and delivering exceptional client service on a day-today basis

  • Responsible for working with the EVP to onboard and integrate new clients and developing existing client relationships

  • Responsible for list procurement and management for projects that require lists

  • Meet regularly with EVP to communicate status of current project status and look for ways to increase value or upsell

  • Meet with clients to clarify specific requirements/responsibilities of each project

  • Manage internal project team, including project manager(s)

  • Monitor and analyze client results on a regular basis

  • Work with client to remind them of their due dates and responsibilities

  • Perform risk management to identify and minimize project risks

  • Ensure team and resource availability and allocation

  • With the project manager, ensure that all projects are delivered on-time, within scope and within budget. Meet regularly with project team.

  • Manage changes to the project scope, project schedule and project costs

  • Create and maintain project documentation

  • Report any issue and escalate to supervisor and/or salesperson as needed

  • Track project performance, specifically to analyze the successful completion of short and longterm goals

  • Responsible for data analytics for projects that require analysis

  • Explore opportunities to add value to client and internal marketing projects

  • Support Executive Vice President with strategy and product development

  • Other duties as assigned


  • Account management or other relevant experience

  • At least 5 years of experience working in higher education admissions/enrollment services

  • Experience in delivering client-focused solutions based on customer needs

  • Proven ability to manage multiple projects at a time while paying strict attention to detail

  • Excellent listening, negotiation and presentation skills

  • Critical thinking and problem-solving skills

  • Understanding of higher education recruitment, measurement and analytics

  • Excellent time and project management skills. Always looking to improve inefficient processes

  • Demonstrated successful experience with higher education enrollment projects

  • Excellent client-facing and internal communication skills

  • Excellent written and verbal communication skills

  • Solid organizational skills, including attention to detail and multitasking skills

  • Strong working knowledge of the Microsoft Office suite

  • Project Management Professional (PMP) certification is a plus

  • A self-starter, who can work independently

  • An entrepreneur, who looks for opportunities and supports the team when needed

  • Familiarity with higher education enrollment concepts, practices and procedures is a must

  • Bachelor’s degree

Please send your resume and cover letter electronically to Kathleen Cross, Ph.D., Executive Vice President, KelmscottEDU at