Director of Client Services

About the Company

About the Role

Responsibilities

• Implement continuous improvement initiatives to improve customer experience.
• Advise and implement the vision and strategy for the Support organization in achievement of organizational goals in partnership with other departments/functions.
• Deliver defined Objectives and Key Results (OKRs) and performance measures against company goals with a hands-on approach to understand gaps and run continuous improvement efforts.
• Develop a successful team of Managers, Leads & Specialists in a growth environment including developing the team for future changes, managing the team's change resilience, and minimizing performance impacts associated with change.
• Work and be accountable for headcount planning, budget, and cost mitigation and/or investment initiatives.
• Guide employee engagement and an inspiring culture ensuring effective performance management, mentoring, and development and crafting an environment where people can excel through accountability, support, and empowerment.
• Demonstrate a data driven approach to supervising the function, including establishing effective critical metrics, key performance indicators, and other leading/lagging indicators which provide insight into the efficiency of the function and changes in risk profile.
• Consistently improve the customer experience across our key channels and products by advocating for the voice of the customer across internal partners, ensuring that resources are invested in improving customer satisfaction and enabling scale.
• Use excellent presentation and interpersonal skills to report findings and recommendations to the leadership.
• Identify and implement groundbreaking changes to generate efficiencies and deliver better customer experiences while ensuring the teams adheres to business requirements.
• Keep ahead of event industry developments and apply standard methodologies to areas of improvement.
• Additional duties and responsibilities as necessary.

What Does Success Look in Your First 12 Months

• Establish a successful model covering all aspects of hiring, training, and Support processes that is clearly defined and documented.
• Proven cross-functional relationships with other stakeholders to run functional improvements using all relevant data sources to drive an improved customer experience.
• Built and implemented a strong governance model for the team with a very hands-on approach and in alignment with key stakeholders to ensure adherence and compliance to all established policies and procedures to deliver the best possible experience to our customers.
• Work seamlessly towards ensuring alignment to the organizational and functional goals and deliver as per the vision.
• Mentor leaders, managers to ensure effective succession management and best practice implementation in talent management through close coordination with HRBP.
• Thorough assessment, refinement, and deployment of our services offerings.
• Be the Champion of ‘Voice of Customer’ and ‘Voice of Business’ and effectively engage, proactively drive and ensure excellent stewardship of critical business programs.

Qualifications

• Overall 15+ years of customer support operations experience.
• Minimum 8 years of experience in service delivery & managing large teams.
• Experience scaling and building operational teams, including people, processes, and programs.
• A solid leader, doer, motivator, and decision-maker with consistent track record working efficiently with people at all levels.
• Managing B2B customer operations in US/EU (preferred).
• Handled a team size minimum of 150 FTE.
• Results focused, forward thinking approach with ability to problem-solving complex issues to deliver shared goals and outcomes across internal and external teams.
• Able to develop and optimally articulate a vision & strategy as well as communicate strategic direction.
• Ability to interpret qualitative and quantitative data to formulate concrete insights and compile information in a structured, logical manner.
• Comprehensive knowledge of industry best practices, processes, and measurements.
• Demonstrated experience in providing product support, ideally within a SaaS environment, though not strictly required.
• Motivational leader who is sensitive to our employee’s and client’s needs.
• Near-native English fluency.
• Career progression through client service management a plus.
• Ability to track key performance metrics and make business decisions.
• Leadership skills and traits with a fair understanding of motivation theories.
• Very proficient with software packages of Microsoft Office.
• Aptitude for data analysis and perform trend analysis.
• Excellent presentation skills.
• Entrepreneurial spirit/mindset, flexibility toward dynamic changes.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

We are committed to diversity and inclusivity.