Client Services Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide, mentor, and provide support to Client Service teams throughout the laboratory network.

• Recognize and seize upselling, cross-selling, and wallet-share enhancement opportunities within the current client base.

• Serve as the strategic liaison and final escalation point for resolving conflicts.

• Develop and implement Corrective and Preventive Action Plans (CARs) and relay them to clients.

• Drive the standardization and continuous enhancement of Client Services processes and workflows.

• Collaborate with the VP to establish Client Service strategy, objectives, and measurable KPIs.

• Create and align client service processes that support both organic and acquisitive growth.

• Oversee the deployment of new systems and technology through digital client enablement initiatives.

• Educate clients and Client Service teams on external-facing digital tools.

• Supervise and guide Project Manager Assistants and Client Success teams.

• Ensure the timely achievement of project goals and final outputs, including automated uploads to client-specific portals.

• Standardize and manage internal and external subcontracting workflows and strategic vendor relations.

• Maintain ongoing communication with current clients, implement support processes, and foster relationships with new clients.

• Manage client complaints and claims in collaboration with legal, sales, technical experts, and management.

• Ensure team accountability to SGS quality standards, integrity, legislation, and HSE regulations.

⛳️ Requirements

• Bachelor's degree or equivalent in a relevant field.

• At least 10 years of experience in managing customer relations or sales.

• Prior experience in an environmental laboratory is considered an asset.

• Proven ability to manage and coordinate multiple projects in a dynamic and highly professional setting.

• Exceptional verbal and written communication and interpersonal abilities.

• Strong analytical, reasoning, and problem-solving skills.

• Capacity to develop and deliver presentations and communicate effectively at all organizational levels.

• Proficient in engaging and interacting with officials across various business and government levels and working effectively with diverse groups.

• Ability to translate strategic goals into actionable steps.

• Competence in analyzing and interpreting regulatory requirements that affect the service portfolio.

• Strong capability to motivate teams and lead through influence.

• Proven ability to build high-performing teams, ensure collaboration, and support the development of others.

• Self-driven and motivated.

• Ability to work under pressure and challenge established norms.

• Willingness and ability to address problems practically and in compliance with regulations.

• Encourages innovation.

• Intermediate proficiency in MS Office applications, including Word, Excel, and PowerPoint.

• Candidates applying for positions in Canada must be authorized to work in Canada.

🏝️ Benefits

• Eligible for the EHS North America commission plan.

• Medical, dental, and vision insurance.

• Life insurance coverage.

• Access to employee assistance programs.

• 401(k) plan with company matching and immediate vesting upon enrollment.

• Online training courses available.

• Virtual and in-person development opportunities.

• Tuition reimbursement program.

• Paid time off benefits.

• Family leave options.

• Accommodations available upon request for qualified candidates throughout the recruitment process.