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.
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
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
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