Client Relationship Manager Jobs in Naples, FL (NOW HIRING)

TRAKAmerica is a national outsourcing provider managing over $18 billion in assets for its clients. We are seeking an experienced Director of Client Services to lead key client relationships, strengthen portfolio performance, and serve as a strategic partner to both our clients and internal teams. This position is located in our corporate office in Bonita Springs, FL. This position is classified as exempt under the FLSA.  This position is eligible for an annual performance-based bonus.

Why This Role Is a Great Opportunity:

This is a highly visible role for someone who enjoys owning client relationships and having a direct impact on results. You'll work across the organization, influence how client needs are translated into action, solve meaningful business challenges, and help shape the service experience for key accounts. The role offers a strong mix of strategic relationship management and hands-on problem solving, with the autonomy to take ownership while partnering closely with experienced internal teams and leadership.

Position Summary:

As a member of the Client Services leadership team, the Director of Client Services will own and strengthen key client relationships while ensuring client expectations, performance standards, and service commitments are consistently met. This role serves as the primary connection between the client, internal teams, and attorney network, translating client priorities into clear action and helping resolve issues before they become barriers to performance. The Director will lead and develop Client Services Managers and team members, monitor portfolio results, inventory performance, and reporting accuracy, and partner with attorney firms and Performance Management to address performance or compliance concerns and ensure consistent execution across assigned portfolios.

Essential Functions & Responsibilities:

• Serve as the internal client expert and primary point of contact for assigned client relationship(s), developing a strong understanding of client goals, requirements, priorities, and expectations.
• Build and maintain trusted client relationships through proactive communication, responsiveness, follow-through, and effective issue resolution.
• Lead and develop Client Services Managers and team members, providing coaching, guidance, and support to ensure successful execution of client commitments.
• Provide timely responses to account-level inquiries and requests for information from clients, internal partners, and the supplier network.
• Lead client-specific projects and initiatives, coordinating cross-functional resources and providing clear, timely updates on progress, risks, and open items.
• Translate and communicate client requirements, expectations, and process changes to internal teams and the external attorney network.
• Monitor client inventory; identify trends, risks, and areas requiring additional attention.
• Ensure the accurate and timely preparation and delivery of client reports, performance analyses, and recurring business updates.
• Partner with attorney firms, internal teams, and clients to develop and follow through on action plans addressing performance, service, inventory, or compliance deficiencies.
• Escalate significant performance, client service, compliance, or inventory concerns to senior leadership when appropriate.
• Identify opportunities to improve performance, service delivery, and client satisfaction. 

Physical Demands & Work Environment: 

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk and hear.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  Ability to travel, as required.
• Work environment: This position is typically performed in a professional office environment. The noise level is generally moderate. The role may involve frequent interaction with others in person, via telephone, and through electronic communication. The work environment may include the use of standard office equipment and technology.

Job Competencies:

•  Proven ability to build and maintain productive, trusted relationships with clients, internal partners, and external suppliers.
• Strong business judgment, critical thinking, problem assessment, and problem-solving skills.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Strong commitment to responsiveness, quality, accountability, and meeting client expectations.
• Ability to understand complex client requirements, data, processes, and performance expectations and translate them into action.
• Ability to identify risks and issues early, facilitate resolution, and appropriately escalate when needed.
• Demonstrated initiative, ownership, and ability to work independently while collaborating effectively across teams.
• Strong prioritization, organization, and follow-through in a fast-paced, client-focused environment.
• Ability to manage multiple clients, priorities, projects, and deadlines simultaneously.
• Ability to adapt positively and productively to changing client needs, priorities, and business requirements.
• Strong leadership, influence, negotiation, and relationship-management skills.
• Strong computer skills, including Microsoft Excel, Outlook, Word, and PowerPoint.
• Ability to travel up to 10% as business and client needs require.

 Required Qualifications:

• Bachelor's degree in a related field or equivalent combination of education and relevant business experience.
• 5+ years of progressive experience in client services, account management, operations, or relationship management, including experience managing complex client relationships.
• Prior experience in the debt collection industry with a law firm, collection agency, debt buyer, creditor, or legal network supplier in a client service, operations, or relationship-management capacity strongly preferred. 

TRAKAmerica is an Equal Opportunity Employer. Our company offers a competitive, experience-based salary; a comprehensive benefits package that includes paid holidays, paid time off, health insurance, and 401k plan; and a performance-based bonus structure.  Any offer of employment conveyed by TRAKAmerica is conditional upon the successful completion of the company’s lawful pre-employment checks/screens including but not limited to criminal background check, credit check, and drug testing (to the extent permitted and in accordance with applicable law).

TRAKAmerica is a leading accounts receivable management and recovery solutions company specializing in legal collections, compliance oversight, and advanced data analytics for financial institutions nationwide. Headquartered in Bonita Springs, the company partners with banks, debt buyers, government agencies, auto finance companies, and education lenders to optimize portfolio recovery performance through proprietary technology, analytics, and a nationwide legal network. Known for its compliance-driven approach and innovative FASTRAK® modeling system, TRAKAmerica delivers customized recovery strategies that maximize client results while maintaining strong regulatory standards.