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.
About SEARCH Group Partners :
SGP provides professional talent acquisition and consulting services. The services we offer include temporary, temporary-to-hire, permanent placement, executive search, consulting, interim management transitions, on-site solutions, outsourcing, talent development and human resources.
SGP believes in and understands the importance of investing time into both our clients and candidates. We know what it takes to forge successful, professional, long-lasting relationships and partnerships.
We represent an exclusive network of professionals and take the time to get to know every one of our clients and candidates personally.
At SEARCH Group Partners, we celebrate and support diversity and are proud to be an Equal Opportunity & Affirmative Action employer.
In order to comply with federal regulations, we maintain records of the race and gender of applicants. For this reason and this reason only, we ask that you indicate your gender, race and ethnicity.
If you do choose to answer these questions, this information will not affect your being considered for employment opportunities for which you are qualified.
Tax Director - Private Client Services
We are seeking a Tax Director to join the Private Client Services (PCS) practice, able to sit in a number of our offices. We are seeking someone who thrives in a growing environment and providing clients with exceptional services. Identify potential opportunities for new and/or expanded client servi...
Director, Client Services
The Client Services Director’s primary responsibility is to facilitate effective bi-directional communication and the transfer of information and knowledge between CRSP and external parties and within CRSP for the purpose of improving and maintaining high subscriber satisfaction and retention and fo...
Account Director, Client Services (Insurance Client)
Account Director, Client Services (Insurance Client). THE JOB / Account Director, Client Services (Insurance Client). Responsible for leading Octagon’s client business and day-to-day management of client programs. The Account Director will be responsible for overseeing the planning, development, and...
Tax Managing Director, Private Client Services
A Tax Managing Director, Private Client Services (PCS) is responsible for utilizing their educational background and professional experience as well as their communication, time management, leadership, technical, business development, and people skills to provide tax compliance and consulting servic...
Tax Director - Private Client Services
Job DescriptionTax Director- Private Client Services (PCS). We are seeking a Tax Director to join the Private Client Services (PCS) practice, able to sit in a number of our offices. We are seeking someone who thrives in a growing environment and providing clients with exceptional services. Identify ...
Client Services Director
Our client is seeking a qualfied Client Services Director for a full time/permanaent position in Chicago, IL. The Client Services Director will oversee and lead our client’s customer service operations, ensuring an outstanding customer experience. ...
Director of Client Services
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-...
Client Services Director - Medical Communications - Remote
I am excited to be partnered with my client, a global, privately-held Medical Communications agency, on their search for a detail-oriented + enthusiastic Client Services Director to join their top-tier Client Services team. Continuing their growth, the team are excited to bring on someone new to joi...
Director, Client Services
Maintains and manages ongoing relationships with the Company's existing clients ensuring on-going communication with client representatives, requesting and reviewing client feedback regarding the Company's performance and service, addressing and resolving client complaints, concerns, issues, and req...
Tax Director - Private Client Services - Any Location
The Private Client Services (PCS) practice provides exceptional personal compliance and business tax planning services to partnerships, heads of families, family businesses, private equity fund owners, as well as high net worth individuals. Identify opportunities for expanded services to prospective...