Director of Client Services
J
JobgetherProfessional services, learning and development
Fully remote position open to candidates across the United States, East Coast hours preferredFull-TimeDirector
SalaryCompetitive base salary: $135,000–$155,000 annually. Short-term incentives: Eligibility to participate in a Success Share incentive program. Equity-related rewards: Opportunity to receive a Profits Interest Units grant commensurate with the role.
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Job Details
- Experience
- At least 7 years of experience in B2B professional services, learning and development, or a comparable services-based environment; at least 5 years of direct people management experience.
- Required Skills
- People ManagementStakeholder managementHubSpot
Requirements
- At least 7 years of experience in B2B professional services, learning and development, or a comparable services-based environment.
- Experience owning complex client relationships and delivering successful client programs.
- Experience developing client services strategies and managing complex post-sale engagements.
- Experience mitigating account risks and driving client satisfaction, retention, rebooking, and expansion.
- Hands-on experience in solution design or solutions architecture, ideally for corporate learning programs or professional services engagements.
- At least 5 years of direct people management experience, including team performance, coaching, professional development, and career growth.
- Ability to collaborate across commercial teams, product and delivery specialists, facilitators, and client services professionals.
- Ability to lead through ambiguity, turn client needs into actionable plans, and connect team performance to measurable business outcomes.
- Commercial and business acumen, including understanding organizational transformation, behavioral change, and client decision-making.
- Strong judgment in scoping engagements while balancing client expectations, delivery feasibility, resources, finances, and service quality.
- Strong communication, stakeholder management, and relationship-building skills, including influencing senior leaders and managing sensitive client situations.
- Ability to improve processes, establish operating practices, use performance metrics, and strengthen efficiency and scalability.
- Preferred: familiarity with HubSpot, CPQ tools, proposal management platforms, and client impact reporting.
Responsibilities
- Define and improve the strategy, operating standards, playbooks, and processes for client engagement, delivery quality, account management, and escalation.
- Lead and develop Engagement Management, Launch Management, and professional services Learning Experience Design teams.
- Own the post-sale client lifecycle, including onboarding, sponsor follow-up, impact reviews, account health, issue resolution, contract completion, and transitions to Sales.
- Serve as a senior relationship partner and escalation point for major accounts.
- Lead account risk reviews, establish corrective actions, and resolve recurring delivery issues proactively.
- Balance portfolio assignments and deal allocation, manage delivery capacity, and scope customization requests.
- Partner with Sales Consultants to design feasible learning solutions and lead solution design and feasibility assessments for complex proposals and RFPs.
- Approve complex client solution scopes and ensure cross-functional approvals are secured before commitments are made.
- Improve deal handoffs, proposal systems, CRM processes, CPQ tools, delivery coordination, and impact reporting with cross-functional partners.
- Monitor client satisfaction, transactional feedback measures such as TNPS and CSAT, service-level response targets, account health, and business performance.
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