Director of Client Services

Job description

- Lead Client Services strategy: Define and continuously improve the strategy, operating standards, playbooks, and processes that govern client engagement, delivery quality, account management, and escalation. - Manage and develop teams: Lead Engagement Management, Launch Management, and professional services Learning Experience Design teams, coaching team members to strengthen their judgment, capabilities, confidence, and performance. - Oversee the client lifecycle: Own the post-sale experience, including onboarding, sponsor follow-up, impact reviews, account health monitoring, issue resolution, contract completion, and transitions to Sales for rebooking and expansion. - Manage strategic client relationships: Serve as a senior relationship partner and escalation point for major accounts, providing direct support when client relationships are at risk or additional leadership involvement is needed. - Drive service recovery and risk management: Lead account risk reviews, establish corrective actions, address recurring delivery issues, and ensure potential problems are identified and resolved proactively. - Optimize resource allocation: Balance portfolio assignments and deal allocation across teams, manage delivery capacity, and ensure customization requests are appropriately scoped and resourced without compromising standard delivery. - Support pre-sale solution design: Partner with Sales Consultants to translate client needs into compelling, practical learning solutions that align with product capabilities, delivery resources, financial expectations, and established service guardrails. - Guide complex proposals and RFPs: Lead solution design and feasibility assessments for complex opportunities, coordinating input from Product, Facilitation, Launch Management, and Learning Experience Design. - Establish scope and commercial guardrails: Approve complex client solution scopes, distinguish standard offerings from advanced customization, and secure the necessary cross-functional approvals before commitments are made. - Improve deal handoffs: Ensure closed deals have accurate documentation and clear solution briefs so Engagement Managers and Learning Experience Designers can deliver against agreed expectations. - Strengthen cross-functional collaboration: Partner with senior leadership, Sales, Product, Facilitation, RevOps, and Sales Enablement to improve delivery coordination, proposal systems, CRM processes, CPQ tools, and impact reporting. - Translate client insights into improvements: Identify trends in client requests, pricing, engagement, and lost opportunities, sharing actionable insights with Product, leadership, and client-facing teams. - Maintain learning solutions expertise: Develop a strong understanding of the organization's workshops, on-demand learning, and broader learning portfolio, including its science-backed behavioral methods and Tipping Point Skills™ framework. - Drive measurable business performance: Support rebooking and expansion targets, maintain visibility into account health, improve delivery backlog and program pacing, and contribute to sustainable service costs and revenue performance. - Monitor client satisfaction and service quality: Support company-wide Net Promoter Score (NPS) goals, own transactional feedback measures such as TNPS and CSAT, and meet service-level response targets across solutioning and delivery functions. ## Requirements - At least 7 years of experience in B2B professional services, learning and development, or a comparable services-based environment, including ownership of complex client relationships and the delivery of successful client programs. - Demonstrated experience developing client services strategies, managing complex post-sale engagements, mitigating account risks, and driving client satisfaction, retention, rebooking, and expansion. - Hands-on experience in solution design or solutions architecture, ideally involving corporate learning programs or professional services engagements, with the ability to turn ambiguous client needs into feasible, well-defined solutions. - At least 5 years of direct people management experience, including responsibility for team performance, coaching, professional development, and career growth. - Strong cross-functional collaboration skills, with the ability to work effectively with commercial teams, product and delivery specialists, facilitators, and client services professionals. - Demonstrated ability to lead through ambiguity, translate client needs into actionable plans, and connect team performance to measurable business outcomes. - Strong commercial and business acumen, including an understanding of organizational transformation, behavioral change across departments, and the internal dynamics that influence client decisions. - Excellent judgment in scoping engagements, balancing client expectations with delivery feasibility, resource constraints, financial considerations, and service quality. - Strong communication, stakeholder management, and relationship-building skills, with the ability to influence senior leaders and manage sensitive client situations. - A systems-oriented mindset, with the ability to improve processes, establish consistent operating practices, use performance metrics, and identify opportunities to strengthen efficiency and scalability. Preferred qualifications: - Experience in B2B professional services, solutions engineering, or a comparable consultative delivery environment. - Background in Learning and Development consulting or corporate training solutions. - Experience leading client relationships, professional services functions, or delivery teams within a services-based business. - Familiarity with CRM and operational systems such as HubSpot, CPQ tools, proposal management platforms, and client impact reporting. ## Benefits - Competitive base salary: $135,000–$155,000 annually. - Short-term incentives: Eligibility to participate in a Success Share incentive program. - Equity-related rewards: Opportunity to receive a Profits Interest Units grant commensurate with the role. - Healthcare coverage: Medical, dental, and vision insurance. - Retirement benefits: 401(k) plan with employer matching. - Flexible vacation policy: Paid time off with flexibility to support work-life balance. - Paid holidays: 11 federal holidays and 2 additional company holidays. - Additional time off: Kind Fridays and a paid year-end break during the final week of the year. - Learning and development: Dedicated Learning Days and opportunities to continue developing professional skills. - Health and wellness: Health and Wellness benefit to support employee wellbeing. - Remote work: Fully remote position open to candidates across the United States, with a preference for those able to work East Coast hours. - Collaborative culture: An environment that values continuous learning, curiosity, teamwork, humor, and meaningful impact. - Inclusive workplace: Commitment to equal employment opportunities and reasonable accommodations for individuals with disabilities.