Director of Client Services

About the Role:

The Director of Client Services is a leadership role focused on managing and improving all aspects of client interactions and satisfaction. Responsibilities include developing and implementing strategies to enhance client relationships, driving revenue growth, and ensuring high-quality service delivery. This role involves leading client service teams (specifically in the employer and government revenue channels), managing projects, and collaborating with other departments to meet client needs and achieve business objectives. 

Here’s what you’ll do:

• Team Leadership: Manage and motivate client service teams, providing guidance, training, and performance evaluations.
• Strategy Development: Develop and implement client service strategies to improve customer satisfaction, retention, and overall business growth.
• Client Relationship Management: Build and maintain strong relationships with key clients, acting as a point of contact for escalated issues and strategic discussions.
• Performance Management: Track and analyze key performance indicators (KPIs) related to client service, such as response times, customer satisfaction, and retention rates.
• Process Improvement: Identify opportunities to improve client service processes and workflows, recommending and implementing changes to enhance efficiency and effectiveness.
• Resource Management: Manage client service budgets, allocate resources effectively, and ensure optimal utilization of team members.
• Cross-Functional Collaboration: Collaborate with other departments, such as sales, marketing, and product development, to ensure a seamless client experience. 

About You:

You're an experienced customer service leader who understands that exceptional client relationships drive measurable business growth through strategic service delivery and team excellence. You're skilled at identifying and resolving complex client challenges, transforming problems into opportunities that strengthen relationships and drive retention.

You thrive in dynamic environments where strategic thinking meets hands-on execution, developing and implementing service strategies that deliver concrete business results. You take ownership of outcomes and measure success through tangible metrics: client satisfaction scores, team performance, and revenue impact. You're proficient with CRM software and customer service technologies because you understand that the right tools amplify great service. You're ready to join our growing organization and apply your leadership expertise to drive exceptional client experiences and business growth.

We would love to hear from you if you have the following or equivalent experience:

• Bachelor's degree in Business, Marketing, Communication, or a related field (Master's degree preferred).
• Minimum of 5 years of experience in client services, account management, or a related leadership role.
• Proven track record of managing customer service teams and driving customer satisfaction.
• Demonstrated ability to efficiently manage a portfolio of relationships and grow revenue.
• Exceptional communication, presentation, and interpersonal skills, including the ability to inspire confidence and build rapport.
• Strong analytical, critical thinking, and problem-solving skills, with the ability to manage multiple projects while maintaining attention to detail.'
• Leadership abilities and a proven track record of leading and motivating teams to achieve ambitious goals.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and experience with CRM software and customer service platforms (e.g., Salesforce, Zoho CRM, HubSpot).
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Knowledge of industry trends and best practices related to client service and relationship management. 
  

Compensation Range: $150,000-170,000 per year based upon prior experience, performance, and market dynamics. This role is eligible for equity.

Benefits Offered:

• Medical / Dental / Vision insurance
• Flexible Spending Account
• Health Savings Account + match
• Company paid STD/LTD, AD&D, and Life insurance
• Paid Family Leave
• 401K + match
• Paid Time Off

Application Timeline: Dependent on volume of applications, we may close the job posting prior to ensure we have the ability to carefully and thoughtfully review each application. We will be reviewing applications the week of November 3rd.