Director of Client Services
2 weeks ago
SEARCH Group Partners, Inc. is seeking a seasoned professional to lead our client services team. As Director of Client Services, you will be responsible for developing and executing comprehensive client service strategies that enhance customer engagement and satisfaction globally.
Key Responsibilities:
- Develop and execute strategic plans to optimize service delivery and operational efficiency.
- Establish and manage tiered service offerings and pricing models aligned with varying client needs and expectations.
- Lead the development and execution of comprehensive training programs for clients, utilizing platforms like Intercom, GuideCX, and LearnUpon.
- Provide strong and inspirational leadership to the client support & training enablement team, fostering a culture of high performance, accountability, and continuous improvement.
- Oversee recruitment, training, and development of team members to build a skilled and motivated workforce.
- Manage on-call schedules and resource allocation to ensure consistent and reliable client support coverage.
Requirements:
- Bachelor's degree in Business Administration, Management, or a related field.
- 7+ years of experience in client services management within a global SaaS environment, specifically overseeing support and training functions.
- Proven track record of integrating and optimizing case management and support tools such as Salesforce, Intercom, Zendesk, and ServiceNow.
- Demonstrated expertise in conducting market analysis and managing full-cycle vendor selection and partnership processes.
- Experience in developing and executing comprehensive client onboarding and deployment strategies using platforms like GuideCX.
- Strong background in creating and leading effective training programs leveraging tools such as LearnUpon and Intercom.
- Exceptional leadership and team management skills, with the ability to inspire and drive high-performing, cross-functional teams.
- Strong strategic thinking and problem-solving abilities, with a proactive approach to addressing complex challenges.
- Deep understanding of customer service best practices and a commitment to delivering exceptional, customer-centric experiences.
- Highly organized and detail-oriented, capable of managing multiple projects simultaneously in a dynamic, fast-paced environment.
- Willingness and ability to travel as needed for client meetings and internal engagements.
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