Directors of Client Services provides strategic direction by constantly monitoring customer satisfaction and industry trends and then recommending new projects, operational standards, and customer service procedures based on their findings. They also apply continuous improvement to existing processes. They work as the mediator between sales and production, in an effort to develop and implement client service strategies that will increase sales while providing a positive experience for all clients. 

The most essential skills for a Director of Client Services are communication and analytical thinking, which enable them to build relationships with clients while thinking strategically about how to meet business goals. It is the role of a Client Services Director to support organizational growth by providing strategic client direction, building new relationships and maintaining existing client relationships, as well as ensuring that client projects are implemented according to plan.

Responsibilities

  • Approximately 70% client services responsibilities, 30% team responsibilities

  • Client Services Responsibilities

    • Plan, develop and manage client projects

    • Support in the coordination and development of project strategies necessary for attaining project goals.

    • Support in the definition of a project’s schedule, scope and budget

    • Interact with clients and build relationships with them to identify their needs, and then facilitate the process to meet the needs and requirements.

    • Develop policies and procedures for the resolution of client issues and problems

    • Mastermind creative ways to deliver an exceptional client experience

    • Develop and oversee the implementation of client service protocols

    • Resolve complex client problems or disputes in a professional manner by providing recommendations and improvements to resolve such issues

    • Collaborate, problem-solve, and/or strategize upcoming client meetings with team members when required

    • Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals

    • Support the BA and Sales team in preparing scopes and within the sales cycle regarding Iversoft Process and account structures

    • Carry out product/service assessments to ensure products and services meet the specifications set by clients

    • Champion satisfaction, engagement and project-level feedback across the organization and lead post-mortem process. Share findings and support feedback-based improvements

  • Team Responsibilities

    • Designating responsibilities among team members

    • Responsible for the direct management of Project Management managers and indirect management of all relevant staff including performance management, career development & growth, training, and employee relations

    • Responsible for performance of department financials, including participation in revenue recognition activities and senior leadership meetings related to Project Management

    • Support with new employee onboarding

    • Coach and support team members to help them meet departmental goals.

    • Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement.

    • Support with vacation coverage for PM team

    • Support the COO in forecasting and maintaining studio capacity in support of sales pipeline

    • Support the Human Resources department through recruitment, onboarding and talent development

Requirements

  • Agency background is highly preferred, but not essential

  • Experience in a software development environment with a deep knowledge of the software development cycle

  • Minimum of 7 years experience in project management or similar role

  • Excellent interpersonal skills, including extremely strong written and verbal communication and presentation skills

  • Experience in growing, managing and inspiring cross-functional teams; strong leadership and organizational skills must be complemented by relationship-building management style

  • Displays strong leadership qualities, decision-making abilities, and strong business judgment, conflict management, and time management skills

  • Data-driven - relies on data and metrics to drive decision making with a bias for action

  • Ability to articulate strategy to all levels of the organization in a clear and inspiring way

  • Demonstrated ability to thoughtfully solve problems, exercise sound judgment, lead by example, and influence without authority

Nice to Haves

  • Experience using Atlassian products (i.e. JIRA, Confluence)

  • Experience in Account Management or Customer Support (any strong customer facing role)

  • Experience in agile process development

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