What are the responsibilities and job description for the Client Relations Director position at Opensity Solutions?
About Us:
Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.
Our Mission:
Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.
Job Description
The Client Relations Director at Opensity Solutions is responsible for leading client relationships, driving operational excellence, supporting business development, and ensuring financial and service delivery success across assigned accounts. This role serves as the primary escalation point and strategic partner for clients, ensuring high levels of satisfaction, retention, and long-term value realization. The Client Relations Director manages a team of up to 100 employees across multiple client sites and plays a key role in aligning service delivery with client expectations and organizational objectives.
ROLES & RESPONSIBILITIES:
Lead overall client relationship strategy for assigned accounts, ensuring strong engagement and retention
Serve as the primary executive-level point of contact for key clients and stakeholders
Oversee delivery of services across multiple client sites, ensuring quality, consistency, and compliance with SLAs
Manage and develop client-facing teams of up to 100 employees, including managers and operational staff
Drive operational excellence by optimizing service delivery processes, performance metrics, and workflows
Oversee and continuously enhance the workplace experience by ensuring a seamless, high-quality environment that supports employee productivity, engagement, and client satisfaction across all on-site services and touchpoints.
Partner with Sales, Delivery, Finance, and Operations to support business growth and account expansion
Monitor financial performance of client accounts, including profitability, revenue, and cost management
Develop and execute strategic account plans aligned with client goals and Opensity Solutions objectives
Identify opportunities for upselling, cross-selling, and expanded service offerings
Lead regular client business reviews, reporting on performance, KPIs, and strategic initiatives
Address and resolve escalated client issues in a timely and effective manner
Ensure adherence to contractual obligations, service level agreements, and compliance standards
Provide thought leadership on industry trends, best practices, and service innovation
Foster a culture of accountability, collaboration, and high performance within client delivery teams
Champion Opensity Solutions’ core values across all client interactions and internal teams
KNOWLEDGE, SKILLS & ATTRIBUTES:
Strong client relationship management and executive presence
Proven leadership experience managing large, distributed operational teams
Deep understanding of service delivery operations and performance management
Strong financial acumen, including account profitability and cost management
Excellent communication, negotiation, and stakeholder management skills
Ability to lead complex client environments with multiple service lines
Strong problem-solving and conflict resolution skills
Strategic thinking with ability to translate client needs into operational execution
Ability to influence cross-functional teams without direct authority
High emotional intelligence and customer-first mindset
Strong organizational and decision-making skills in fast-paced environments
Ability to drive accountability and performance across large teams
QUALIFICATIONS:
Education:
Bachelor’s degree in Business Administration, Management, Communications, or related field required; MBA or advanced degree preferred
Experience:
8–12 years of experience in client services, account management, operations, or service delivery leadership roles; experience managing large teams and complex client environments strongly preferred
Technical Skills:
Proficiency in CRM and reporting systems (e.g., Salesforce or similar); strong Microsoft Excel and PowerPoint skills for reporting and executive presentations; familiarity with workforce management or service delivery platforms is a plus
The Compensation range for this role is 100,000 to 115,000 per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.
All eligible employees receive access to a comprehensive benefits package, including:
Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Paid Time Off (PTO)
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Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.
Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.
We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.
Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.
Salary : $100,000 - $115,000