Director Client Success

Description

The Director, Client Success is responsible for delivering customer service to top-tier clients, supporting high customer satisfaction, and meeting customer service-level agreement expectations. This role manages multiple groups delivering recurring services, handles escalations, and works with stakeholders at multiple levels across the organization.

Responsibilities

What you will do as the Director, Client Success

• The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

  Leadership and Service Delivery

• Monitor and maintain detailed knowledge of team performance metrics.

• Define and document team processes and responsibilities.

• Set strategy and direction for multiple groups.

• Present information effectively to stakeholders at multiple organizational levels.

• Support teams that manage work through case queues.

  Process and Performance Management

• Maintain oversight of the Operations queue and its status.

• Review and provide commentary on key performance indicators, including average task completion duration, error rates, and request frequency.

• Own recurring meetings to review performance metrics and address issues.

• Evaluate historical data and recommend process improvements.

• Ensure recurring team processes are documented for reference, training, and performance management.

• Use knowledge management software and promote practices that support its use.

• Lead development of processes for regularly recurring Operations responsibilities.

• Serve as the escalation point for recurring process challenges.

• Maintain an understanding of how processes and responsibilities affect other Multinational Company for IT Services functions.

• Build relationships with business partners across Multinational Company for IT Services and identify opportunities to improve Operations processes.

  What you will bring to the team

• Bachelor's degree is preferred.

• Strong customer service skills.

• Excellent organizational skills and process expertise.

• Ability to work effectively with ambiguity.

• Excellent verbal and written communication skills.

• Ability to meet aggressive deadlines.

• Strong analytical and problem-solving skills.

• Driven, team-oriented approach and active participation in achieving team goals.

• Ability to work with little or no supervision.

  Success Measures

• Customer satisfaction.

• Net Promoter Score.

• Closing tickets within service-level agreements.

Experience

10 Years

Apply By

Dec 5, 2026

Required Skills

• Organizational Skills
• Data Analysis
• Customer Satisfaction Measurement
• Strategic Planning
• Escalation Management
• Performance Management
• Leadership
• Time management
• Teamwork
• Problem Solving
• Analytical Skills
• Written Communication
• Verbal Communication
• process expertise
• Customer Service

Nice to Have Skills

• Knowledge Management Software
• Process Improvement
• Stakeholder Management
• Relationship Building