Director of Client Services

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

📋 Description

• Develop the client service strategy while leading the Engagement Management, Launch Management, and professional services Learning Experience Design teams.

• Establish service standards, enhance people capabilities, and create cross-functional operating practices for a seamless post-sale experience.

• Safeguard program economics and facilitate rebooking and expansion opportunities.

• Collaborate with Sales on intricate pre-sale solution designs and authorize complex client solution scopes.

• Act as a senior relationship and escalation partner for designated strategic accounts.

• Mentor team members to foster their skills and confidence.

• Manage portfolio assignments and ensure balanced deal allocation across the team.

• Enhance Client Services systems, improve client outcomes, and boost team capacity.

• Create standards, playbooks, and guidelines for scoping, risk management, and escalations.

• Lead risk assessments and service recovery efforts, with responsibility for corrective actions and prevention of future failures.

• Define, resource, and fulfil client customization requests.

• Collaborate with Senior Leadership, Sales, Facilitation, Launch Management, Product, RevOps, and Sales Enablement.

• Directly oversee a portfolio of significant client engagements as surge or strategic support.

• Manage the entire post-sale journey from onboarding to sponsor follow-up, impact reviews, escalation, contract completion, and transition to Sales.

• Lead the design, feasibility assessment, and delivery commitments for complex RFPs.

• Provide insights on deal sizing and scoping for pricing and proposals.

• Maintain thorough and accurate closed-deal handoff documentation.

• Ensure alignment of solutions with the Product roadmap and evolving learning experiences.

• Coordinate input from Facilitators, Product, Launch, and Learning Experience Design teams.

• Transfer documented solution briefs for customized programs.

• Collaborate on enhancements to CPQ, proposal systems, HubSpot CRM, and impact reporting.

• Share client insights and trends with Product, leadership, and client-facing teams.

• Stay knowledgeable about LifeLabs Learning’s evidence-based learning solutions and Tipping Point Skills taxonomy.

• Track rebooking, expansion, account health, delivery backlog, program pace, unit economics, NPS, TNPS, CSAT, and SLA/response-time metrics.

• Report to the Head of Operations.

⛳️ Requirements

• Over 7 years of experience in B2B professional services, learning and development, or a similar services-oriented environment.

• Extensive experience managing complex, strategic client relationships and converting client needs into successful programs.

• Proven expertise in establishing client service strategies, navigating intricate post-sale engagements, managing account risks, and driving client outcomes, rebooking, and expansion.

• Practical experience in solution design or solutions architecture, preferably for corporate learning programs or professional services engagements.

• Capability to convert ambiguous client needs into clear, actionable, and deliverable solutions.

• At least 5 years of direct team management experience, including performance oversight, coaching, and career development.

• Proficiency in cross-functional collaboration with Sales, Product, Facilitation, and Client Services stakeholders.

• Demonstrated ability to lead through uncertainty and translate client needs and team performance into tangible results.

• Strong business acumen regarding organizational transformation, behavioral change, organizational dynamics, and industry-specific challenges.

• Experience within a B2B professional services or solutions engineering context is strongly preferred.

• Background in Learning and Development consulting is highly desirable.

• Experience managing client relationships or delivery teams in a services-based environment is strongly preferred.

• Must possess legal authorization to work in the United States.

• Must respond to required application questions regarding experience, salary range, timezone, and work authorization.

🏝️ Benefits

• Success Share program (short-term incentive).

• Profits Interests Units grant commensurate with the role.

• Medical, dental, and vision insurance.

• Flexible vacation policy.

• 11 federal holidays.

• 2 LifeLabs holidays.

• Kind Fridays.

• CClean Break (Paid Time Off benefit during the last week of the year).

• 401K match.

• Learning Days.

• Health & Wellness benefit.

• Flexible remote work with location flexibility for candidates.