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Director, Client Services

Lehi, Utah
Director, Client Services
About the Role:
As a leader within the Customer Success organization, the Director of Client Services is critical to driving client outcomes and success at RainFocus. The Services team leader will build a team of well-trained consultants and project managers to guide our clients through the implementation of our industry-leading SaaS events platform.
The Client Services team and its leader play a critical role in supporting the growth goals of Rainfocus. Therefore we need an energetic leader who is capable of bringing structure and definition that enables client services scalability.
Essential Responsibilities
  • Create a culture of accountability toward client outcomes within Services
  • Oversee and organize multiple teams of project management and implementation specialists
  • Recruit, train and develop top-notch professional services talent
  • Build onboarding and training programs to develop staff competencies
  • Develop measurement methods and standards for service delivery effectiveness, efficiency and quality
  • Collaborate with key internal stakeholders to model capacity and resource needs to develop staffing forecasts
  • Manage team to financial targets and client project profitability
  • Serve as key internal escalation point for implementation related issues
  • Define repeatable service delivery processes and tool set to improve client experience and Service team efficiency
  • Establish routine cadence of adherence and accountability for team
  • Collaborate with internal peers to ensure alignment on incoming demand, priorities and projects
  • Work with client teams to identify and mitigate project risks and ensure 100% customer satisfaction with Services engagement
  • Work closely with the VP of Solutions Consulting function to assist in defining Services offerings and packaging
  • Work closely with SVP of Client Success to ensure strategy and execution are aligned
Required Skills and Experience
  • 10-15 years of service delivery experience, 5-7 in a software implementation or professional services leadership role
  • PMO certification preferred
  • Experience leading enterprise calibur service delivery teams
  • Experience rapidly growing a professional services team
  • Identify opportunities for partner service delivery
  • Experience developing repeatable services processes and offerings
  • Services P&L ownership experience
  • Budgeting, forecasting and resource planning and optimization
  • Superior written and verbal and communication skills
  • Ability to create presentations and develop business cases
  • Proactively improve and promote quality in processes
  • Ability to solve complex problems
  • Experience in the enterprise events space a plus
Success Measures
  • Increase Service Delivery CSAT
  • Increase Corporate Gross Margin
  • Increase Client portfolio profitability
  • Decrease Time to Implement
  • Services Talent Retention
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