Client Relations Director

About the role

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. 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.

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

Skills

• Strong client relationship management and executive presence