Director of Client Services
Professional Services, Full-time

Oldsmar, FL

It is the role of the Director of Client Services to provide oversight and strategic direction for the support desk, managed admin services, and training. The Director of Client Services will also be responsible for interfacing directly with executive-level client contacts.  This includes providing strategic direction, building & maintaining client relationships, as well as ensuring that training and implementation projects are implemented according to plan. 

A Director of Client Services makes sure clients receive assistance in a helpful, efficient manner. Their most important responsibilities are ensuring that customer support, administration, training, and implementation needs are met in a timely and effective manner.  This is accomplished by ensuring  employees follow proper business practices, documenting and tracking key performance metrics, and ensuring excellent online and phone-based customer services. Other common responsibilities include cooperating with business partners, making sure staff capacity can handle call volume, and managing any service issues. The Director of Client Services will also make recommendations for department-wide issues to organizational management.

Communication is essential in this job, so a clear, effective communication style is necessary. The ability to work as part of a team – including as a leader – is important, as is the ability to analyze subordinates’ performance and offer guidance. In terms of education and experience, a minimum of a bachelor’s degree in management is typically expected, as well as five years of relevant experience.

This position, as part of the management team, manages all aspects of the client services organization, including, but not limited to, serving as liaison between company and clients as well as achieving and reporting on contractual service level agreements (SLAs) for the customer service team. The position is also responsible for communication to the client base related to product enhancements, maintenance releases, and responding timely to unplanned outages & providing Root Cause Analysis (RCAs).

Support Department

  • Directly manage the support department manager
  • Responsible for working with the support department manager to ensure:
    • adequate & correct staffing
    • ticket quality
    • customer satisfaction
    • scheduling & allocation (normal, on-call, PTO)
    • adequate metrics, goals, & reporting both internal & external (e.g. ticket volume trends by type and category, first call resolution %, average handle time, first manual response, etc.)
    • VIP communication & critical event communication
    • SLA

Training Department

  • Directly manage the training department manager
  • Responsible for working with the training department manager to ensure:
    • adequate & correct staffing
    • training & materials quality
    • scheduling & allocation (on-site, travel, documentation)
    • adequate metrics, goals, & reporting both internal & external (e.g. training feedback, training follow-on scheduling, etc.)

Managed Services Department

  • Directly manages the managed services employees & performs managed services tasks
  • Develop potential opportunities for revenue growth
  • Responsible for ensuring:
    • adequate & correct staffing
    • adequate metrics, goals, & reporting both internal & external (e.g. ticket volume by type and category, tracking hours incurred against commitments, average handle times)
    • SLA

Additional Responsibilities:

  • Develops, tracks and reports key performance measurements for the unit
  • Works effectively with cross functional teams to resolve issues raised by clients
  • Develops and implements processes and procedures to improve operational efficiency.
  • Provides reporting for quarterly and monthly operational review presentations/calls with clients and account managers
  • Escalates opportunities resulting from support, training, and managed service analysis to sales for client sales

Skills/Qualifications:

  • Bachelors degree and/or 5 years of relevant experience preferred
  • Must have strong interpersonal skills to foster optimal departmental relationships
  • Strong analytical and data-driven reporting and presentation skills
  • Excellent communication skills, both written and oral
  • Experience with communicating with senior executives
  • Experience managing supervisors & staff
  • Strong problem-solving skills
  • Attention to detail

Compensation & Benefits:

Competitive salaries and excellent benefits are provided with a minimum waiting period. Some of our benefits include a retirement plan with 3% company match, vacation, paid holidays, comprehensive health, dental, and vision plans, company paid short term, long term, and life insurance plans.

Please apply with our quick 3-minute form. Thank you.