Director of Client Services

4 days ago

San Francisco, United States Kinect Full time

Our client, a leading cloud technology firm, is seeking an experienced Director of Client Services to oversee client relationships and ensure the highest levels of service delivery. This hybrid role requires working both onsite and remotely, balancing client interaction with team leadership. The Director of Client Services will drive client satisfaction, manage service delivery teams, and collaborate closely with sales, project management, and technical teams to ensure that client goals are met. The ideal candidate will possess exceptional leadership skills, a deep understanding of cloud technology services, and a proven ability to manage client relationships at a strategic level.

Key Responsibilities:
  • Serve as the primary point of contact for key clients, ensuring outstanding service delivery and satisfaction.
  • Develop and maintain strong relationships with clients, understanding their business needs, objectives, and technology goals.
  • Lead and mentor client services teams to deliver top-tier cloud solutions, meeting or exceeding client expectations.
  • Collaborate with internal teams, including sales, technical, and project management, to deliver seamless service from inception through ongoing support.
  • Oversee the delivery of cloud technology services, ensuring projects are completed on time, within budget, and aligned with client goals.
  • Work closely with clients to define service level agreements (SLAs) and key performance indicators (KPIs), ensuring adherence and continuous improvement.
  • Lead client reviews, identify opportunities for optimization, and ensure proactive communication with clients.
  • Identify growth opportunities with existing clients and collaborate with sales to expand relationships.
  • Monitor and report on the health of client accounts, resolving any issues or escalations in a timely manner.
  • Develop strategies to improve client satisfaction, retention, and overall service excellence.
  • Stay up-to-date with industry trends and best practices in cloud technology, ensuring the firm remains competitive and innovative.

Qualifications:
  • 7+ years of experience in client services, customer success, or account management roles within the technology industry.
  • Proven track record of managing large-scale client relationships and delivering exceptional service in cloud technology environments.
  • Strong leadership and team management skills, with the ability to mentor and develop client service teams.
  • Deep understanding of cloud technology services (AWS, Azure, Google Cloud) and their business applications.
  • Excellent communication and interpersonal skills, with the ability to present and interact with C-level executives.
  • Strong problem-solving and decision-making skills, with the ability to manage multiple client relationships and projects simultaneously.
  • Familiarity with project management methodologies and tools (e.g., Agile, JIRA).
  • Ability to work collaboratively with cross-functional teams to deliver seamless client solutions.
  • Strong financial acumen, with experience managing budgets and contributing to account growth.

Preferred Skills:
  • Experience in a consulting or client-facing role within a cloud technology firm.
  • Familiarity with DevOps practices and tools.
  • Experience working with complex, multi-year cloud technology projects and engagements.

Equal Opportunity Employer:
Kinect is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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