SEARCH Group Partners, a premier recruiting firm, is looking for Director of Client Services for one of our SaaS clients located in Chicago, IL. Hybrid work schedule.
Successful individual will be responsible for leading and managing global client support, training, and enablement initiatives for our SaaS-based workforce management. This role will drive strategic planning, optimize service operations, and ensure exceptional client satisfaction by fostering cross-functional collaboration and continuously enhancing our service offerings.
Here are a few things you'll likely find yourself doing in this role...
- Develop and execute comprehensive client service strategies that enhance customer engagement and satisfaction globally.
- Identify and implement process improvements to optimize service delivery and operational efficiency.
- Establish and manage tiered service offerings and pricing models aligned with varying client needs and expectations.
- Develop and execute comprehensive client service strategies that enhance customer engagement and satisfaction globally.
- Lead the development and execution of comprehensive training programs for clients, utilizing platforms like Intercom, GuideCX, and LearnUpon.
- Identify and implement process improvements to optimize service delivery and operational efficiency.
- Establish and manage tiered service offerings and pricing models aligned with varying client needs and expectations.
- Provide strong and inspirational leadership to 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.
Here's what you need to have...
- 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.